HELP! Standign Ordering sent me over overdraft! charged £70

Premier_2

Was it a direct debit or standing order? At the start of this thread you were referring to a standing order.

Anyway, if you had cancelled whatever it was, it wouldn't show on your account now. If it's still showing, it wasn't cancelled.
If it isn't showing, get the bank to explain why and under what authority it is no longer live.

cozboz

Sorry i did mean standing order. Well it wouldnt be shown to still be going through as in December when i found out that i was being charged all this money i went in store to tell them that i had cancelled it online and then told me to cancel it instore right there and then (so it wouldnt be still going on anyway). The letter said to ask and find out whether an attempt was made as apparently they would be able to track whether it was or not.

davidgmmafan

"The letter then says I have checked with other records and agree that the standing order has been cancelled as the December payment was not made but unfortunately as it was cancelled on-line i am unable to verify the date of cancellation."

To be honest I have a hard time believing this. I am not suggesting you are lying rather that I don't see how the bank could possibly not have this information. At Nationwide all instructions would show on the account for ages whether they were in use or not.

Basically what they are saying is we can't respond properly to your complaint because our system is so crap it doesn't record when an instruction is cancelled online (I imagine they encourage customers to use the online service because its easier and more convenient).

In the absence of such proof shouldn't the balance or probability sit with the customer?

Hope you get somewhere on this as IMO standing order charges are even worse than DD charges, even less happens and you still get charged!

cozboz

Erm...what on earth are you suggesting that I am lying about, seriously mate why would I come on here put this much effort into trying to get a claim and make a load of bs up...seriously if your not on here to help me out then dont bother posting...

Premier_2

cozboz wrote: »

Sorry i did mean standing order. Well it wouldnt be shown to still be going through as in December when i found out that i was being charged all this money i went in store to tell them that i had cancelled it online and then told me to cancel it instore right there and then (so it wouldnt be still going on anyway). The letter said to ask and find out whether an attempt was made as apparently they would be able to track whether it was or not.

So it was still live in December

cozboz

No the payment had stopped for the december payment as i canceled it when I found out it was still ongoing.

Premier_2

cozboz wrote: »

No the payment had stopped for the december payment as i canceled it when I found out it was still ongoing.

So you failed to correctly cancel it online sometime earlier

cozboz

Yes that is correct.. (I honestly thought I had (which is why I drew all the money out of it). Now they are saying that there is no proof of me even attempting to cancel it online.

Shall I keep writing or speak to the person directly?

MarsdenCuckoo

Don't know what others reckon but I think I'd be inclined to try and speak to someone in the hope that they'll help you resolve this i.e. to keep you as a 'happy customer'. It will all depend, of course, on your past track record and history with the bank and to a certain extent on if the person you speak to is feeling sympathetic to your cause.

Not saying it's the only tack but I'd 'fall at their feet', admit that you're not that au fait with online banking but be convincing that you very firmly believed you'd done everything you needed to to cancel the standing order in place.

Good luck.

cozboz

Hey after advice i have tried to speak to someone on many occasions and have been told that the person "+++++++" is not available. I have also got two people to leave a message on the persons account to call me back which was done nearly two weeks ago and I am yet to hear from them.:mad: I only have a week to respond before the case is closed so i am going to write another letter instead of waiting for a phone calls which i know will never come.


I was going to send something like this...


Dear ++++++

Thank you for responding to my letter. I have contacted the On Line Banking helpline that you provided and they were unable to see the attempted cancellation of the standing order.

In your previous letter you said to let you know if I remain dissatisfied which indeed I am as I still am amazed at how I can be charged £90 for transferring money between my current account to my ISA account whether the standing order was removed or not.

The matter is that I thought that I had removed the standing order which is why all the funds were removed out of the account on the 16th October 2009 and was unaware that a standing order was still due out on the 21st October 2009 even though there were insufficient funds left in the account which left me £-23.61 overdrawn. The same thing happened on the 10th November in which I withdrew £22 leaving £0.39 in the account, unknowingly that on 23rd November 2009 that a standing order of £25 was due out which also sent me £-24.61 overdrawn. I was then charged £35 for the first overdrawn instance (21st Oct) on 27th November 2009 and another £35 for the second overdrawn instance (23rd Nov).

The final charge of £20 which was taken on 29th January was due to me still thinking that I had cancelled my standing order. I had received funds on 26th November 2009 and when I looked at my balance that read £59.96 I transferred the lump sum out unknowingly that a charge was due the next day the 27th November.

After all this trouble and going in branch explained the situation and just being told “there’s nothing that I can do” I am seriously considering closing my account and going elsewhere with my business as personally as a customer I think that it is disgusting the way that I have been treated, especially when I have never had a problem in this sort of situation with another bank that I regularly use.

Yours sincerely,
cozboz