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

MarsdenCuckoo

cozboz wrote: »

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

Hi Cozboz,

You've obviously been given the run-around re. your phone calls i.e. the bank will prefer to put everything in writing, which of course it needs to do in case this does go to the Banking Ombudsman.

Will gladly offer a few suggestions for your letter but need to go out now; will repost asap this evening.

Initial suggestion though - is it possible to list your bank charges in table form (date/charge/reason) with your notes to the side re. each charge i.e. so it's easier to comprehend? Whilst you have lived and breathed your situation and are totally au fait with it, to a busy bank exec then the easier you can make it to read/understand the more chance you have of getting a half decent reply.

MarsdenCuckoo

Take it that's a 'No' then.....:cool:

OK for what it's worth, here's my suggestion:

"Dear Mr ++++++

Thank you for your letter of ............ As suggested I contacted your On-Line Banking Helpline but unfortunately they were unable to help me by providing confirmation of my cancellation of the standing order between my account nos............. and ............. Notwithstanding that I am still convinced that I did everything necessary to cancel the said standing order and would ask that you reconsider the charges levied, in my opinion, eroneously. Certainly, levying further charges because your bank charges sent me overdrawn in the first place (*) has led to this very unsatisfactory state of affairs.

Of course, it may be that I misunderstood the instructions on your website but as a long established customer of your bank I would hope that common sense will prevail and you will make some goodwill jesture to help resolve the current situation.

Yours sincerely,
cozboz"

(*Did that actually happen? Got to admit I got confused.)

cozboz

Hello Marsden, you have been a great help and I am forever grateful.

In response to your first email regarding the table of charges,

Date Type Overdrawn Date Charged AmountCharged

21/09/09 Standing Order(£25) £23.61 27/11/09 £35


23/11/09 Standing Order(£25) £24.61 29/12/09 £35


27/11/09 Withdrawal (£59.96) £35 29/01/10 £20


To make this easier for you to understand i will explain the charges in the table and the reasons

The first standing order that went out on the 21/09/09 sent me over drawn and I was charged £35 on the 27/11/09

The second standing order went out 23/11/09 and sent me £24.61 overdrawn and I was charged another £35 pounds on 29/11/09

In the case of the third standing order...

I received a payment of £59.96 on the 26/11/09 into my account and looked at the balance which read (£59.96). On the 27/11/09 I withdrew £59.96 as I was unaware that I was due a charge that day "27/11/09" and was again overdrawn by £35 and got charged £20 on 29/01/10

Should I include this explanation in the letter? Also I have only been with them for 2 years so can I really say ive been with them a long time?


Sorry about the late reply dint get lunch yesterday

I want to send this letter off by tomorrow so that gives them enough time to reply. Is it still ok go with what you wrote in your last email?

MarsdenCuckoo

You're very welcome Cozboz and thanks for the further info. On second thoughts maybe something along the lines of:

"Dear Mr ++++++

Thank you for your letter of ............ As suggested I contacted your On-Line Banking Helpline but unfortunately they were unable to help me by providing confirmation of my cancellation of the internal standing order between my account nos............. and ............. Notwithstanding that I am still convinced that I did everything necessary to cancel the said standing order. Of course, it may be that I misunderstood the instructions on your website but your records should show that since being with your bank I have operated my accounts in a responsible manner with the exception of this current problem.

It was only by dint of the standing order, which I believed I had cancelled, that my account went overdrawn - three times between 21 September and 27 November last year. (Unfortunately, your bank's practice of not actually applying charges until two months later led to the delay in my discovering there was a problem and being able to bring this matter to your attention.)

I realise, if I did misunderstand the instructions on your website, then I am partly responsible for the current problem, however, I would hope that now I have explained the situation you will consider, as a gesture of goodwill, reducing the charges levied.

Looking forward to hearing from you in due course, hopefully in the affirmative, so we may resolve this matter.

Yours sincerely,
cozboz"