Report Bank Charges successes and failures

Kkirst089

dunstonh wrote: »

There is no timescale. However, they have to send update letters which detail the delay and after 8 weeks you have the right to go to the FOS. However, in cases like this you wouldnt go to the FOS.

Hopefully, you didnt use a template letter or if you did, hopefully you personalised it with issues specific to you and not generic template reasons.

If you only sent it on the 7th then you would expect acknowledgement to arrive within a week. Then give it a few weeks from there and expect to hear from them then with a bit more detail asked from you.

Hi, i recieved my reply today from hsbc and like you said they have asked for more infomation from me. They have asked me to call their financial guidance team and recite my income and expenditure. They were apologetic towards my financial difficulties although they have also stated they are satisfied that they have treated me fairly, basically said no 'refund' will be given and that there are 'hsbc products' available, i take it they mean a basic bank account. I also got the legality of the charges and an ombudsman leaflet. I would rather write to them than call so think i will ask for an income and expenditure form. Advice welcome thanks.

dunstonh

Kkirst089 wrote: »

Hi, i recieved my reply today from hsbc and like you said they have asked for more infomation from me. They have asked me to call their financial guidance team and recite my income and expenditure. They were apologetic towards my financial difficulties although they have also stated they are satisfied that they have treated me fairly, basically said no 'refund' will be given and that there are 'hsbc products' available, i take it they mean a basic bank account. I also got the legality of the charges and an ombudsman leaflet. I would rather write to them than call so think i will ask for an income and expenditure form. Advice welcome thanks.

Dont knock that phone call. That is a good sign. it means so far they have seen no reason to refund but the phone call is a chance for you to paint that hardship picture and get the person on your side. Much easier to do over the phone than by letter.

Kkirst089

dunstonh wrote: »

Dont knock that phone call. That is a good sign. it means so far they have seen no reason to refund but the phone call is a chance for you to paint that hardship picture and get the person on your side. Much easier to do over the phone than by letter.

Ok great thankyou. A question, i contacted hsbc in July 2013 because I couldn't afford a bank charge, they refunded it, are they obligated to treat you fairly if in financial difficulty (if you have explained this by one phone call, to customer services) even though its not a formal complaint? Thanks

dunstonh

Kkirst089 wrote: »

Ok great thankyou. A question, i contacted hsbc in July 2013 because I couldn't afford a bank charge, they refunded it, are they obligated to treat you fairly if in financial difficulty (if you have explained this by one phone call, to customer services) even though its not a formal complaint? Thanks

They have to treat financial hardship cases fairly and will use the complaints process to achieve that (even though its not really a complaint but a request).

That doesnt mean they will refund anything. They may suspend future charges for a period or put you on a debt management plan or they may feel your debt is down to consumer spending. Refund is just one of the options.

Kkirst089

Hi, I called HSBC in the end to see what they had to say and they offered me £150 out of the £3,255 (inc interest) I am claiming for. I can't remember accepting this offer (I didn't physically say I accept) but it has entered my bank.
I have still got so much more to give can I carry on with my claim?

P.S This is why I did not want to call them oops!

tomtontom

Kkirst089 wrote: »

Hi, I called HSBC in the end to see what they had to say and they offered me £150 out of the £3,255 (inc interest) I am claiming for. I can't remember accepting this offer (I didn't physically say I accept) but it has entered my bank.
I have still got so much more to give can I carry on with my claim?

P.S This is why I did not want to call them oops!

What more do you plan to "give"? Banks rarely refund more than a few months of charges with hardship cases.

Kkirst089

It's worth a try though right? I felt I didn't get the full extent of my situation across over the phone. Can i continue with my claim? Thanks again

dunstonh

Kkirst089 wrote: »

It's worth a try though right? I felt I didn't get the full extent of my situation across over the phone. Can i continue with my claim? Thanks again

If you feel there is new information that they may consider then yes. However, do remember that most only go back 6-12 months and hardship means hardship. You would have to have arrears and be in a really really bad place to get what you are asking for.

Kkirst089

Great thankyou

Harleyquinn

I wrote letters to my bank before Christmas and they phoned this week to say that their charges are fair and I'm not nor have I been in financial hardship, even though they left me in financial hardship, in unauthorised overdrafts, unable to buy food, pay bills, etc. I was also unsuccessful in claiming back my £17/m Platinum account fee that I dont remember signing up to (they said I did it through online banking in 2012; what 20 year old needs a Platinum account?!) nor do I need it. All in all, both men I spoke to treated me like crap and left me in tears and I'm extremely disappointed with the result!

Good luck to anyone claiming charges back and I hope you get a more positve result than me!