Reclaimed Bank Charges SUCCESS stories

Rex_Mundi

You can only claim any interest caused by charges alone making go over your overdraft limit. Working this out can be extremely difficult.

BANANABUS

Rex_Mundi wrote:

14 days (inc weekends), not 14 working days.

does the second letter requesting the bank chrges goes to my local branch again gving ( HSBC)
thanks JIM

little_bear_3

Good morning
Firstly I just want to say that I am not posting this messgae in anyway for people to suddenly start jumping down my throat. I work in a bank and really do believe in where Martin is coming from and I actually use some of his phrases to help my customers and I tell people about this website. I discovered it from being given a link to discount codes etc and then discovered this area and had to write a post on here.

The bank I work for have really good products and most of the time seem really fair, I guess like most banks. I have done customer services and also been an adviser doing loans and mortgages. Obviously I don't want to say who I work for but it is a big name o.k, in my opinion and from what I hear, one of the better banks.

I annoyed a few managers in the past by not processing loans etc for some customers because in my opinion it wouldn't have been the best thing for them. I believe in giving good, honest customer service and am there to work for me, doing a job I enjoy, not look after shareholders and rip people off - so now that is clear here are some of my thoughts.

There are some people who get charges that in my opinion are wrong especially if it is a one off occasion and they have had an oversight or there have been unforseen circumstances. I follow our complaint procedures at branch level and 9 times out of 10 I get the charge waived or refunded. We are told to say it is a gesture of goodwill, those customers are really happy and to be honest I have had lots of service awards for my customer service. I rarely ever find those people again ever getting charges.

Then there are some people who are clearly struggling and have being over limits for a couple of months and generally spending what they don't have which worries me and I just can't see how people will do that and get themselves in a position of financial difficulty. Again if there is no history of refunds etc and they are nice and want help then I go out of my way to do what I can. I do suggest they have their circumstances reviewed but I only do this if I know we can genuinely do soemthing to help them and really save them money. Those customers again are really happy and one example is that one customer recently took my advice to have a review with one of our advisers and has saved themselve over £150 per month on their borrowing and we have reduced their mortgage and insurance payments too and that is now going through. A very happy customer. Due to them sorting out their finances with our help we have refunded a lot of their charges again we are told to say it is a gesture of goodwill.

Then I deal with those customers who refuse to take advice, have a review and end up being in a situation where we are not able to do anything to help them. The abuse I get on the phone is upsetting and the language used is appalling, if I spoke like that to a customer I would get sacked. My point is that some people incurr charges and when they relaise their situation it frightens them and they want to do something about it. Those that don't care and continue to spend, live above their means, remortgage with high interest debt lenders and still continue to spend. I am amazed at the number of people who don't keep an eye on what they spend and issue switch transactions all over the place without thinking "that money still has to debit my account" and when there is no money to cover direct debits they ring in and shout at me and expect the bank to pay it no questions!!!. Somewhere things have broken down - people are burying their heads in the sand and now jumping on the band wagon as they think they can get their money back - all I say is good luck to you, do it if you can and if that is how you feel - but step back and ask yourself are you really going to take control of your own finances and not let this happen again?

A recent example was 5 months ago I proved to a customer that we could save him over £400 per month, a customer who had just started to incurr charges. I got one lot refunded "as goodwill" (yes the banks favourite word!) and had a good lengthy chat about his situation. An appointment was booked for him but he never showed. I called to re-book and he said no he would sort it himself. He continued to request overdraft increasses and refuse to come in for a review each time. To cut a long story short I stayed in touch with this customer as he continued to go over his limits and incurr charges each month and now is in such a state that we can not do anything to help. His overdraft is maxed out his credit cards above limits and charges all over. Why did this customer not let us help him? This really does worry and frighten me and then really upsets me when I have to deal with their anger and abuse.

I think Martin is doing an excellent job to alert us ALL to shop around and stand up for what is right but as individuals we do have to take some responsibility. A lot of products have been missold over the years from various institutions and even I know of colleagues who have done things that aren't right and it is wrong and it is because of these things that we are getting a bad name. I felt I had to post as I work so hard to help people and want to educate people and teach them things and get them to take responsibility for their actions too - you wouldn't go into a supermarket, fill your trolley and walk out and say I'll pay you when I have the money" but that is what some people expect banks to do - foot their lifestyle, I am talking about those who just issue switch payments etc not those with difficult circumstances. I am not judging, just going off experience on a daily basis.

I ask a question, if banks reduce charges and people claim all this money back, will this be an end to it? I say NO. In my opinion there will always be those people who live beyond their means and still get charges.

As consumers, and even I do it, we need to shop around to get the best deal for our individual needs. When your bank offers help go and get the information, afterall it is free information and then compare it to whoever you want to. Please don't shout and scream and swear and upset an innocent member of staff who is just doing their best to help you - I understand you feel sometimes that member of staff is just hindering you and some do I know that, I am not stupid. Remember to find a solution together - the stress is not worth it and if it means you end up writing letters to get your charges back then go for it. I can't speak for every branch of the bank I work for only the ones I have worked in and those have been great at listening to our customers, we are not all bad.

Sorry it has been a long post but there is so much going on at the moment and I needed to let off steam too, I had 4 abusive calls yesterday yet I persisted and got all 4, yes all 4 resolved. Customers a lot happier, 1 I know will be o.k but in a couple of months 2 will be back at square 1 - so who is responsible for that.

Martin, keep up the good work on here as alot of people do ring me quoting things from this site and information is everything and it is key to sorting things out.

I don't always like what my bank says or does but I have a job to do, but I tweak it where I can as my main priority is to help those that really need help and for those that won't help themselves I still do the best I can, explain things clearly and tell them what they need to do next ,

Some of us are here to help and explain and I enjoy my job, you the customer make my day whether angry or happy, it makes me do my job

bodidoc

Hi
can i reclaim credit card charges too. If so, what letter format should i use?

Thanks

dips1105

Edinburghlass wrote:

You can do either, recent thread gives someone who has won by going via the Financial Ombudsman.

They have 40 days to provide the data information required.

Thanks for that, How do I claim interest on top - do I have to? I was just claiming failed d/d and unauthorised o/d fees

pigginsexy

You have a valid point.

Good on you.

I agree, I am claiming back charges from when i was in debt and had a bad time of it. However, i am now financially in a good position and hopefully will remain so. My life changed when i had kids, two years ago and since then i have been very good with money, in fact my hubby calls me "penny pinching winch", nice huh.... but he is right, i have changed over night, only because i have a responsibility to my children to look after them and provide a home etc.

I just hope that the people who are getting themselves into debt at the moment will change once they have their accounts sorted out etc...

Keep up the good work and one more thing, there are many other people like you, the customer service i receive from my current bank is second to none and i would not change them for the world.

Han

clarenic

clarenic wrote:

I've drafted this letter as a response - is this the right way to go? Any suggestions on how better to deal with it?

Thank you for your letter of 2 January 2007.

Having checked my records, I see that you did indeed refund the charge of £27.50 (taken on 23 February 2001) on 20 March 2001. I therefore accept your offer of £167.50 in partial settlement of this claim. Because my letters went unanswered, I commenced proceedings with Moneyclaim Online. Service of this claim was acknowledged by HSBC on 18 December 2006. I am also claiming for the £30 court fee and £77.99 interest.

Charges £195.00
Less charge already refunded (£27.50)
Plus Interest £77.99
Plus Court fee £30.00
Total £275.49

The claim is for the sum of £275.49.

You say in your letter that you will credit my account. You will see that my account with you is closed. I would therefore like to receive a cheque for the above amount as soon as possible, in any event prior to 16 January, the deadline for the Moneyclaim.

I look forward to hearing from you.

Thanks very much for any advice.

Clare

I've just checked Moneyclaim and they've defended the full amount. I wouldn't normally be too worried about this, except for the fact that I made a mistake in my original calculation, I hadn't realised that one of the charges had already been refunded to me.

What do you think will happen?

Thanks,

Clare

SUFC

Bank - Halifax
Amount Claimed - £2,600(not including interest)
Amount Paid - £1850.

After receiving statements sent 1st letter 15th Nov, was acknowledged. Sent 2nd letter 16th Dec giving 14 days before court action. 2 days before due to apply to court i received letter from Hal offering £1551. Rang them up saying not good enough will still go to court. They came straight back with offer of £1850 which i accepted as afterall I do appreciate that there is some cost to the banks of me not controlling my finances!

Bank - Nat West
Amount Claimed - £392.00(which included interest of £12.00)
Amount Paid - £380.00
Sent 1st letter 28th Dec as had list of all charges already. Heard nothing. Sent 2nd letter yesterday threatening court action. This morning got letter in post offering me £380.00 which of course i am happy to accept. Rang bank this morning accepting & told them to ignore court letter. Nice lady advised me money would be in bank within 2 working days!! What a brill start to 2007!
Everyone should claim & not be afraid, be strong, what the banks are doing is unlawful & they know it otherwise why would they pay up.
Thanks to everyone at MSE, especially Edinburghlass & Rex_Mundi for words of encouragement & support.

Moneyinvalid

Help!!! In August of 2006 things got to much for me as I toted up how much I owed and it worked out to around £59,307 pounds!! So I decided enough was enough I contacted the Consumer Credit Counselling Service (CCCS) and I am now on a debt management plan (which is another issue probably for another thread but you do need a bit of background before I get to my point)!!!! So I am now on a budget and paying back what I can to LLoydsTSB, Alliance and Leicester (A&L), Capital One, Intelligent Finance, Halifax and MBNA. As you can imagine I have had a variety of responses some semisupportive some downright agressive and rude!

Obviously based on the above I am not the favourite customer of these banks but having checked my records noted the snowball effect of their charges on me (in the 2 years I have been with A&L They have charged me over £900.00 in charges)!

So, my question is do you think in my position that I should just forget these charges or should I claim them back and use them to help reduce my debts. I am struggling to deal with the banks as it is and I am worried that by doing this I could be putting myself in an even worse position, by upsetting those that have been semisupportive and making the agressive ones more agressive.

If anyone could help it would be much appreciated particularly if you are in a similar situation. I am constantly worrying about money and just want to get it all cleared so I can start again. I have learnt my lesson!

sally1980

just claimed back charges from an HSBC account and now i want to do the same for a business account. Is the procee the same