Problems with woolwich

teresa1965

This all started in December, paid a cheque into our account waited 5 days for the cheque to clear, the cheque cleared. we withdrew money from our account and used our electron visa, they then reversed the cheque, leaving us in an unauthorised overdraft, collecting a daily interest rate.
we have also have a personnal loan with the woolwich,started in August 2003, never missed a payment, unfortunatly we did. We informed them that they could take 2 lots of loan amounts out on the 25th Jan 05, on the 25th we went to use our ATM, they confiscated the card. Informed Woolwich they told us insufficiant funds, however we had both been paid on the 25th, then they informed us that its because we have missed 1 payment on our loan.
The collection department advise me that they would lift the signal that night.
26th my husband then used his card, also got confiscated, woolwich informed my husband, until the loan on the 27th has been drawn from our account we could only withdraw money if we go to the branch.
27th went to withdraw money from our account from the local branch, signal still on the account.However whilst i was asking at the counter for a withdrawment in front of a queue of other customers, still had to wait for the branch manager to phone collections for authorisation to withdraw on my account.I felt like I was begging for my own money.
29th went to local branch to put a cheque in, I asked for a mini statement. On the mini statement they had taken the loan out twice!
Please could you advise me on who to contact to complain about the way I have been treated. I do have an appointment with the Area manager on Wednesday, What question should we ask?

davidcampbell

teresa, did they say why the cheque was reversed in the first place?

DC

teresa1965

we were told that the cheque had been reversed because it had been returned unpaid by the drawers bank

daveboy

This is the reason why eventually cheques will die. The only time I've ever used them is to pay car tax at the post office - even that will change now with post offices having the chip and pin machines.

The way in which you've written your post makes the details for me (thick) slightly confusing. You said they could take two amounts, which they did.

It seems from a distance that whilst they could have done things better, the issue with the cheque isn't their fault. That is the fault of whoever gave you the cheque. Additionally knowledge of how the banking system works would have been an advantage - if you accept a cheque always ensure it's from someone you know and trust. Someone who you can challenge if something goes wrong.

Personally, I would go armed with a list of bullet points on a piece of paper, of what happened and when. But you cannot blame them for the returned cheque which set it all off to start with.

teresa1965

Sorry Dave, I meant they took 2 lots of money Twice, so we paid 4 payments
and can they stop you from withdrawing money from the account.

davidcampbell

yeah dave is right - the issue witht he cheque is not their fault

your bank makes cheques AVAILABLE after 3 working days (or 4 or whatever) but ths isnt the same as CLEARED.

making funds availabel is a service - the majority of the time they will be ok and will clear shortly after, usually if there is a problem it will be picked up on before the 3 day period is over. however if the cheque subsequently bounces, of course you bank will withdraw the moeny again.

teresa i would outline the above to whoever you speak to in your appointment advising that while you are aware of why cheque was returned after you were thought it was cleared you are disappointed with the service leading on from that.

eg the indicator not being lifted from your account etc. to be honest, if i took that kinda complaint myself i would be looking at no more than offering you an apology and assurance i would fed back to whoever gave the wrong info.

you might get a small goodwill payment out of them but i doubt it

sorry