Bank of Ireland have just charged me £5.00 for a 'lodgement error'

SusieDo

Firstly, I know it's only £5.00, but why should they have my money!
I lodged three cheques, using my lodgment slip, and posted it to my branch in NI. I live in the UK and this is how I pay my cheques in.
So today, the lodgement went in and so did a charge for 'lodgement error'
I rang the banks number only to be on hold for 17 minutes, then I spoke to Philip who didn't know what it was.
I then got passed through the branch or at least the screening call centre for the branch to be told that this was in their T&C's - I haven't seen it - and that a letter would be sent out to me.
I asked to speak to the branch but he wouldn't put me through.
I am sure I filled the slip in correctly, but even if I didn't, why would they need to charge £5.00 to count up three totals that they would inevitably have to do anyway??
What if they couldn't read my handwriting, or maybe I could have difficulties with my sight?
Can you tell I'm very angry at their insolence!
I asked for a copy of the slip to 'prove' I was wrong, but all he said was that a letter was coming.
I wondered if anyone has had this experience, I will not let this drop until they pay me back the 500p!

Thanks
S

Alpine_Star

SusieDo wrote: »

.
I then got passed through the branch or at least the screening call centre for the branch to be told that this was in their T&C's

The bank cannot use the inclusion of a contractual term in their T&Cs as a basis for not dealing with a complaint http://www.out-law.com/page-11149

SusieDo

Thanks Alpine Star, I will add this little nugget at the beginning of my complaint letter :-)

chambta

Not one I've ever heard of before.

Can't say it sounds very fair.

SusieDo

Update - have not waited for the letter to arrive, too disgruntled! Sent a complaint letter today so they should get it tomorrow. Will keep you posted.

DesG

And move bank!!!!!

Cheers, Des.

preable

yea move bank hahaha

SusieDo

I have been with them 10 years and stayed with them for the customer service!! They have been quite good in the past and refunded charges when I spoke directly to the bank. I will await the outcome of my letter, I would rather they waste time reading my letters and replying to me over the sake of a £5 charge - I will fight this to the bitter end, and then change banks!

SusieDo

The plot thickens.... got the 'letter' on Friday, which told me that because I filled in the lodgment slip incorrectly (I added an extra £20 in there!) they corrected it for me and also charged me £5.00 because of this. it was signed PP by the 'manager'
There was copies of the cheques, and the lodgment slip so fair enough, I did fill it out incorrectly, but as I stated in my complaint letter, if an elderly customer walked into the branch and incorrectly filled out the slip, would they get charged too??
Anyway, before I could even start thinking about my 2nd complaint letter, my mobile rings. It's the manager of the branch, who said 'I have checked your account and the charge has been reversed' I said well I have had a letter and it was signed for on your behalf, she said I don't know anything about that (reassuring!!) and that this procedure 'was an old policy' and should not have been applied in this case.
Hmmm, so complained & got my money back, which I guess is what I wanted and is a result, but wonder if there are some other poor suspecting folk who have been charged this and just accepted it?
It just sounds so dodgy!

Alpine_Star

Well done SusieDo. It does make you wonder that if there is indeed a charge for an 'error' such as this, on what basis did they refund the charge? Clearly because you simply complained about it.

DesG

And change banks Nationwide, Halifax & First Direct/HSBC all have branches in NI and Mainland, you won't regret it, Just don't go near Abbey/A&L/Santander.

Cheers, Des.