Bank not responding to letters!

Flower08

Hi, sorry dont know if this is in the right place - if its not please feel free to move it!

Basically to cut a long story short, OH went 67p overdrawn and ended up getting two bank charges for this. He has written to the bank basically pleading to their better nature to refund this charge - as it was a one off and has basically put us in further finanical hardship (money is very very tight after I have lost loads of hours at work).

Anyway, he has now written to them four times (two were sent recorded so we definitely know they got them) but they not even acknowledging the letters. Can we now contact the FOS? Or do we have to wait for the bank to write back - if they ever do!?

Many Thanks in advance.

zppp

Flower08 wrote: »

Hi, sorry dont know if this is in the right place - if its not please feel free to move it!

Basically to cut a long story short, OH went 67p overdrawn and ended up getting two bank charges for this. He has written to the bank basically pleading to their better nature to refund this charge - as it was a one off and has basically put us in further finanical hardship (money is very very tight after I have lost loads of hours at work).

Anyway, he has now written to them four times (two were sent recorded so we definitely know they got them) but they not even acknowledging the letters. Can we now contact the FOS? Or do we have to wait for the bank to write back - if they ever do!?

Many Thanks in advance.

Have you tried to just call them? Which bank is it? You could go to the FOS, but if the bank have no case on file, they will just refer you back to complain to the bank. You also state you have sent them recorded, when are they showing as recieved?

Lokolo

And they don't have to refund no matter how many times you ask.

opinions4u

If 8 weeks have passed since you sent the first recorded letter, you should be able to go straight to the FOS with your complaint. It is poor form that you haven't had a reply.

But I think you should consider that in 2010 most organisations are pretty useless with letters and work on face to face contact or telephone calls.

Why not walk in to the branch or call up and make your request that way?

Flower08

Lokolo wrote: »

And they don't have to refund no matter how many times you ask.

I know this and to be honest this isnt what is bothering me - what is bothering me is the lack of common decency to respond to letters. Actually when they put you in further financial hardship over such a small amount according to Martin they do have an obligation to answer :money: As a customer I wouldnt expect to be ignored 4 times either

Flower08

opinions4u wrote: »

Why not walk in to the branch or call up and make your request that way?

Have been in branch and no one will talk to us, they say they dont have the authorisation to deal with things such as that in branch and that we should send a letter - thanks the advice anyway.

exel1966

Flower08 wrote: »

Have been in branch and no one will talk to us, they say they dont have the authorisation to deal with things such as that in branch and that we should send a letter - thanks the advice anyway.

That's absolute rubbish, of course they have the authorisation to deal with it. Speak to an account manager/branch manager, not a CSA. They can sit down with you and explain the situation, but as you already know, they're under no obligation to offer any refund. You need to be more demanding in your approach when in branch, but of course remain calm and polite.

As this is a one off and not a regular occurrence you'll almost certainley be refunded especially when they're made aware of ignoring four letters which they can look into and give you an official complaint reference for.

As for the FOS, the bank has nothing to answer to and the the FOS would ignore it as they're not there to deal with customer service issues which yours is regarding the letters. It's bad customer service to ignore a request (plead) as yours is, but the bank hasn't actually done anything wrong (with regard to charges) apart from not answer your correspondence yet.
Have you actually made an official complaint about anything or just sent request letters ?

opinions4u

As for the FOS, the bank has nothing to answer to and the the FOS would ignore it as they're not there to deal with customer service issues which yours is regarding the letters.

Unusually, I disagree with you on this.

exel1966

Well, there's a first for everything I suppose

The FOS themselves will confirm that they do not deal with customer service issues as every bank will have different internal operating procedures.
Officially registered complaints of course are a different matter and the rules are there in black and white for all to see and for the financial sector to adhere to, though as we know there are numerous failings in that system.

I can see there is a crossover here, but it will all depend on how the OP has approached this and what terminology has been used in the letters (requests or complaint). The OP has no rights to form a complaint about the charges.

I'm only going on what the OP has stated, rather than assuming or wrongly reading between the lines whether an official complaint has been made which at the moment we don't actually know.

Lokolo

Flower08 wrote: »

I know this and to be honest this isnt what is bothering me - what is bothering me is the lack of common decency to respond to letters. Actually when they put you in further financial hardship over such a small amount according to Martin they do have an obligation to answer :money: As a customer I wouldnt expect to be ignored 4 times either

Have you tried sending the letter recorded delivery? That why you at least have proof they recieved the letter.

exel1966

Lokolo wrote: »

Have you tried sending the letter recorded delivery? That why you at least have proof they recieved the letter.

See post 1 - "Anyway, he has now written to them four times (two were sent recorded so we definitely know they got them)"