Ulster Bank

Freefromdebt_2

Please dear with me this is a long thread.
I had my current account with the UB and made weekly lodgements using their 'Fast Lodgements' envelopes posted through their front door every Thursday morning. I received a statement every 2 months or so. I faithfully dropped the money in to the branch every week and there was no problem until for a period of 5 weeks no money was lodged to my account. (This amounted to approximately £1300 and £230 for a credit card bill) When I approached the branch about this they advised me to put the complaint in writing (which I did) along with copies of the counterfoils from the lodgement book. I awaited a response and nothing arrived. The manager was transferred and a new manager arrived. I again wrote to the new manager explaining the situation and was told that there was no correspondence in relation to my complaint anywhere in the branch !
I waited for a response from the bank and in the meantime I opened an account with another bank was stopped putting money into the account in UB.
About 6 weeks later a letter arrived from UB head office saying there was nothing they could do and that I couldnt prove I'd lodged the monies (even with the counterfoils !!).
I am now having to pay this money back at £30 per month because my UB account went overdrawn and this has affected my credit rating.

BigAl94

I never use fast lodgement as there is no way to prove that you lodged and most certainly not for cash which I presume was what you lodged.

You say you posted the lodgements through the front door - not very wise. They do have a fast lodgement box in the branch which is properly controlled so that is safer.

The counterfoils are unstamped I presume and filled in by yourself - not proof of a lodgement in any way.

It does seem strange that these went missing for 5 consecutive weeks. Did you put the envelopes through the door yourself?

If you are convinced that you made the lodgements and can offer some proof than perhaps visit the local PSNI with your allegation.

facingthefuture

I had the same thing in the First Trust that used to be in Shipquay Street...LODGED 400at the counter...it never went in to the bank account..

Don't accept this....put it in writing, contact the security dept of the bank and the police....you want the footage from the cameras reviewed.Collate dates, times etc...any nearby shops with cameras that could prove it too?

Unfortunately there are thieves in banks too and not just at head office.

I would also use the freedom of information act to see if other complaints of money being stolen have been recorded!It may well flag up a problem they are hiding (likely considering your experience)

What about getting on to a watchdog type programme?

drew2k9

thats good advice, nothing really to add here except act quickly, delaying the process goes against you, so you gotta do all of the above now.

Snoozle

You are in a difficult situation because it is true that when you lodge through the fast lodgement, you end up with no proof, and yet if you ever stand in a queue in Ulster Bank, you will feel the pressure that they put you under to use the fast lodgement instead of waiting to be served in person.

Was your two monthly statement the only access you had to your account? Were you registered for telephone or internet banking? I'm just asking because although you are perfectly entitled to wait for a paper statement, if you have registered for one of these services the bank might ask why you did not discover that anything was wrong for several weeks. I'm not necessarily saying I agree, just that its a line that they might take. I would also be tempted to not just accept their 'we have no record of your complaint' line without a fight*, you might have more luck squeezing some sort of a refund out of them for their poor service that you will with trying to prove that you lodged money when they insist that you didn't.

* when I say fight, I hasten to add I don't mean a fight, I mean polite but firm correspondence !

NAR

The manager was transferred and a new manager arrived. I again wrote to the new manager explaining the situation and was told that there was no correspondence in relation to my complaint anywhere in the branch !

Does this not alarm you! Could be a coincidence, but might not be. I certainly would be asking the current manager if any other monies had gone missing over the same period as yours.

sparky40

I am going to stick my neck out here and say ALL banks have CCTV covering their front doors, I would ask for this to be checked. Then escalate your complaint to head office and if needs be the ombudsman.
I wouldnt take this lying down. I know the banks are skint but it doesnt condone denying ever receiving a lodgement!!!!!
Good luck and keep us updated

Golden_Anemone

sparky40 wrote: »

I am going to stick my neck out here and say ALL banks have CCTV covering their front doors, I would ask for this to be checked.

As I discovered when a lying little toe-rag reversed into my car just outside a local bank they don't have any external CCTV at some banks. This was outside Belfast. [Thankfully he told so many contradictory lies his insurance company accepted liability on his behalf in the end. :rotfl:]

Freefromdebt_2

I did contact the branch asking for cctv - they only keep it for 2 weeks. The manager has since left the Ulster Bank and I know that other monies were unaccounted for - the cleaner was blamed for disposing of the envelopes !

chunter

Freefromdebt wrote: »

I did contact the branch asking for cctv - they only keep it for 2 weeks. The manager has since left the Ulster Bank and I know that other monies were unaccounted for - the cleaner was blamed for disposing of the envelopes !

They only keep the CCTV for two weeks? Doesn't make any sense. I thouht these people were supposed to making sure your money is secure. If I was with Ulster Bank, I'd ship out.

Archaic security does not bode well. Most corner shops have CCTV systems that cost a few hundred quid which will record months of stuff, and backup to disc.

As I say, If I was with Ulster Bank, I'd ship out.

BigAl94

Freefromdebt wrote: »

I did contact the branch asking for cctv - they only keep it for 2 weeks. The manager has since left the Ulster Bank and I know that other monies were unaccounted for - the cleaner was blamed for disposing of the envelopes !

I would go straight to the PSNI with that info and make a formal complaint.