Standing Orders changed & not by us!

Psykicpup

I need some help with how best to make a complaint to our bank re errors they have made.

The Story...
1) I tried to change a Standing Order online from our joint account to increase it (due to a missed pymt which is my fault but a whole different story) and wasnt able to .. this was Thurs 9th Dec & it is due out on the 15th when my wages go in. Called telephone banking & they couldnt do it either as 'I needed to fill in a form'. I then noticed that the SO had been changed to the 8th! So tried to call again .. no joy, guy on end made out he couldnt hear me .. phoning about a joint acc with hubby ... so how did he know to refer to me as Mrs Psykicpup if he couldnt hear me eh? ... So all the way into town to the bank I go to be accused of being senile or a liar about what day it comes out ... finally the guy behind the desk sorts it all out .. its increased & back to the right date. 'Did it try to go out on the 8th' I ask... 'No' he replies ...'so I wont get charges then' ... 'No' he replies confidently, so off I toddle thinking oh well bit of a nuisance having to go all the way into town on my day off but all sorted. Saturday morning I get a missive from the bank ... bank charges for a failed SO on the 8th Dec! I am fuming but nothing I can do right now about it.
2) Sunday .. following day .. hubby goes to pay for £20 quids worth of shopping & no funds available in his account .. thats not right he wails there was £100 in there last night (he had checked the account while we out for dinner at a relatives). ' No Worries' I say .. there is money in the Joint acc - I will transfer some & we can go back to the shop' .....Now hubby has a SO sending £100 'housekeeping' to the Joint acc every Thurs .. the day after his wages go in ..So Guess what we found when we checked the joint account ... yes his SO had gone out early .. Sat night/Sun morning. Few days later he gets charges as not enough in his account to cover other things coming out. Well with £200 not £100 coming out in one week ....to be expected & if the SO had not come out early there would have been

My daughter has a friend who used to be a bank manager who she was going to ask for advice but seems she is on leave or of sick, & I dont want to leave this till the 1st when the charges will be claimed, but I really dont know the best way to complain. Also is this the sort of thing I could claim compensation for .. I dont want to be greedy but it has cost us money & stress .. and they are quick enough to charge us if we make an error however genuine .......

Mikeyorks

Try a formal complaint to the Bank. But I don't hold out too much hope as the facts don't really stand up to too much scrutiny?

Banks don't change the dates of SOs at a whim .... why would they. But there's an audit trail of you logging in to do so??

And :

yes his SO had gone out early .. Sat night/Sun morning

...... SOs work Bank working days only - they don't do weekends or Bank holidays so it can't have left your account at that time? Occasionally a Bank will pre-empt a SO due out on the Monday .... but this wasn't ...... and it would show the Mon date in any event.

Psykicpup

Mikeyorks wrote: »

Try a formal complaint to the Bank. But I don't hold out too much hope as the facts don't really stand up to too much scrutiny?

Banks don't change the dates of SOs at a whim .... why would they. But there's an audit trail of you logging in to do so?? .. Where? ....I was changing the amount not the date ... I certainly had not made any change to the SO

And :



...... SOs work Bank working days only - they don't do weekends or Bank holidays so it can't have left your account at that time? Occasionally a Bank will pre-empt a SO due out on the Monday .... but this wasn't ...... and it would show the Mon date in any event.

Yes indeed it does show as Monday the 13th ... & did on Sunday the 12th when I logged into the account .. the SO was not due out until the 16th however ... hubby doesnt have access as he has forgotton his password so he had not changed it