Charged without being informed

dm1983

What's the best way for me to procede in writing?

I spent 15 minutes on the phone with the co-op bank this afternoon regarding £60 in unpaid items charges and £20 service charge for going over an agreed limit.

The reason there was no money to cover these charges is because unlike last month when they hit me with a charge, I did not receive a letter informing me of any upaid items.

One item is an s/o which I was charged for last month too, although I contacted them to change the s/o date as soon as I received the letter about that one.

They are claiming the change didn't go through in time (rubbish as I phoned well in advance of the next billing date) so I got another charge.

I'm not happy at having to pay these due to not being informed about them, nor the charge for going over an agreed limit as if I'd had warning of the charges I'd have ensured the funds would have been in place.

They told me over the phone that they sent out letters so they can't do anything.

So, I'm looking to complain in writing and seeking advice on how best to word this complaint.

dunstonh

They are claiming the change didn't go through in time (rubbish as I phoned well in advance of the next billing date) so I got another charge.

how far in advance? it takes two working days to amend a standing order.

as if I'd had warning of the charges I'd have ensured the funds would have been in place.

It isnt the banks requirement to tell you the status of your funds. Its your job.

So, I'm looking to complain in writing and seeking advice on how best to word this complaint.

keep it short and sweet. dont get emotional, dont make accusations you cant prove. Repeat most of what you have put here. At the end of the day you are relying on their goodwill. So, dont irritate the person handling the complaint.

dm1983

dunstonh wrote: »

how far in advance? it takes two working days to amend a standing order.

I called them well over a week before the new date I wanted it taken on.

dunstonh wrote: »

It isnt the banks requirement to tell you the status of your funds. Its your job.

Yep, that's why as I said had I actually received a letter from them telling me that the charges had been incurred then I would have ensured there would have been funds in to cover them, therefore not incurring the additional £20 I was hit with today for going over my agreed limit.