Smile customers

son_of_god

Sent my 1st letter and a £10 cheque on the 1st March still not heard anything yet. Trouble is at what point do you phone them to ask if they have it. I sent my letter to the address in another thread any one know what number to call to chase to see, do they have a data protection dept?.

Harri_2

:mad: Hi. Firstly I hope this is in the right area and second can you help me please? I received a phone call Thursday 22.03.07 to advise me that I owe the co-op 291.00. I opened account with them Jan 2006. I have never used the account and hadn't paid it a single thought. I have been told that I have to repay the full amount and that they want an interim payment of £10 before they are prepared to stop adding interest to what I owe them - as a gesture of goodwill on my part!!! - within 10 days of the phone call.

I then received a letter on the 23rd, the first from them, dated 22nd March 07 again demanding payment, written as though they have contacted and spoken to me on several occasions.

Am I able to claim these account fees and accured unathorised o/draft fees and interest back from them does anybody know?

many thanks in advance
Harri

son_of_god

Sent Smile a secure message 4 days ago to advise that the 40 days were due up. Surprise surprise message came back to say that they had no record of my first letter on file, and that I should send the request again.

Should I do this or make a complaint. I did not send the letter recorded delivery.

Butterfliesarepretty

Hi yes I have had same problem, got my charges back as I have said. But I have still not received my statements and they kept coming up with excuse after excuse see below:- start reading from the bottom!:mad:

Hello Ms Shaw

I'm sorry about the confusion with your statements.

I printed them off yesterday and sent them recorded delivery for you. You should receive them shortly.

Thanks

Jackie

Message Sent to Bank

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To : BANK
Date : 10/04/2007
Subject : Manager

If these were sent on the 5th March - why are they not with me now?? How can sending some statements in the post take a month to arrive??

Message From Bank

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Operator ID : ATAYLA
Date : 10/04/2007
Subject : Manager

Hello Ms Shaw

I'm sorry about the trouble you've had in receiving these statements. These were sent on the 5th March and should be with you shortly.

Regards

Andy

Message Sent to Bank

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To : BANK
Date : 05/04/2007
Subject : Manager

At last service - I never wanted originals just copies from the date I joined you. How ridiculous you can get something simple so wrong. Do I get anything more than a sorry - seeing as I have rang you twice in the last three weeks and sent tons of messages???

Message From Bank

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Operator ID : SBAILE
Date : 05/04/2007
Subject : Manager

Hello Ms Shaw

I am genuinley sorry for the missunderstanding about your statements. We are going to print copies of all the statements today and send them out to you.

If you still want the originals, please advise us accordingly. There is a 40 day waiting period however. Due to the volume of requests we are unable to promise an earlier response.

Thanks

Shirly Bailey

Message Sent to Bank

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To : BANK
Date : 03/04/2007
Subject : Manager

This is all lies - if you look at my secure messages you will see that the 'manager' asks me to authorise the £10 charge with a message back - and the message is shown on the 19/2/07 which I replied promptly to to say yes I authorise the £10 deduction. Also the other reason I was given for not receiving them was because 'your subject access team' has treated it as a refunds request!! So what is the truth here??? I want those statements by thursday - a letter of complaint about the bank is now being sent to the fsa because of your incompetence and lack of urgency. I spoke to someone at smile last night and they assured me my messages were being dealt with the customer complaints department. Another 40 days is ridiculous to wait - I need those statements to prove a bill was paid!

Message From Bank

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Operator ID : JBURGA
Date : 03/04/2007
Subject : Manager

Hello Ms Shaw

I'm sorry about the delay in answering your secure messages.

I've checked your account and can see that the £10.00 charge has never been received for the copy of your statements. This is why you haven't received them. The 40 day period starts from when we receive payment. Can you please confirm which account you would like us to take the charge from. Once we've received this information we'll be able to order the information you've requested.

Thanks

Jackie

Message Sent to Bank

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To : BANK
Date : 28/03/2007
Subject : Manager

My messages are not being answered quickly or seriously. From the 19/2/07 which was my first message you have had 40 days to provide me with my statements. If I do not receive them by the end of the week I will be complaining to the fsa about your slowness to act on my first request.

Ms Shaw

Message Sent to Bank

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To : BANK
Date : 26/03/2007
Subject : Manager

the 40 days is nearly up - if you check my other secure messages you will see that asked for my statements ages ago - so I am due my statements immediately. There is no reason as to why you have not sent them out already. If they do not arrive in the next week I will be sending you a complaint. terrible service that even though I authorised the statement charge - you have not yet carried it out.

Message From Bank

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Operator ID : ATAYLA
Date : 26/03/2007
Subject : Manager

Hello Ms Shaw

I've taken a look at your account and can see that you request was treated as a refund of charges request.

I've spoken to our customer care department who've advised me that they'll now get all this information sent out to you.

Unfortunately this information may take 40 days to produce. I can however send you out a full list of the charges that have been applied to your account in the last 6 years if you wish.

I'm sorry for any inconvenience this may cause.

Regards

Andy

Message Sent to Bank

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To : BANK
Date : 21/03/2007
Subject : Manager

My account has been credited with £589 - adj commission. I assume you are still sending out the statements as I need them to scan through for my charges and previous bills for payment to be checked by myself.

Thankyou for your help

Message From Bank

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Operator ID : ATAYLA
Date : 15/03/2007
Subject : Manager

Hello Ms Shaw

I can confirm that your request will be completed within the 40 day period we have set.

We do however aim to have this request sent out earlier than this date.

I'm sorry for any inconvenience this may cause.

Regards

Andy

Message Sent to Bank

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To : BANK
Date : 14/03/2007
Subject : Manager

I have asked as to why it is taking so long to send me my statments from when I started this account. I have authorised £10 payment but I have not yet received any reply from my message yesterday and nothing in the post. Please reply today.

Message Sent to Bank

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To : BANK
Date : 13/03/2007
Subject : Manager

I have not yet received my statements - can you please speed the process up. why is it taking so long to do a print off??

Message Sent to Bank

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To : BANK
Date : 12/03/2007
Subject : Manager

I have not had my statements yet in the post. I have been told that it should not take this long forty days or not. All it takes is a push of key on a keyboard to print them out. I have paid my £10 upfront and not got anything. I would like them sent to me this week.

Thanks

Message From Bank

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Operator ID : ATAYLA
Date : 23/02/2007
Subject : Manager

Hello Ms Shaw

I've passed your request on to the Subject Access Team. They now have forty days to provide you with this information. This is in line with the Financial Services Authority.

Regards

Andrew Taylor

Message Sent to Bank

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To : BANK
Date : 20/02/2007
Subject : Manager

Hi would like to authorise £10 for all my statements to be sent to me or access to print every single one off. I also would like you to send a free print off of all my charges since I joined you. Thanks

Message From Bank

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Operator ID : DMYZOR
Date : 19/02/2007
Subject : Manager

Hello Ms Shaw

You can request a full Subject Access Request for £10.00 which will give you access to all your statements. If you would like to do this, please authorise a deduction of £10 from your account.

Alernatively, if you are interested to know how many charges you have had on your account, we can send you a print out free of charge. Please advise.

Many thanks

Dorothy

Message Sent to Bank

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To : BANK
Date : 13/02/2007
Subject : Manager

I would like to know how much it would cost me in total for every single statement to be sent to me in the post since I opened this current account to todays date. I want to know the exact cost and the actual date of when I opened this account.
Thanks

son_of_god

Well Had a letter on Saturday listing all the charges so second letter will be on it's way asking for £1500.

Revels_2

Just filed my claim on MoneyClaim OnLine for £1544 (includes fees.) Now it's serious! *crosses fingers*

golddigger_3

Hi

Claiming from Smile on behalf of my sister-in-law. Asked for the statements which took 38 days - got them today. The letter has the correct bank account no. on it but the list of charges are from someone elses account.
If any one is missing theirs we have them! Its for £439 so if you can tell me your number -I'll email them over!!!! (and I won't charge you £10!!!:rotfl: )

Bet we have to wait another 40 days for the correct ones. Unless someone else has them.......

biscuitdunker

Hiya, I've just recieved a list of bank charges from my bank (Smile) and they total around £1000. What confuses me is the categories they've separated them into and what they mean, perhaps someone else can explain?

The different columns are titled 'COMMISSION', 'COMMISSION', 'CREDIT', 'DEBIT', 'FEES', 'TAX ON'.

Do I simply add up all the different column totals and try to reclaim it all?

System

biscuitdunker wrote: »

Hiya, I've just recieved a list of bank charges from my bank (Smile) and they total around £1000. What confuses me is the categories they've separated them into and what they mean, perhaps someone else can explain?

The different columns are titled 'COMMISSION', 'COMMISSION', 'CREDIT', 'DEBIT', 'FEES', 'TAX ON'.

Do I simply add up all the different column totals and try to reclaim it all?

I would say the only ones you could claim would be 'FEES', but that's just a guess.

Why not ring Smile and ask them to explain?

Regards
UNDERGROUND

biscuitdunker

From the word 'fees' it would seem like that, but actually the fees only amount to £25 in total, where as the first 'commission' column totals over £700 and looks like it corresponds with all the excessive daily excess charges they've given me recently. I don't understand why it's called 'commission' though? Also, it looks like they've lumped the daily excess charges in with the service charges. Am I not entitled to claim back the service charges? If not, how do I work out how much of the 'commission' total is service charges?

Argh! Why couldn't they have sent me a list I could understand?!

I will call them, but going by past experiences with them, I doubt they'll be able to help!