Reclaim for bank charges refused

AnnieLou_2

Hi,

I hope someone can help!

My account was accessed in January and two payment went out to an xbox (which I don't own). I reported it and had a new card issued, but the bank did not refund the money taken out (about £85). I didn't realise that the money hadn't been refunded until a few months later, and after trying to pay off my debt and spiralling out of control! after trying my hardest to pay it off whilst being inbetween jobs and living off tax credits. I wrote to the bank in August outlining my position and claiming unfair charges. and have now had a reply back saying that because I hadn't reported it (which I had and have a letter to prove it) they will not refund the money and i have to pay back all the charges too.

What do I do now?

magpiecottage

This sounds like a breach of FSA Rule BCOBS 5.1.11R(2) which says, "Where a payment from a banking customer's account was not authorised by the banking customer, a firm must, within a reasonable period, refund the amount of the unauthorised payment to the banking customer and, where applicable, restore the banking customer's account to the state it would have been in had the unauthorised payment not taken place."

I suggest you take the matter to the Financial Ombudsman Service.

Send copy correspondence (not originals) in support of your complaint.