Complain or Just take business elsewhere

ian_h

To put this in context I have been a member of this Building Society since I was born (so a looooong time) as there was a family connection.

My Partner needed a home for some savings and this BS offers a good rate for its online account so I suggested it.

He applied was asked for ID and as I had to call into the branch anyway he rang, asked if it was ok for me to drop off the I D was told yes and so I did.

I said I was dropping off ID For my partner (am known in the branch as I have my own account there) but noted that they didnt write the account number on his ID.

When he hadnt heard anything a couple of weeks later he rang to chase and was told they would speak to the branch who would call back, he had just stareted a new job so asked them to call on his lunch on the home phone number - they called his mobile while he was in with his boss and as it was his first week in a new job just got them off the phone asap.

When he called back he was told that they had found his ID but would be closing his account, he complained, appealed and got a final rejection.

The branch have said that the account is being closed "for misuse" they are alleging that I rang them to complain (I didnt) and that I pretended to be him in the branch (utter nonsense, I have my own accounts there, and what would I gain?).

They are saying that as its an online account he might "share his login details" (which after 12 years together I can actually laugh at I dont even know his mothers maiden name, and again why would we? we have our own accounts and keep our banking details private)

If it had been a female partner dropping off ID they wouldnt allege such impersonation and nor would they have suggested her pretending to be him on the phone.

He just wants to leave it and take his business elsewhere I am more incensed and feel he should follow up the complaint.

They are wrong, are refusing to listen and whilst I agree we should probably both vote with our feet and ultimately they dont have to offer an account to anyone, I really feel they are being unjust in what they are using as their justification and want them to acknowledge they are wrong.

Sorry for long post and please no trolls or flaming I just need rational answers - should we leave it or follow up the complaint?

agrinnall

Ultimately it's up to your partner to decide as you won't be able to pursue the complaint yourself. If it was me I'd probably do it just to cause them as much grief as I could, hopefully with the result that they back down and you can both then tell them where to stick their accounts. If he doesn't want to complain I certainly think you should consider moving your accounts anyway, there's no such thing as loyalty from financial institutions to their customers any more so there's no reason why there should be any the other way round.

I think you should name and shame, and perhaps mention the branch too as it sounds like they are incompetent.

jfh7gwa

I would complain without a second thought. They've accused you of trying to impersonate him on the phone and in the branch? I would complain and demand recognition that they're liars just on that point alone, regardless of whatever else has gone on.

I would also make it clear in the complaint that it comes from you for some aspects of the complaint (giving your account details as needed) and for your partner on the other angles. Possibly splitting up the complaint into two letters due to the issue around what they can and cannot investigate/disclose to their customers...

But, anyway, my own answer is, of course I would complain under the circumstances outlined.

Gromitt

I'd file two seperate complaints, one from each of you. Get the matter cleared up, get them to offer compensation and then when its all sorted, then move your accounts elsewhere.

Banks share information and impersonation is a serious charge - it may raise CIFAS flags, so you need to get it sorted before opening any other accounts.

antrobus

ian_h wrote: »

...
If it had been a female partner dropping off ID they wouldnt allege such impersonation and nor would they have suggested her pretending to be him on the phone.

....

Discrimination on the grounds of sexual orientation?

DreamerV

I agree with all the above. I'd be furious if they did this to me. I think it's worth complaining - I'd want an apology more than anything else! And to make sure nothing went against me elsewhere because of the issue.

IanManc

I wouldn't just walk away if I were you.

I think that you both ought to complain, making a complaint each, so that they have to look into, and respond to, the treatment they have meeted out to, and the allegations that they have made against, each of you.

Their suggestion that your partner might share his log in details is pitiful. I wonder if they bar everyone who is in a couple from having an account? Of course not. And as you are known in the branch then you are unlikely to try to impersonate someone else there. The allegations against you just don't hold water.

My view is that you should pursue the complaints, including as far as the ombudsman if need be, and then close your accounts when you've won.

I'd like to know which society it is too - so I can close my account if I'm a customer there.

mgdavid

complaining is all very well, but first you might want to have a think about what evidence you can produce, what can you actually prove ?

innovate

mgdavid wrote: »

complaining is all very well, but first you might want to have a think about what evidence you can produce, what can you actually prove ?

and what is it you want to achieve, and why?

CKhalvashi

ian_h wrote: »

To put this in context I have been a member of this Building Society since I was born (so a looooong time) as there was a family connection.

My Partner needed a home for some savings and this BS offers a good rate for its online account so I suggested it.

He applied was asked for ID and as I had to call into the branch anyway he rang, asked if it was ok for me to drop off the I D was told yes and so I did.

I said I was dropping off ID For my partner (am known in the branch as I have my own account there) but noted that they didnt write the account number on his ID.

When he hadnt heard anything a couple of weeks later he rang to chase and was told they would speak to the branch who would call back, he had just stareted a new job so asked them to call on his lunch on the home phone number - they called his mobile while he was in with his boss and as it was his first week in a new job just got them off the phone asap.

When he called back he was told that they had found his ID but would be closing his account, he complained, appealed and got a final rejection.

The branch have said that the account is being closed "for misuse" they are alleging that I rang them to complain (I didnt) and that I pretended to be him in the branch (utter nonsense, I have my own accounts there, and what would I gain?).

They are saying that as its an online account he might "share his login details" (which after 12 years together I can actually laugh at I dont even know his mothers maiden name, and again why would we? we have our own accounts and keep our banking details private)

If it had been a female partner dropping off ID they wouldnt allege such impersonation and nor would they have suggested her pretending to be him on the phone.

He just wants to leave it and take his business elsewhere I am more incensed and feel he should follow up the complaint.

They are wrong, are refusing to listen and whilst I agree we should probably both vote with our feet and ultimately they dont have to offer an account to anyone, I really feel they are being unjust in what they are using as their justification and want them to acknowledge they are wrong.

Sorry for long post and please no trolls or flaming I just need rational answers - should we leave it or follow up the complaint?

I’d be going down the lines of discrimination on grounds of sexual orientation, as this is downright unacceptable.

You were going into the branch, your partner asked you to do something for him, the BS said this was acceptable.

All phone calls should be recorded, so this will be evidence. They should either be able to get this from your own records (notes left on the system), or by the phone number and date (jot this down now so you don’t forget), plus the date of the incoming call for future reference.

The biggest good luck going on this one! I severely hope that the pair of you get somewhere with the BS. I would also be looking for another account as a backup; the trick is to get them to pay you as much as possible to stay, then switch and ditch savings to the highest paying (See ‘savings’ on the main site)

CK

ian_h

Thanks for all the replies, In terms of what we want to achieve - just an acknowledgement that we havent done anything wrong.

I need to persuade my other half that he shouldnt let this lie, he has already had a final response so it will need to be a FOS complaint now.

It was Yorkshire Building Society, Manchester Piccadilly Branch by the way!