Address Change with bank

bubbles3

I moved into my house 3 1/2 years ago and went into the bank and changed my address. Everything was fine I received my bank statements and my new card in February. Then last month I got a phone call from my mother in law who we had stayed with whilst waiting for the sale of our house she had received a letter for me. It turned out to be my bank statement. I called the bank to find out why they has sent my statement to an old address that I had not lived at for over three years and was informed that, that was the only address they have for me on the system! I only received my new card in January to my home address they cannot explain how this has happened and said that I must have not changed the address and that I will now have to go into the bank to re-change the address I am very annoyed that this has happen as this address could have been a previous address I had no contact with and my details could have been used fraudulently I asked how this has happen but they seem very uninterested and just offered me £50 in compensation. Should I accept this? I feel they have been very negligent with my details

pmduk

If you have suffered no actual loss, then I'd accept it.

bubbles3

I not really bothered about the compensation it's more a matter of trust as they seem very unwilling to look into why this has happened.

zxspeccy

Can't speak for all banks however but changes in the customer database should have an audit trail (i.e. the bank can trace which member of staff keyed the amendment). So if you have complained then they should be able to provide you with a satisfactory explanation of what has happened. Also they should be able to amend the address back without the need for you to go into the bank to sign something, they would simply be correcting their mistake. It could be that this statement relates to another account (an old savings account perhaps), and this account was not mentioned when you changed the address originally. It could also be mail being returned "gone away" however banks would normally cancel the address rather then changing back to a last know address.

I am confused why the bank has offered £50 compensation but don't appear to have investigated the matter properly. Still £50 is not bad for a little bit on inconvenience, but I am guessing this is to do with the potential “Data Protection” issue associated with sending your statements to the wrong address.

If you write to them and explain what has happened and what exactly you want them to do then this should give you a proper answer to your issue.