Advice please

nh1988

Hi,

Can somebody please give me abit of advice regarding Think Banking.

I'm moving house and selling alot of bits that have accumulated and people have sent me faster payments for items and I've shipped them out.

I had about 5 or 6 payments go in from Sunday- Wednesday of last week. And one payment was a deposit and the guy was sending the only half on Thursday on his payday.

It came to Thursday and he paid the other half as agreed and I went onto my online banking which wasn't working, and so I tried my telephone banking which was also not working but it put me straight through to a Think Banking 'Money Manager'.

They said they could see the payment but couldn't credit it to my account as there was a system error and they didn't know how long it would take to fix.

This was on Thursday at 12pm and now its Sunday 10am and I still have no access to my bank account. I have rang them numerous times and they still say they don't know what the problem is and its affecting a few accounts. I told them I had to miss work for 2 days as I had no fuel and couldn't withdraw my money. I also couldn't feed my kid.

One lady on the phone told me these things happen in life and I have to borrow money from family or friends. I said thats not possible and I want my own money but she said theres nothing she or anybody else could do to help me and I have to wait for them to call me saying its fixed.

What can I do?!

Its already cost me £39.58 in mobile charged ringing them up!!

Gromitt

Formal complaint in writing, stating what you have spent and expecting any charges dropped and compensation.

See recent Natwest case.

antrobus

Gromitt wrote: »

Formal complaint in writing, stating what you have spent and expecting any charges dropped and compensation.

See recent Natwest case.

Very appropriate, particularly since Think Banking only provide an account service, and the account is actually held at RBS. So presumably the same problems that have plagued RBS etc customers will also have affected Think customers as well.

pmduk

Think banking have admitted that this is a problem at their end, not the company with whom they place the deposit. You'd be best making plans to move to a proper bank when you regain access to your funds.

nh1988

Oh I will be. Its making me so stressed as I have already been threatened with police action from frustrated people who are waiting for items to be delivered, but I cant get my money out to pay for the deliveries!!

I have no idea what to do, I've had no access to any of my banking facilities since Wednesday.

nh1988

After yet another 25minute phone call this morning to Think Banking, I managed to speak to a manager there, and he said they are working on the issue which affects a mere percentage of their customers. Payments are there, they are just having problems crediting them to the account. I stated it has been 5 days since this occurred and he says the will prioritize this and do everything they can, and once its sorted the can look into charges that I have incurred due to their errors.

So basically, being fobbed off again for another 25 minutes

:mad::mad::mad::mad::mad::mad::mad:

Gromitt

Have you posted the formal complaint letter yet?

nh1988

Yesterday morning I emailed the managing director of Think Banking and immediately received a reply stating that he had asked his team to deliver him a full report on what was happening with my account.

At 530pm yesterday Think Banking rang me and offered to put some 'emergency cash' into my account until they could figure out the reason why my credits were not going into my account.

They paid £80 in for me, and told me that it would take it off when the credits go into my account (one being a faster payment of £90 and the other a cash payment of £195), or when my salary goes in. I have however told them my salary will not be going into this account due to the problems over the past week.

Its now been 8 days since the £90 transfer and £195 cash payment were paid into the account and they still aren't in there. No access to telephone or internet banking either at the minute.

The £80 they paid in for me came out of the cash machine fine but not its all been spent on a tank of petrol, so I'[m basically back to square 1 until these payments go through!

They also said they would refund the £45 I have spent on telephone calls to them if I sent them my phone bill when it arrives.
The gentleman said he would close my complaint as resolved, but if there is anything else then it can easily be reopened.

They told me it was a very small number of accounts which had been affected but I still haven't seen any internet posts for anything in the past week.