We don't have last year's statements, says bank

Compound_2

I was raising a matter (nothing major) on a statement a few months ago (less than 12). The card services guy on the phone said they don't have statements that far back, because it takes too much storage space. He suggested going to a branch to ‘verify ID’. Yet the card hasn’t been used in months and I was asked for the last transaction as a security check! Whenever I’ve asked a branch about the credit card, they say don’t deal with them and you have to phone.

How can a bank claim that they can’t access 2006 statements, when people are getting 6 years of statements under the DPA for reclaiming charges? It’s a good job I’ve kept my statements! The guy said he'd email someone who he 'hoped' would get back to me in a few weeks. Am I being fobbed off? I’m thinking of going into a branch with the statement for them to copy and forward, along with a letter.

---lee---

It does sound like they are fobbing you off. If you are disputing a transaction, they should send you a form to fill in with all the details.

I would write to them with the details of the transaction you are concerned about (address should be on your statement). I would also mention your concerns about how you have been messed about and misinformed on the phone. Any potential fraud on your card should be taken seriously.

When I get messed around like this, I also ask them to write to me with details of the formal complaints process - that usually produces a 'goodwill' payment.

jonesMUFCforever

They can get a statement for you but they will charge (£5 a sheet I think).
They probably meant to say that it was not available on their screen but is on microfiche which is why it will take time to get to you.

Compound_2

---lee--- wrote: »

It does sound like they are fobbing you off. If you are disputing a transaction, they should send you a form to fill in with all the details.

I would write to them with the details of the transaction you are concerned about (address should be on your statement). I would also mention your concerns about how you have been messed about and misinformed on the phone. Any potential fraud on your card should be taken seriously.

Luckily it's not a fraud matter--I'd have reported that immediately or could have been held liable for further fraud. I have a calculation query. Perhaps I should’ve got this dealt with earlier, but with people increasingly asserting the 6 year rule, I don’t see what the problem is. I haven’t heard anyone trying to reclaim being told that 12 months is ‘too late’ – perhaps this is a new trick.

ejones999 wrote:

They can get a statement for you but they will charge (£5 a sheet I think).
They probably meant to say that it was not available on their screen but is on microfiche which is why it will take time to get to you.

I’m not asking them to produce duplicates. I have everything in front of me and want to get on with dealing with the matter.

jonesMUFCforever

What is the problem then?
Sorry but I don't understand your query.

Compound_2

I think I've been overcharged by the bank, but they're claiming they can't see last year's statements to look into the amounts.

jonesMUFCforever

In what way have you been overcharged?
And are we talking about your bank account or credit card?

Why not write to the bank enclosing photocopies of the statements that you hold to raise your point whatever that may be?

Compound_2

I don’t want to go into the precise detail of the case for privacy. We are talking about a credit card (hence the forum). Not a penalty charge – basically I am querying the way the bank has calculated amounts/charges. But that is not the point of the thread – the point is the bank fobbing me off saying they don’t have the statements, as an excuse for not dealing with my enquiry.

I probably will have to write to them, quoting the relevant dates. As for making photocopies, it is not the job of a customer to provide copies of statements to the bank. It’s the bank’s job to provide statements to the customer. They say they don’t have the statements, but I do not believe them.

People have been getting 6 years of statements under the DPA for reclaiming. Are we suggesting customers send back hundreds of pages of statements with their claim? No bank would use the defence of not knowing what was on statements they themselves produced: they would be laughed out of court.

jonesMUFCforever

!!!!!! you have the statements - just bloody write a letter then outlining your problem (don't bother with the statements if it worries you that much!).

I'm not too suprised that you have been fobbed off by the bank you've !!!!ed me off too in just 4 posts!

You ask for advice then its too private to discuss!

Basically I think you are wasting your time - but if you have nothing better to do good luck.

Compound_2

I’m sorry if I offended you. I was just trying to keep the focus of the thread on the title, rather than going off on the tangent of my detailed circumstances. In any event, the bank has yet to give its interpretation of the overcharging, so it’s not appropriate to comment. So rather than individual advice, I was looking for general comments on the credibility of ‘We don’t have last year’s statements.’ I felt it was ludicrous in the context of DPA requests in the 'reclaim 6 years' campaign.

The hesitancy in sending photocopies was about avoiding the small possibility it might help the bank construct a defence of its calculation, when it had lost the means to do so on its own.

jonesMUFCforever

No comment!!