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

Wyndham

I think it depends what they mean by 'statements'. I'd expect them to have full computer records that they can look at, but not necessarily paper statements. It could be that the wording is (for some reason) confusing them?

However, it could be that the records get archived after a certain amount of time, and maybe access is restricted to the older ones. But if so, someone must have access to them.

Compound_2

Wyndham, if the bank is not lying then the latter is the case. The guy on the phone insisted they'd been wiped from the computer. Still, you'd think they'd have easy access to 2006. Otherwise the banks wouldn't be able to avert court action in the 14-day response time Martin mentions.

CLAPTON

clearly they do have access to statements going back 6 years

so your options are

1. phone again and maybe a different person will be able to deal with your query.

2. if that does not work write a letter of complaint.

Mark7799

As has already been said, there's probably only a limited amount of information available immediately - for a longer period it may have been archived and not available unless specifically requested. Did the guy on the phone say how long before he COULD get the details or didn't the conversation get that far?

---lee---

Compound, as you mention fees, was it an overseas, gambling or paypal transaction? Depending on your card provider, these transactions can incur additional fees.

Compound_2

Mark7799 wrote: »

As has already been said, there's probably only a limited amount of information available immediately - for a longer period it may have been archived and not available unless specifically requested. Did the guy on the phone say how long before he COULD get the details or didn't the conversation get that far?

The guy said he wouldn't be able to access it. I asked if he could transfer me to anybody who would be able to, but he said he didn't know anyone. I think he hoped I'd say, 'Oh well, never mind'. But I wasn't satisfied so he said he'd send an email note, and I should get a response in a few weeks. But I felt I was being fobbed off as he didn't seem interested in taking down much detail. I doubt I'll hear back - I'm sure I'll have to write in a few weeks.

lee, I understand that there are charges for some things, but I was querying the way the had been applied, resulting in an overcharge. I have had refunds for similar overcharging before, but I had rung up immediately. The bank didn't seem to deny that a refund might be due, they just threw a spanner in the works by saying the data had been wiped. Moral of the story: don't delay! As I said to ejones999, it wouldn't be appropriate to make detailed allegations of the overcharge until the bank has had a chance to explain the amounts.

---lee---

Whilst I can accept that the data may be archived, I still think they are trying to fob you off.

After all, if the data was archived, surely the system would give an option for it to be restored and on requesting the information, it would be available again within 24 hours (or similar)?

I would write to them so that they can't "forget" about your request and express your concerns at your treatment.

I think your request that they explain any fees/charges is perfectly reasonable.

jonesMUFCforever

If you gave some broad details of the charges you may find some very knowledgable people who may be able to assist you straight away.

Your choice of course.

Mark7799

Compound wrote: »

The guy said he wouldn't be able to access it. I asked if he could transfer me to anybody who would be able to, but he said he didn't know anyone. I think he hoped I'd say, 'Oh well, never mind'. But I wasn't satisfied so he said he'd send an email note, and I should get a response in a few weeks. But I felt I was being fobbed off as he didn't seem interested in taking down much detail. I doubt I'll hear back - I'm sure I'll have to write in a few weeks.

So you expected an immediate response. The rest of the description is your conjecture "I felt I was being fobbed off" "he didn't seem interested" "I doubt I'll hear back"

Compound_2

ejones999 wrote: »

If you gave some broad details of the charges you may find some very knowledgable people who may be able to assist you straight away.

Nobody here can grant me a refund. Only IF the bank gives a defence of the status quo can MoneySavers advise on whether to challenge the bank’s explanation. I’ve chosen to keep the issue of the overcharge separate from the timing issue. As I said, I have a precedent of refund of a similar overcharge, so going off into a discussion of this would be a red herring. I consider myself knowledgeable on the T&C of my account, but I don’t know about banks’ data/time policies so that’s what I’m seeking assistance on.

Mark7799 wrote:

So you expected an immediate response. The rest of the description is your conjecture "I felt I was being fobbed off" "he didn't seem interested" "I doubt I'll hear back"

No bank employee is ever going to say, ‘I’m fobbing you off.’ The impression will always be a conjecture on the part of the customer. You weren't party to the conversation, but the fact is the guy didn’t ask the right questions about dates/amounts that would be needed to investigate. Also, he suggested going to a branch to ‘verify ID’ when the branch has told me they don’t deal with credit cards and you have to phone.

I did hope for an immediate response, as I got when I raised a similar issue. So far no one has come forward to defend the bank’s position that 2006 statements have been wiped. We have just had conjecture that the data might be archived somewhere, but nothing specific. I was hoping to hear from someone who has experience of dealing with a matter a few months after the relevant statement.