C & G Problem

plutoniumpilot

Hi,

I would like some advice on behalf of my parents in dealing with a problem with Cheltenham and Gloucester (C&G). My parents' mortgage payment for March unfortunately bounced and consequently they received a letter from Lloyds TSB stating they would be charged £35 for the unpaid direct debit. They also received a letter from C&G stating that they hadn't received payment and would charge them an admin fee. The letter also said the direct debit would be automatically processed again in 10 days. Fair enough, I guess!

The next day my parents phoned C&G and paid that month's instalment using a debit card and thought that everything would be fine. However, two weeks later they received another letter from Lloyds saying another direct debit hadn't been paid and they would charge £35 again:mad: . It looks as though they haven't stopped the direct debit from going through again for the March instalment! My parents phoned C&G to ask what was going on and whether they can stop the £35 charge from going through and they were told to speak to Lloyds TSB.

The next day they went into the branch and asked about getting the charge refunded but they wouldn't- "it's not their fault", they said. My parents phoned C&G again and explained what the Lloyds staff said. However they still wouldn't agree to refund the charge even though it was their fault.

What I would like to know is how should we proceed in complaining to C&G in this matter? I'm thinking of writing a letter but I'm not sure how to word it or to whom I should send it. Can anyone give me any tips? Thanks for reading- your help is much appreciated!

MortgageMamma

I would initially write to the address on the mortgage statements and address it to the complaints officer. Just write in it exactly what you put here, but more specific dates wise, and add that although you accept the first set of charges the second charge was their fault because they did not stop the direct debit and would they kindly refund it

MM