Ulster Bank = Sham

ashersmcc

I arrived home from work today to find 2 letters from Ulster Bank in relation to my joint account. As you are all probably aware in June 2012, Ulster Bank had a major IT issue which lasted approx 6 weeks, I also should note that this is the same issue which caused all sorts of problems for their customers and looks like it is still causing problems now!!!

During this time they promised and I quote "that no customer would be permanently be out of pocket as a result of their mistake." They also made a statement to advise that all direct debits would be paid, there would be no need to resubmit direct debit payments and that any charges incurred by the customer would be refunded.

I have now come home today to find 2 letters advising that 2 of my direct debits, which were due to be paid in July 2012 - one to my mortgage company (Ulster Bank) and also Co-ownership Housing have been paid by Ulster Bank on my behalf. They have advised in this letter that the direct debits did not debit my account at this time in July 2012 and they therefore intend taking these payments out on the 18th Feb 2013.

I would like to know what I can do about this, does anyone have any advice? I am SOOO angry about this, I made an official complaint to Ulster Bank in July 2012 in relation to the whole crisis, I have never received a response or any compensation from them. I have since moved my bank elsewhere because of the their poor customer service and the whole scandal. I would really appreciate any advice before I make the call to them tomorrow.

mulronie

What exactly is your complaint? Maybe I'm missing something but I don't see how this makes you out of pocket.

My interpretation of your comment is that two DD payments were meant to debit your account in July 2012, but because of the RBS computer problems, they didn't. As such, RBS paid them directly, and will apply the debit to you in February 2013.

opinions4u

Do you owe the money or not?

DevCoder

Have the direct debits been paid only once?

If so, how are you out of pocket? Unless there were charges from the beneficiary in which case Ulster Bank will pay these when you give proof.

JuicyJesus

What it sounds like is that while RBS/UB had credited the beneficiaries with the money for the DDs, they had never actually debited the money from your account. As such you now owe UB the money - which should be OK, since the money should still be in there from when they didn't debit it before. They haven't left you out of pocket in the slightest - in fact they seem to be giving you about 2 months' lead time in order to sort it out.

If you have since spent the money despite these priority outgoings clearly not leaving your account, then you are on a sticky wicket, but it's hard to see how Ulster Bank would be at fault or it would be unfair for them to reclaim that money from you, seeing as they have paid out on your behalf.

DevCoder

Youve also will be in receipt of 9 months interest on funds that didnt leave your account (if it's still there that is)

9 Months interest for nothing, not bad.

dtaylor84

ashersmcc wrote: »

During this time they promised and I quote "that no customer would be permanently be out of pocket as a result of their mistake." They also made a statement to advise that all direct debits would be paid, there would be no need to resubmit direct debit payments and that any charges incurred by the customer would be refunded.

And indeed it appears that you are not out of pocket, the direct debits were paid, there was no need to resubmit them and you have not incurred any charges.

ashersmcc wrote: »

I would like to know what I can do about this,

What exactly would you like to do?

thatsean

I'd suggest ringing them and saying thanks for months' of interest free credit on your bills.

I don't blame you for not noticing it at the time, as they made a total !!!! up of everything - but since then you must have had the chance to look through a statement and realised that these bills hadn't debited your account?

innovate

They just bill you what you owe. What is your issue?

thatsean

So im guessing that your issue is that you spent the money at the time, and are now unhappy that you're going to have a month with little free cash due to effectively paying your mortgage twice?

timbo58

Cripes.
You should have swapped to the Halifax, they royally screwed my account up and bounced loan and mortgage repayments and it took the FoS to get them to compensate and 3 months for me to detach my finances from them.

All things considered Ulster Bank sound great in comparison!