Bank Error and failed procedures

Just_Want_to_Live_Life

I have been having an issue with my bank, I have been with them 7 years plus and this is the first time, but I am unsure of what to do next.

I received a letter on 18th March saying that your planned overdarft is being cancelled but once it is you will still have a fee free £300 overdraft. My overdraft was only £300 so I was confused and took the letter to my branch, neither the customer service advisor or manager could make any sense of the letter and so made some phone calls in front of me. I spoke to people at the personal lending and overdraft departments to be told by both that they did not know if I would have an overdrafte or not after that date, their advice was ' just wait and see if it disappears' . I expressed my disbelief at the advice and the manager in branch could not believe it but told me that as that was the advice of the department involved then she could do nothing else. On the date in question the overdraft did indeed disappear so I called the customer services department of the bank, they said it was an error and would be put back on and they would give me compensation for the inconvenience, then after 1hr 20mins on the phone I was cut off. I called back to be told all the systems had gone down and told they would call me back in an hour or so. The next morning I had received no contact so called them back again and got a customer service advisor that told me that although my overdraft was removed in error she could not do anything, I asked to be put through to complaints to be told 'no they will tell you nothing different than what I have told you' I repeated my request and was again refused, I told the advisor I would go to my branch to complain and raise the issue to which I was told 'please do but you won't get anywhere'.

I went to the branch and the manager was very apologetic we looked on the system and everything was documented from both calls including the fact I had said I would be going to the branch to complain and that both advisors had admitted that it was the banks error. The manager gave me a number to call direct to complaints that was not available online, I called them and was given a reference and told that they had 5 days to resolve the complaint. Today is day 6 I have just called them and been told that the case has not even been allocated yet, I asked about the 5 days and they said they have sent a letter out acknowledging the complaint last Friday and so contact was made in 5 days (that was the 5th Day).

I have now spent £72.24 and counting in calls to them, 9 hours of my time between phone and in branch. Had a manager admit that procedures have not been followed, been refused to be allowed to complain on the telephone, had an error admitted twice and have had 11 days without a bank account I can use. On top of that I have had a letter saying they will charge me £5 for each day I am overdrawn ! The manager in branch has said that it will be put back on and I will be compensated so think what I want but how do you calculate things such as time and inconvenience to add to call costs ?

Any advice gratefully received

Thanks

grumbler

£72.24?! Are you calling from a mobile?
Stop wasting your money on calls that you may or may not get reimbursed with.
Check the website for the complaints procedure. They certainly have more than 5 days to react to your complaint. If you aren't satisfied with the outcome, go to FOS.

And pay your overdraft off at last. Regardless of what the letter said, they have the right to withdraw it at any time.

Just_Want_to_Live_Life

Just got off the phone from the complaints department they are cancelling all charges and offered £50 in compensation I argued about costs and calls so they have now given me £125 compensation in my account and resolved the issue with apologies

pqrdef

Just an everyday story of everything that's wrong with modern banking.

mgdavid

pqrdef wrote: »

Just an everyday story of everything that's wrong with modern banking.

...which wouldn't have happened if the OP was MSE and didn't use the overdraft. Not getting at the OP specifically, just an observation.

innovate

pqrdef wrote: »

Just an everyday story of everything that's wrong with modern banking.

With modern banking, or with people who can't manage their finances?

Savvy_Money

I agree overdrafts are for short term emergencies. Best to avoid if at all possible. Same for credit cards unless on a 0% deal and can clear before the deal ends.

molerat

Where in the op's post does it mention that the overdraft is being used, all I can see is that the overdraft facility was being removed.

gb12345

molerat wrote: »

Where in the op's post does it mention that the overdraft is being used, all I can see is that the overdraft facility was being removed.

I would say that this

have had 11 days without a bank account I can use. On top of that I have had a letter saying they will charge me £5 for each day I am overdrawn !

hints at the fact that the overdraft is in use, why otherwise would the account be unusable, unless they are in an overdraft that they no longer have.

Thrugelmir

Who ever drafted the letter probably typed the new facility incorrectly. So instead of £300 should have been £50 for example.

Mistakes do happen. As relies on a human to input.

Maybe the bank will now roll the overdraft for another 12 months before reviewing again, downwards .

opinions4u

There is a difference between an account having a £300 fee free overdraft feature and an account holder having a £300 authorised overdraft limit.