Fraud Issue with Halifax & Wonga

pmduk

The FOS require you to progress the complaint through a specific process, ie complain to the bank, then to them ether after 8 weeks or when a deadlock letter has been issued. They can't get involved before that date and it might have appeared that they were denying your complaint.

If FOS have found against your complaint after investigation, what reasons did they give.

innovate

pmduk wrote: »

If FOS have found against your complaint after investigation, what reasons did they give.

And the Police have not pursued your (the OP's) report - why not?

pmduk

The police will often not accept such crime reports from customers.

LardyCake

Have you read and followed the banks "complaints procedure"? This should be your starting point. Get a copy from your bank if you don't have this document.

Follow all the hoops laid down in the procedure, keep records of everything. Hopefully the bank will actually resolve the matter.

If you have had no reply after, say four weeks, then write (via recorded delivery or secure message, if your bank offers this facility) telling the bank that if you have had no reply within the next four weeks you will have to consider the matter "deadlocked by default".

Or if they reply but the matter is not resolved within eight weeks ask for "a letter of deadlock" and state that if you don't get this within two weeks you will consider the the matter to be "deadlocked by default" and will be referring it to the FOS .

Only when the matter has reached "deadlock" you can take it to the FOS. If you try before then, the FOS will reject the case automatically.

I suspect the policy of the police is now to regard this type of fraud as a matter for the banks to sort out which may explain why you got no satisfaction from them

If you don't follow the correct process you will get nowhere. I assume that is what has happened to you.

Alternatively you could presumably, in theory, take legal action to recover your money from Wonga.

oriel147

I'm actually not reluctant to explain to a professional, which is what I have done. However, some complete stranger who assumes that everyone else acts like a !!!!!! Neanderthal and who is prepared to attack complete strangers in a public forum deserves nothing but the pity I feel.

As you have decided to retain the "Waiting in the branch" issue. That is purely and simply a Customer Service issue and, as a professional in customer service myself, I would consider that spending a little time, paid or unpaid on making sure my customer is dealt with in a professional, courteous manner even if my 'time' is unpaid, that is a sound investment. A level of understanding and care from some organisation that claims to give "A little extra." Brand Damage, Loss of Customers, Public Disparagement, Disillusioned. Seems the Halifax and yourself have a lot in common.

An ignorant, arrogant, attitude with a barrier in front help and understanding, and more about highlighting one side line issue instead of resolving the original problem.

I am still trying to establish your stance of either "Devil's Advocate" or "Village Idiot" I think I have a pretty fair idea though.

opinions4u

No chance of getting any help without clear explanations as to what's actually happened.

innovate

oriel147 wrote: »

I'm actually not reluctant to explain to a professional, which is what I have done.

You haven't explained it here though (even though there are quite a few highly professional people on here).

You didn't tell us why the FOS have not upheld your complaint.

You didn't tell us why the Police have not pursued your fraud report.

You didn't tell us why you where asked to leave the bank (though it appears it was because you were trying to use their offices outside their business hours, for the purposes of making a phone call to another part of the bank? Using their phone rather than yours?).

oriel147

JuicyJesus wrote: »

Am I correct on at least three of those bullet points?

No.

JuicyJesus wrote: »

If so, that seems reasonable. You presumably have a telephone at home you can use.

I used the home phone to hear them tell me to go to the branch

JuicyJesus wrote: »

There is no valid reason why they should wait around for you.

It's called "Service"

JuicyJesus wrote: »

We cannot give ANY valid advice until you tell us this.

We? Up to now, I have had one person give me some email addresses, which I have used. I thanked the responder for that.

Other than that I have had nothing but some strange accusations and comments such as "You haven't given us the information....."

Well, as I have previously stated, this is a public forum. I am not prepared to divulge personal and private information here.

As it happens, I now have a solicitor dealing with the bank, the police and the ombudsman.

I think that is potentially the only help this forum provided. It guided me to seek professional help and not the ravings of some jury of self-appointed, wannabe advisors who have nothing practical to offer.

pmduk

If you choose to waste money on a solicitor that's your business although most people are able to solve banking problems without such help

innovate

Another typical reaction of a (relatively newbie) poster who didn't hear what they wanted to hear - - they avoid giving answers to questions (apparently to protect their privacy), get argumentative, aggressive and abusive. The only salvo we didn't get so far from oriel147 is "bet you are working for the bank!".