Claiming back charges from the Co Op (smile), failure to notify

theplastickid

So I was recently told when I called the co op to notify them that I had lost my card that I was due to be charged £75 for going over drawn.

They told me it would be debited from my account in a months time. As far as I was aware, and what I told them was that when an account is overdrawn it is usually immediately charged. To which they responded saying that banks can no longer do this and they have notified me. I have gone overdrawn in the past and never been charged (when I previously noticed this I quickly topped my account back up)

Upon asking how they notified me of their changes in policy (as I have never received a letter from smile) they told me it is hidden under a link on their front end bank page called 'secure messages' the agent told me I was at fault clearly because I didn't scouer the links of their pages and find their hidden message.

This is so unjust and I would really like to appeal this with co-op if anyone can give me any advice I'd really appreciate it.

Thanks.

[Deleted User]

I'm not sure why you think it unjust that you have been charged for going overdrawn? The only change is that the Bank now has to tell you in advance that you will be charged. Previously, the account would have been charged but "topping up" should not have meant the charge was not applied. It's possible that the Bank applied a goodwill gesture in the past which is why you apparently weren't charged.

Basically, you are responsible for your own account management. This means it is you who needs to keep track of whether you are likely to go overdrawn and keep enough funds available to ensure you are not charged.

I'm not sure you'll get anywhere with the complaint that you didn't check "hidden" (read-secure) messages.

Aquamania

theplastickid wrote: »

So I was recently told when I called the co op to notify them that I had lost my card that I was due to be charged £75 for going over drawn.

They told me it would be debited from my account in a months time. As far as I was aware, and what I told them was that when an account is overdrawn it is usually immediately charged. To which they responded saying that banks can no longer do this and they have notified me. I have gone overdrawn in the past and never been charged (when I previously noticed this I quickly topped my account back up)

Upon asking how they notified me of their changes in policy (as I have never received a letter from smile) they told me it is hidden under a link on their front end bank page called 'secure messages' the agent told me I was at fault clearly because I didn't scouer the links of their pages and find their hidden message.

This is so unjust and I would really like to appeal this with co-op if anyone can give me any advice I'd really appreciate it.

Thanks.

This page explains how you can complain (click on complaints tab)
http://www.smile.co.uk/global/talk-to-us

dunstonh

As far as I was aware, and what I told them was that when an account is overdrawn it is usually immediately charged.

Not any more. 1 month notice is required.

I have gone overdrawn in the past and never been charged (when I previously noticed this I quickly topped my account back up)

Maybe you got funds in on time or it was within an agreed limit.

Upon asking how they notified me of their changes in policy (as I have never received a letter from smile) they told me it is hidden under a link on their front end bank page called 'secure messages' the agent told me I was at fault clearly because I didn't scouer the links of their pages and find their hidden message.

I doubt they said it was hidden. That is more likely your opinion. The charges are normally supplied with the statement but if you opt for paperfree then they will be delivered by a paper free method, such as secure messaging.

This is so unjust and I would really like to appeal this with co-op if anyone can give me any advice I'd really appreciate it.

How is it unjust?
It cant be that you failed to control your spending. It cant be because they gave you one month notice in accordance with guidelines. It cant be that you chose not to read your messages.

Perhaps one thing to look at is moving back to paper instead of paper free. Although that will still require you to read your post. The other thing is to take control of your finances and do what most people do which is reconcile your bank account so you know what you have in it.

Finally, most banks will offer a goodwill refund on a first time error (or long gap between the last). So, no harm in asking them.