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Need help - frozen account?
dhxr001
Posts: 3 Newbie
Hi guys
I'm new here so forgive me if this is the incorrect place to post this.
I'm with TSB. At the end of November I went to pay my rent online, I've paid my landlord like this before but the transaction failed, it just said "Sorry we cannot complete this online", so I phoned them up and they said they did not know what was causing the problem. The next day I went to a TSB ATM and attempted to withdraw some cash, the ATM retained my card so I went into the TSB branch it was at and explained to them. The lady on the front desk tried to help by phoning around but was unable to resolve it (or give me my card back). I thought this was odd. Between then and now I have phoned them up six times and each time no one can explain why my accounts are frozen or what to do to unfreeze them. I'd been told they'd phone me back - they never did. My direct debits are being rejected with the "refer to payer" message, according to Virgin Media. Last Monday (29th December) I went into my branch, and explained to them what has happened, they then asked for my account and sort code, so I handed them my most recent statement, they looked at my name and went "Oh its Mr xxxxx" in a suspicious way. The manager then took them and told me to sit down, then 20 minutes later she invites me into an office to explain there is a "process" on the account, that it has been "escalated" and whether I would like to make a complaint. At that point it has been over 42 days with no money whatsoever, bills and rent in arrears, etc. I made the complaint, and was told I'd hear back from them within 5 working days. This time is now up, and you've guessed it, no letter, email, phonecall or anything.
Has anyone else had an experience like this before? If so what caused it and any tips on helping me to get it resolved?
Kind regards
I'm new here so forgive me if this is the incorrect place to post this.
I'm with TSB. At the end of November I went to pay my rent online, I've paid my landlord like this before but the transaction failed, it just said "Sorry we cannot complete this online", so I phoned them up and they said they did not know what was causing the problem. The next day I went to a TSB ATM and attempted to withdraw some cash, the ATM retained my card so I went into the TSB branch it was at and explained to them. The lady on the front desk tried to help by phoning around but was unable to resolve it (or give me my card back). I thought this was odd. Between then and now I have phoned them up six times and each time no one can explain why my accounts are frozen or what to do to unfreeze them. I'd been told they'd phone me back - they never did. My direct debits are being rejected with the "refer to payer" message, according to Virgin Media. Last Monday (29th December) I went into my branch, and explained to them what has happened, they then asked for my account and sort code, so I handed them my most recent statement, they looked at my name and went "Oh its Mr xxxxx" in a suspicious way. The manager then took them and told me to sit down, then 20 minutes later she invites me into an office to explain there is a "process" on the account, that it has been "escalated" and whether I would like to make a complaint. At that point it has been over 42 days with no money whatsoever, bills and rent in arrears, etc. I made the complaint, and was told I'd hear back from them within 5 working days. This time is now up, and you've guessed it, no letter, email, phonecall or anything.
Has anyone else had an experience like this before? If so what caused it and any tips on helping me to get it resolved?
Kind regards
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Comments
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You need to go to a branch and wait until you get answer.
Do you use your account normally / let anyone else use your account? They seem to be acting as if you have committed fraud etc.0 -
sounds like they suspect MLDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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You need to go to a branch and wait until you get answer.
Do you use your account normally / let anyone else use your account? They seem to be acting as if you have committed fraud etc.
I use my account normally, I'm a student and had my student loans paid into it (so it can recieve money, I just can't use any of it). No one else has ever used my account.
If I hear nothing tomorrow I will be going into branch and demanding an answer.0 -
What "it"?...At that point it has been over 42 days with no money whatsoever,
Was it 42 days since the problem started?
Start complaining to FOS.bills and rent in arrears, etc. I made the complaint, and was told I'd hear back from them within 5 working days. This time is now up, and you've guessed it, no letter, email, phonecall or anything.
Try opening a spare bank account.
It a hell of suspicion if it takes the bloody pinkertons more than 42 days to make their mind!sounds like they suspect ML
That said, this curtain of secrecy indeed looks familiar for a AML/fraud so called 'investigation'
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