A&L internet banking failures on 1st Oct cost me £25

Wsb5tails

I saw alot of people had problems with connecting to the A&L site on 1st October. I was trying to move money about but kept getting a timed out message in the midst of transactions so I gave up. A few days later I get a £25 charge for a transaction they put through, that I thought had failed, funny how the corresponding transaction to cover this did fail.

I phoned them on 5th Oct and was told they were aware of the problems, could see the activity log and would refund me as it was a technical error.

11 days later and no refund and no news. I called to be told it was not classed as an error and I will have to wait till the Banking Test case to see if I will get my charges refunded. They weren't even going to tell me what was going on.

I'm very cross. Anyone got any advice?

YorkshireBoy

so02see wrote: »

Anyone got any advice?

Ring their complaints team on 0116 2004444.
Tell them what you were told on 5th October - give them the time of the call, and the name of the person you spoke to.
Give them 7 days to honour their 5th October promise, before registering a formal complaint.

Milarky

That's right, they can't go back on their word like that IMO. That's what's known as a 'verbal contract' - they verbally agreed to refund you. Case closed