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Advice about a Tsb complaint
Newbie1170
Posts: 21 Forumite
Just looking for some advice about my partners complaint with Tsb.
I have outlined this below.
He joined Tsb on 23/03 with the £75 switching incentive.
Neither of us have had this payment yet.
All his direct debits weren’t transferred and bounced so his car and life insurances were on the verge of being cancelled.
He had unpaid credit card charges as their systems were down and he couldn’t get into his internet banking to pay it as their direct debits had failed .
He logged a complaint on the 30/03. He has been in the branch 4 times as he was waiting ages on the phone to get through
He had 12k in his account and hasn’t received any interest on it when he had opened the account that pays 5%.
As the 8 Weeks has now elapsed he went to the branch again today to be waiting and hour and a half and told by the branch manager that the ombudsman is now allowing them 3 mo this to investigate because of the problems they’ve had.
They are now telling him they can’t find his complaint although a branch member discussed it with him last week
Does anyone have any advice on how to approach this from now?
I have outlined this below.
He joined Tsb on 23/03 with the £75 switching incentive.
Neither of us have had this payment yet.
All his direct debits weren’t transferred and bounced so his car and life insurances were on the verge of being cancelled.
He had unpaid credit card charges as their systems were down and he couldn’t get into his internet banking to pay it as their direct debits had failed .
He logged a complaint on the 30/03. He has been in the branch 4 times as he was waiting ages on the phone to get through
He had 12k in his account and hasn’t received any interest on it when he had opened the account that pays 5%.
As the 8 Weeks has now elapsed he went to the branch again today to be waiting and hour and a half and told by the branch manager that the ombudsman is now allowing them 3 mo this to investigate because of the problems they’ve had.
They are now telling him they can’t find his complaint although a branch member discussed it with him last week
Does anyone have any advice on how to approach this from now?
0
Comments
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That actually sounds like a whole range of different complaints but for the one that he did log formally, he should have received some sort of log/reference number that'll allow them to track it, does he have such a number?
Personally I'd deal with them in writing rather than hanging around in branch, and would stick to dealing with the central customer service team rather than the local branch staff.
I don't know how true the extension of the 8-week timescale is but can imagine that they'll be inundated after all the subsequent issues so it does sound plausible, although if it was an agreed policy then I'd have expected it to have been mentioned on here, given the amount of TSB threads!
Having said that, I also don't recall any extensive TSB outages in late March ("their systems were down and he couldn’t get into his internet banking to pay it as their direct debits had failed") but if they messed up a CASS switch then they're on the hook for consequential costs so I'm sure he will be refunded eventually.0 -
Thanks for your reply. Once they messed up his dds he kept trying to get them set up again and they wouldn’t work against his new account0
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Newbie1170 wrote: »He had 12k in his account and hasn!!!8217;t received any interest on it when he had opened the account that pays 5%.
He won't get interest on £12k. The account that pays 5% only pays it on the first £2.5k. So don't expect it all to get interest.
And even the £2.5k only gets interest if there is the minimum pay-in (from a non Nationwide account) of £1k each month. So if that hasn't been done there'll be no interest at all.
Edited to add - sorry, my original wording above relates to Nwide accounts. For TSB, as ValiantSon points out below, the interest is only on the first £1.5k and needs a £500 pay-in.0 -
I think that you will be okay. To be on the safe side, I would go to the FOS to complain and advise that you have not received the 8-week final response letter. Thinking about it, I will probably do the same.0
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Thanks for that.
They have had a minimum pay in of £10000 -
He won't get interest on £12k. The account that pays 5% only pays it on the first £2.5k. So don't expect it all to get interest.
And even the £2.5k only gets interest if there is the minimum pay-in (from a non Nationwide account) of £1k each month. So if that hasn't been done there'll be no interest at all.
Actually they only pay it on the first £1,500 and the minimum monthly pay in is £500. You are thinking of Nationwide.0 -
ValiantSon wrote: »Actually they only pay it on the first £1,500 and the minimum monthly pay in is £500. You are thinking of Nationwide.
Indeed I am, I must learn to read!0 -
ValiantSon wrote: »Actually they only pay it on the first £1,500 and the minimum monthly pay in is £500. You are thinking of Nationwide.
Who knows when they have not advised since their IT debacle.0 -
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