When Banks don't Act on FOS Findings

pmduk

Then this should now go up to the Ombudsman for a formal decision in the light of the bank's failure to co-operate with his staff until now.

JuicyJesus

Agreed. They've had more than enough time to sort things at adjudicator level.

Cotta

An Ombudsman won't be able to really offer anything more in my case, if the referral bonus is paid and the technical issues are sorted.

pmduk

The ombudsman could decide to offer more in respect of the bank's failure to co-operate with his staff and the extended time it has taken to get you a new card, which if I have read correctly, you haven't yet got?

Cotta

pmduk wrote: »

The ombudsman could decide to offer more in respect of the bank's failure to co-operate with his staff and the extended time it has taken to get you a new card, which if I have read correctly, you haven't yet got?

Correct, the card is due in 10 working days, the new address was only updated yesterday (originally requested in April).

I think we are currently at 7 weeks after the deadline the Ombudsman's office gave TSB to correct these issues. They 3 weeks originally so in total they have had 10 weeks to get these issues sorted.

xylophone

I think we are currently at 7 weeks after the deadline the Ombudsman's office gave TSB to correct these issues. They 3 weeks originally so in total they have had 10 weeks to get these issues sorted.

Then get the Adjudicator to refer it to the Ombudsman.

Cotta

xylophone wrote: »

The get the Adjudicator to refer it to the Ombudsman.

I decided to give TSB one last chance to resolve my issues so I called them up today. It took quite a while to get through, once I did their staff member advised that my address was updated. However the system seems to have flagged my old address as a risk previously as numerous attempts were made to change it, therefore this is the likely reason why I am unable to make online transactions effectively my account is either corrupt or locked. I asked the staff member how this is fixed, they advised me that they would pass me through to a specialist team and you've guessed it...I was cut off.

I've updated the Administrator so hopefully I should get a call this afternoon when I will ask for my case to be referred to the ombudsman.

badger09

Cotta wrote: »

I decided to give TSB one last chance to resolve my issues so I called them up today. It took quite a while to get through, once I did their staff member advised that my address was updated. However the system seems to have flagged my old address as a risk previously as numerous attempts were made to change it, therefore this is the likely reason why I am unable to make online transactions effectively my account is either corrupt or locked. I asked the staff member how this is fixed, they advised me that they would pass me through to a specialist team and you've guessed it...I was cut off.

I've updated the Administrator so hopefully I should get a call this afternoon when I will ask for my case to be referred to the ombudsman.

You really couldn't make this up:(

Probably way too late now, but it would have been a good idea to have demanded a direct phone number to a named individual who was dealing with your multiple complaints.

Thrugelmir

Cotta wrote: »

However the system seems to have flagged my old address as a risk previously as numerous attempts were made to change it, therefore this is the likely reason why I am unable to make online transactions effectively my account is either corrupt or locked. I asked the staff member how this is fixed, they advised me that they would pass me through to a specialist team and you've guessed it...I was cut off.

Probably in a queue of system bug fixes which have been prioritised. Not your account as such which is the problem. Talking to customers isn't a productive use of time in such instances.

djpailo

They know how much money is in the account. Could TSB set up a new account with the same amount of money and then give this new account to the OP whilst the original account is fixed/closed?

It seems like they are trying to mend a sinking ship rather than build a new one.