When Banks don't Act on FOS Findings

Cotta

JuicyJesus wrote: »

And that request is for the Ombudsman to decide.

Personally I think FOS should be a bit stronger to them - do they object to the decision to the level of wanting an Ombudsman's final or not? If they object, do that; if they don't, they need to implement the adjudicator's decision immediately.

They're taking the p*ss.

They did object to the referral bonus but have now backed down.

They have rejected the missed interest due to £500 per month not being deposited within their account, however this was due to technical issues on their side.

Due to separate system issues they are not sure why I am having trouble getting through to speak to an operator they are also unable to detect the issue with my account so they have additionally rejected this but have offered to fix the issue if I call them (I have done so on at least five occasions now).

They are rejecting any further compensation payments due to the £500 they have already paid.

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.