When Banks don't Act on FOS Findings

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.

Cotta

djpailo wrote: »

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.

I actually suggested this, they have advised this could be misappropriation of funds as the original money would be locked in a "corrupt" account whereas "new money" would be created for a "new account".

xylophone

actually suggested this, they have advised this could be misappropriation of funds

Give me strength!

Insist that the matter is referred to the Ombudsman.

Cotta

Adjudicator has emailed me to advise that there is no benefit in referring this to an Ombudsman (but stressed I can if I want), the adjudicator stated that their offices were not IT experts and this was the underlying issue here.

The next step is apparently for someone from TSB to call me. It frustrates me because if doing a switch at present may be blocked due to my account issues.

eskbanker

Cotta wrote: »

the adjudicator stated that their offices were not IT experts and this was the underlying issue here.

Bizarre, what's that got to do with anything?! FOS aren't meant to be IT experts and shouldn't need to be in order to assess the impact of a bank's failings on one of its customers - they don't need to know any intricate technical details of why TSB have let you down, they (and you) just need assurances that it'll be sorted out one way or another.

Sounds like TSB are blowing smoke into one of the adjudicator's orifices (the same one they appear to speak from) so escalating to an actual ombudsman sounds more worthwhile than ever....

Cotta

eskbanker wrote: »

Bizarre, what's that got to do with anything?! FOS aren't meant to be IT experts and shouldn't need to be in order to assess the impact of a bank's failings on one of its customers - they don't need to know any intricate technical details of why TSB have let you down, they (and you) just need assurances that it'll be sorted out one way or another.

Sounds like TSB are blowing smoke into one of the adjudicator's orifices (the same one they appear to speak from) so escalating to an actual ombudsman sounds more worthwhile than ever....

The adjudicator is of the view that it is her responsibility to ensure I have a functioning bank account as this is what my original complaint related to that went to FOS. From what the adjudicator has said the Ombudsman will have no more power than her to force TSB to act appropriately.

eskbanker

Cotta wrote: »

The adjudicator is of the view that it is her responsibility to ensure I have a functioning bank account as this is what my original complaint related to that went to FOS.

The reference to IT expertise still baffles me and suggests that the adjudicator is approaching this matter in the wrong way, as technical knowledge shouldn't be relevant in any way, even if TSB try to pull the wool over her eyes.

Cotta wrote: »

From what the adjudicator has said the Ombudsman will have no more power than her to force TSB to act appropriately.

I imagine that her reticence to endorse escalation to an ombudsman is just the natural reluctance to refer to someone more senior in the organisation, in much the same way as a customer service agent will claim that there's no point in speaking to their supervisor/manager....

OceanSound

eskbanker wrote: »

....Sounds like TSB are blowing smoke into one of the adjudicator's orifices (the same one they appear to speak from)....

Good one! :rotfl:

xylophone

From what the adjudicator has said the Ombudsman will have no more power than her to force TSB to act appropriately.

Insist that the matter is referred to the Ombudsman.

If no joy, how about a personal letter to the man himself at the FCA?

https://www.bankofengland.co.uk/about/people/andrew-bailey/biography

Cotta

Adjudicator emailed the following just now:

Dear Cotta,

Further to my previous email, I’ve spoken to TSB, sorry I wasn’t able to get In touch sooner.

They’ve informed me their operators are unable to make outbound calls, therefore, they’re unable to return calls when they disconnect. For this reason, they’re also unable to arrange call backs to consumers. However, they were surprised to hear you were waiting for over 25minutes to speak to someone, but said this may have been because you called during the lunch period. Therefore, they’ve suggested that you call at another time.

I do understand this will be extremely frustrating for you as you’ve already spent some time on the phone trying to speak to someone. However, I’d be grateful if you’d try one more time today, either this afternoon or this evening, to see if you can get through to anyone.

If you’re still unable to let me know and I’ll speak to a colleague about how to move forward with this. Unfortunately, I won’t be able to do this until Monday.

I appreciate, the main concern is for you to have full access to your account and money, so you can make transfers. Going forward, do you intend to keep this account open. If not, then we could possibly find another way for you to retrieve your money from the account.

**Update**

I called TSB and even though I apparently failed their automated security section they were happy to talk about my account. They advised due FOS being involved TSB would no longer be speaking to me.

I am flabbergasted.