When Banks don't Act on FOS Findings

masonic

I don't understand why they are asking you for a figure. It is their job, and I quote, to "look at everything that’s happened - and then take a step back and decide what’s fair overall"

Cotta

masonic wrote: »

I don't understand why they are asking you for a figure. It is their job, and I quote, to "look at everything that’s happened - and then take a step back and decide what’s fair overall"

I assume she wants to know where I'm coming from, it's unlikely to be a big figure, I suspect £100.

callum9999

That's a ridiculous request to make as you have no idea how many more problems there will be before it's resolved. I'd have a very different figure in mind based on whether it was all resolved this month or next year.

They seem pretty inexperienced though. They keep saying they can't make them pay interest but they'll "ask" for it!? Unless the compensation amount they can rule on is capped at £500 they most definitely can tell TSB to pay it.

This whole case seems rather strange as they've gone from proactively saying you should get more compensation and it should be referred higher to a reluctance to do either. It's almost as if she's been "coached" by TSB on what she should do...

Cotta

Yes it's not going very smoothly.

Adjudicator has attempted to trace the call from Saturday but TSB are unable to find a record of it.

They are not sure how to resolve the online issues but have suggested clearing my history.

The nominal amount the adjudicator suggested on the phone in relation to overall compensation was £75 as I have been awarded £500 already which is upper levels, although she said we would know better at the end of the process.

I have a list of more tests to perform by Friday and then I need to revert back to the adjudicator.

masonic

Cotta wrote: »

I have a list of more tests to perform by Friday and then I need to revert back to the adjudicator.

We have a really exciting opportunity within our Online Banking Team for a Website Tester

The successful candidate will:
- Be skilled at identifying issues and sticking points online with a natural urge to resolve these
- Be able to drive continuous improvements by identifying weaknesses on the websites, App and telephone banking
- Be able to work alongside multiple teams including internal staff and external regulatory bodies
- Be able to asses the cost impact of issues identified

To apply:
Please send your CV to TSB Bank plc quoting ref: FOS-CBA

Cotta

masonic wrote: »

We have a really exciting opportunity within our Online Banking Team for a Website Tester

The successful candidate will:
- Be skilled at identifying issues and sticking points online with a natural urge to resolve these
- Be able to drive continuous improvements by identifying weaknesses on the websites, App and telephone banking
- Be able to work alongside multiple teams including internal staff and external regulatory bodies
- Be able to asses the cost impact of issues identified

To apply:
Please send your CV to TSB Bank plc quoting ref: FOS-CBA

You're joking?

masonic

Cotta wrote: »

You're joking?

I didn't get to the punchline:


Salary: £0, you'll be invited to provide a figure but the actual amount will be plucked from the air by our specialist third party Adjudicator

PS: Must be willing to subject own bank account to testing procedures

Cotta

masonic wrote: »

I didn't get to the punchline:


Salary: £0, you'll be invited to provide a figure but the actual amount will be plucked from the air by our specialist third party Adjudicator

PS: Must be willing to subject own bank account to testing procedures

Haha, well hard figures today - £75.

Cotta

Just a further update from the adjudicator:


Dear Cotta,

Thank you for your email on 21.11.18.

I passed your details onto TSB, however they could not track the call you made on Saturday and for this reason unfortunately we cannot lodge this as an issue against TSB. I know this maybe frustrating from your point of view, however we have to act as an impartial body.

On the error you encountered logging in on 21.11.18, TSB have admitted that there is an issue but have suggested logging in via a different device. Can you do this by Monday and advise of the results?

I am looking to get this wrapped up by 21.12.18 at which point I will expect the following:

1. You should have full online access to your account.
2. Debit card and PIN should have arrived.
3. Phone banking PIN should have arrived.
4. Missing interest payments paid to this date.
5. Additional compensation to be paid to you, at present I will be looking in the region of £75, however this amount will not be final until points 1-4 are completed.

Kind Regards
FOS

Cotta

Unsurprisingly today when I tested my online access from a desktop I still couldn't get in, I'm not sure where this is going.