When Banks don't Act on FOS Findings

xylophone

I'm not sure where this is going.

Nowhere, by the sound of it.:(

Cotta

xylophone wrote: »

Nowhere, by the sound of it.:(

Agreed but I'm not sure what more troubleshooting I can do? Surely TSB have some solutions available?

masonic

My earlier post about you taking up an unpaid position as bug tester for TSB was only partly in jest. There comes a point where any reasonable person should push back and say they've done enough.

Cotta

masonic wrote: »

My earlier post about you taking up an unpaid position as bug tester for TSB was only partly in jest. There comes a point where any reasonable person should push back and say they've done enough.

The adjudicator outlined her position above, expecting the bugs to be cleared and a sum of £75 to be paid. Not wanting to sound greedy but the sum was underwhelming.

Cotta

Another day and another list of tasks from the adjudicator, I'm to call again to get the telephone banking PIN along with the obligatory troubleshooting on my online access.

The adjudicator advised her office is powerless to get TSB to fix the IT issues, all they can do is encourage them.

eskbanker

Cotta wrote: »

Another day and another list of tasks from the adjudicator, I'm to call again to get the telephone banking PIN along with the obligatory troubleshooting on my online access.

Just a thought, can't the adjudicator get them to call you, at a convenient time of your choosing, obviously via someone empowered to discuss your account?

Cotta wrote: »

The adjudicator advised her office is powerless to get TSB to fix the IT issues, all they can do is encourage them.

Frustrating though this undoubtedly is (spot the understatement), I can understand that remark - whatever IT issues are hindering access to your account, they're seemingly not affecting others (or at least not many others, compared with the original April fiasco), and so are presumably difficult to diagnose, never mind actually fix. Obviously TSB are required by generic FCA regulations to have reliable systems and processes (no giggling at the back please!) but it's one thing to compel them to do something straightforward like issuing a financial compensation sum and an entirely different thing to actually instruct resolution of specific technical issues....

Cotta

eskbanker wrote: »

Just a thought, can't the adjudicator get them to call you, at a convenient time of your choosing, obviously via someone empowered to discuss your account?

Frustrating though this undoubtedly is (spot the understatement), I can understand that remark - whatever IT issues are hindering access to your account, they're seemingly not affecting others (or at least not many others, compared with the original April fiasco), and so are presumably difficult to diagnose, never mind actually fix. Obviously TSB are required by generic FCA regulations to have reliable systems and processes (no giggling at the back please!) but it's one thing to compel them to do something straightforward like issuing a financial compensation sum and an entirely different thing to actually instruct resolution of specific technical issues....

Fair points, but it's definitely very frustrating, could I ask them to delete my account and instate a new one.

TSB are prevented from making outbound calls and will not talk to me if I call in due the case being with FOS.

eskbanker

Cotta wrote: »

Fair points, but it's definitely very frustrating, could I ask them to delete my account and instate a new one.

If that's a solution that would work for you then make sure the FOS adjudicator is aware of that so that it can be relayed to them via that route.

Cotta wrote: »

TSB are prevented from making outbound calls and will not talk to me if I call in due the case being with FOS.

A standard policy of no outbound calls is one thing, but in exceptional circumstances like this they shouldn't be able to insist on that. Again, if they've told FOS twice (?) that they'd talk to you but then refused to do so, it doesn't seem unreasonable to me that they should be the ones making the concessions, although I suppose there is always the risk that trying to do something a little bit off-piste may make it even less likely to succeed....

Cotta

eskbanker wrote: »

If that's a solution that would work for you then make sure the FOS adjudicator is aware of that so that it can be relayed to them via that route.

A standard policy of no outbound calls is one thing, but in exceptional circumstances like this they shouldn't be able to insist on that. Again, if they've told FOS twice (?) that they'd talk to you but then refused to do so, it doesn't seem unreasonable to me that they should be the ones making the concessions, although I suppose there is always the risk that trying to do something a little bit off-piste may make it even less likely to succeed....

I'll be having a more detailed discussion tomorrow with the adjudicator so I'll raise some points. I also advised that the £75 additional compensation recommended if the issues were resolved in 2018 to be unacceptable. The adjudicator was surprised and reminded me about the £500 already paid.

Cotta

Some movement today -

- TSB's phone lines were down this morning, but I was able to get though to their call centre this afternoon and a new PIN was text to me, however I cannot use it for one week.

- TSB have offered a phone call from their IT department, however the times don't suit as it's when I am at work and I won't be able to take extended times out to troubleshoot.