When Banks don't Act on FOS Findings

JuicyJesus

Cotta wrote: »

I've again requested that this go to an Ombudsman.

Good on you. Fingers crossed for a Christmas miracle......!

djpailo

Good luck with the ombudsman!

micky2phones

eskbanker wrote: »

Northern Ireland being treated differently from the UK mainland, that all sounds rather topical!

Another pathetically lame and weak response from them though, I fail to understand how (inherently non-geographical) online services could plausibly be affected by accessing them from parts of the UK that happen not to be on the mainland - it's not as if you're trying to log in from North Korea. Perhaps you might challenge them on the fact that their published eligibility for their Classic Plus account states that "You must be 18 or over and a UK resident to apply", without clarifying that some parts of the UK should either be precluded or be expected to put up with a deficient service (even by TSB standards)....

Hi, they will saying next if you are left handed its this and if you are right handed its that.

What a joke TSB are, hope its all sorted for you OP by the time i get page 11

micky2phones

Cotta wrote: »

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.

Hi, ask for payment for taking time out of work to sort their problems

micky2phones

Hi, surely the 500 pounds was to sort/settle all the problems ?

This is not the case so there were/are more costs to you which TSB should pay ?

Cotta

I've had no response on my Ombudsman's request nor on my request to have the troubleshooting call with TSB listened to. Very unusual as responses are usually prompt.

Cotta

A call materialised this evening from the adjudicator, she won't be referring my case to the Ombudsman as she agrees with my complaint and is maximising the powers of her office to the full.

TSB have unfortunately continued with their untruths, inventing imaginary calls to me and indicating an incorrect timeline. I corrected the adjudicator and advised I've no confidence in TSB. The adjudicator indicated that as contractors had been contacting me it may be the reason for the problems.

The Adjudicator did say this case couldn't stay open much longer and wasn't convinced TSB could resolve my issues. Therfore I have to provide more screeenshots to the adjudicator on my issue, I also have to go through more troubleshooting with TSB. If this isn't a success my account is to be closed and a cheque will be issued to me.

Whilst this maybe unpopular I am going to pursue additional compensation.

masonic

Cotta wrote: »

A call materialised this evening from the adjudicator, she won't be referring my case to the Ombudsman as she agrees with my complaint and is maximising the powers of her office to the full.

:rotfl: well that's something I suppose. It does rather seem like there's a learning curve here.

Whilst this maybe unpopular I am going to pursue additional compensation.

I think there has only been one rather cryptic comment about the £500 being enough, but it was clear that the £500 was judged to be appropriate on the assumption the matter would be resolved long before now and the figure has subsequently been judged "quite low". I think a further sum of compensation is wholly appropriate given everything you've suffered since.

eskbanker

To a certain extent I can see where she's coming from - I believe that escalation to an ombudsman is only meant to happen when either party (customer or institution) disagrees with the adjudicator's findings, so if she's claiming to be agreeing with you then that theoretically doesn't leave anywhere else to go. Of course, it's the implementation of these findings that's proving so problematic, which doesn't really seem to be envisaged by the defined FOS processes.

However, she does seem to be too keen to accept TSB's narrative and the latest remark about "this case couldn't stay open much longer" once again smacks of this being because she wants it off her desk rather than a recognition of the inconvenience you've suffered. The comment about blaming contractors is risible and untenable.

As ever, the important thing is to get the issues resolved, and it may well be that there aren't any more levers that FOS can actually pull, so closing it off with a cheque is ultimately not much different from what you were suggesting last week.

However, I'd be tempted to assemble a list of all the TSB lies and other demonstrable failures during the last few months, to feed into the calculation of the final compensation, as this is clear evidence that they haven't been acting in good faith.

I would also (eventually) assemble a list of all the ways in which the adjudicator has let you down and formally complain about her once the TSB matter itself is resolved....

Cotta

One thing the adjudicator asked is what I'd lose if this account was closed? I advised on the 5% rate. Is this an angle I could go down in relation to loss of future interest?