Yorkshire Bank

colsten

Marosi123 wrote: »

Sorry i will simplify it now i can see it is probably getting confusing for you all!


1) I paid in a cheque for £310 which makes the balance £310 (it was higher than that but i'll not confuse anyone)


2) The cheque did not clear and it now shows as £310 debited from my account and I am not in receipt of any money


3) 5 days later Yorkshire Bank have debited my account again for £310 which isn't anything to do with the cheque.



4) This has now left me £310 deficit to my funds for which Yorkshire Bank say they are entitled to take this and are refusing to give me this back.



I really appreciate everyone's help with this.

OK, that is much clearer now. So you simply ask YB to credit you with £310 again as they mistakenly debited you twice.

If you went into overdraft, or into arrears with bills, because of the second debit, they need to re-imburse you for this, too.

They should also pay you a small sum of money (£10 - £25 or so) for the inconvenience caused.

If they don't agree to do this immediately, you should raise a formal complaint. https://secure.ybonline.co.uk/contact-us/complaints-procedure/online-form

Please do not use the word 'fraudulent' or similar in your complaint - it was simply a human error which could have happened at any bank.

Marosi123

colsten wrote: »

OK, that is much clearer now. So you simply ask YB to credit you with £310 again as they mistakenly debited you twice. I have asked the question even with the statement in front of me and blatantly refused plus saying I am not entitled to it back after speaking to 2 customer service advisors and them liaising with 2 managers.

If you went into overdraft, or into arrears with bills, because of the second debit, they need to re-imburse you for this, too. I don't have an overdraft with my bank but would have pursued this if that was the case. It is definitely an inconvenience I have already spent 2 hours on the phone to them getting nowhere and also they are expecting me to go into branch for some reason you would think it could be something that could be rectified over the phone.

They should also pay you a small sum of money (£10 - £25 or so) for the inconvenience caused. Of course time and having to commute to my local town centre is really frustrating.

If they don't agree to do this immediately, you should raise a formal complaint. Thank you for this they have said they will get their complaints team to look into this but is still a farce to be honest.

Please do not use the word 'fraudulent' or similar in your complaint - it was simply a human error which could have happened at any bank. I won't mention anything like this it is just they are being so uncooperative however I always stay professional when on the phone anyway.

Thank you mate I really appreciate your feedback on this, have replied in red to your comments.

tempus_fugit

Marosi123 wrote: »

I used to bank with YB through the B Banking App which I switched to last year. I have recently switched to another bank as YB was a really poor bank for customer service and always had issues logging in online etc etc.


Basically what happened is I paid a cheque into my account which was a refund from a service given to [STRIKE]myself[/STRIKE] me from my wedding and as they didn't have the necessary funds it wasn't credited to [STRIKE]myself[/STRIKE] me.


A few days later YB have physically taken the money from my bank account which is in 3 figures and are now saying that they have followed procedure and are refusing to give me my money back.


Has anyone else had this or anyone who works for a bank on here know if this is correct procedure as from my perspective they have just taken money from [STRIKE]myself[/STRIKE] me for no apparent reason.


Could anyone advise please?

Looks a bit better now.

Marosi123

tempus_fugit wrote: »

Looks a bit better now.

Oh dear oh dear damn my accuracy should have re read that through! lol

colsten

I must say, if the facts about the credits and debits are as you described them, it is extremely weird that 2 advisors and 2 managers should have disagreed that your account was debited twice for the same cheque. There must be more to it.

Marosi123 wrote: »

they have said they will get their complaints team to look into this

Do you have a complaint reference number, or other acknowledgment from their complaints team that a formal complaint has been opened? If not, get it asap as the 8 weeks a bank have to resolve a complaint only start when the complaint has formally been opened.