Tsb compensation for multiple reasons.

Calandella

So, this is quite complicated, I had a fraudulent charge attempted on my basic current account, the bank flagged it, contacted me and didn't authorise the transaction. No issues there. They then ordered me a new card, I waited a week for it, it didn't come so I called them and they sent a new one. That one didn't arrive so a week later I called them again, it turned out they had sent my new card to my old address that I hadn't lived at for 7 years, somehow my old address had been changed to my current address in the mix up they had in May. They gave me £100 compensation for the aggravation and I thought it was all dealt with, they said they had ordered me a new card so I waited. And waited.
2 weeks later I called them again and I was informed that somehow I was no longer the primary account holder, I was down as a secondary card holder, for an account with only one name on it. They told me this should be impossible as usually you only get secondary card holders on credit cards.
I got passed from pillar to post and they couldn't find a single person that could tell me how or what had happened. I couldn't order a new card or even close the account because I now had no authority over those decisions. I was told the only course of action was to open a complaint and hope somebody knew how to fix it, they said this would take 8 weeks+.
After 8 weeks I phoned them again to be told that there was nothing wrong with my account and that they would order me a card straight away, I asked how long my account has been fixed without me knowing, they couldn't give me an answer. For just over 3 months I was without a bank card, I kept receiving letters telling me they needed a little bit longer to deal with the complaint, during that time I had to use online banking (that I actually had access to) to transfer my money into my mentally ill mothers account in order to access any money.
I'm now into week 17 of this complete !!!! up with no end in sight, I called them 3 days ago to be told a manager would be in touch 'as soon as humanly possible' to discuss compensation. I haven't heard anything from them.

My question is: how much compensation should I settle for in this situation? Should I go through fos?
This has put myself and mother in a very awkward position as I was essentially sharing her account for 3 months and she is very easily confused (damn bipolar and medications), in total I made over 90 transfers into my mums account and have spent far too much time trying to get this sorted out.

Any advice would be greatly appreciated and thankyou very much if you managed to read this far without dying of boredom or losing the will to live.:D

eskbanker

Your situation has some parallels with that in another thread, in terms of address mix-ups, cards going astray, hopeless communication, false TSB assertions that all is well, etc, etc: https://forums.moneysavingexpert.com/discussion/5899463

That one's been rumbling on for several months now (even since FOS became involved) and substantial compensation has already been paid but more is due in light of TSB's continuing inability to fix the account, so if you have some spare time you may get some ideas on figures from that....

colsten

Advice:

1) try to get an account elsewhere asap

2) go to the FOS to ask for help with settling the issue with TSB

3) close your TSB account (if you/they can!), or at least, stop using it

Calandella

Thanks both for your advice. I do think I'm going to have to get the FOS involved as I feel they aren't taking my complaint seriously.
I shall keep an eye on the other thread and see how it plays out.

Cotta

Certainly a heavy crossover with my own case (referenced above by Eskbanker). One exception is that I have been frozen out from my funds since April, at least you have online access although the entire scenario is unacceptable.


As an aside is there a limit to what FOS can suggest as compensation in a case?

wavelets

Cotta wrote: »

....
As an aside is there a limit to what FOS can suggest as compensation in a case?

There is no limit as far as I am aware

If you can prove the loss to the satisfaction of the FOS (and they agree the bank are entirely responsible), they are able to propose a resolution with that amount as compo.

wavelets

Calandella wrote: »

Thanks both for your advice. I do think I'm going to have to get the FOS involved as I feel they aren't taking my complaint seriously.
I shall keep an eye on the other thread and see how it plays out.

TSB have been in melt down for ages, much of which has been posted about on MSE and elsewhere. They are taking ages and ages to resolve complaints, but do keep you informed of that.

You should have been told in the correspondence from TSB that as 8 weeks had now passed, despite TSB still hoping to resolve the matter, you were now able to ask the ombudsman to assist.

I had a complaint ongoing for ages against TSB. Like you, they kept writing at saying they were investigating and hoped to come to a resultion ... but on each occassion after 8 weeks, the letters also indicated my right to go to the FOS.

I, like you, did not rush to the FOS, and as time progressed they also included the agreement that they would allow the FOS to investigate the matter even if normally it would be otherwise be timed out
(You normally need to escalate to the FOS within 9 months of submitting the initial complaint to the bank)

Eventually, ... and I mean eventually, ... TSB did resolve the mattter and offered a goodwill gesture probably in excess of what the FOS would have done if I had rushed off to them.
(and they offered the possibility of even more if I could substantiate any losses)

So I would suggest holding out for whatever TSB eventually offer (as long as you have the agreement to a 'timed out' waiver if necessary) whislt they are still informing you they hope to offer a resolution.. If you are still not happy, then decide if the FOS is the way forward for you.

Cotta

wavelets wrote: »

There is no limit as far as I am aware

If you can prove the loss to the satisfaction of the FOS (and they agree the bank are entirely responsible), they are able to propose a resolution with that amount as compo.

Interesting as a few days ago FOS advised me there was a limit to what they could penalise a bank and that the bank would have to sign off on it. Today I was advised by FOS that my issues are being categorised as "moderate".

jonnygee2

My question is: how much compensation should I settle for in this situation? Should I go through fos?

I'd say around £100 would be considered reasonable for the situation you have described. I do not think FOS will award much more. They may ask the bank to give you another £50 for the subsequent delays.

There's no limit to FOS compensation but for 'inconvenience' it's normally in the range of £50 - £150. Any more is only awarded on demonstratable financial loss, e.g. there was a fraud the bank failed to prevent.

xylophone

during that time I had to use online banking (that I actually had access to) to transfer my money into my mentally ill mothers account in order to access any money.

I was essentially sharing her account for 3 months and she is very easily confused (damn bipolar and medications), in total I made over 90 transfers into my mums account

This course of action could raise queries.

Could you not have opened an account in your own name elsewhere?

Katiehound

Personally I would open another account with another bank asap - or even instigate a switch because at least you stand a chance of getting a bonus.
Not sure what switch deals there are at present except the Nationwide 'Refer a friend' which is ongoing.

I wouldn't leave it any longer- 17 weeks is.... disgraceful. Time IMHO to involve FOS

In view of all the problems you have had with bank: cards being sent to wrong address, being downgraded to secondary card holder, huge inconvenience etc I would expect TSB to be offering you considerable compensation. I have no idea what, but a deal more than already suggested.
If the card has gone astray that is the potential to cause fraud- if they won't talk to you how do you know what's going on??
Can worry be quantified financially?
(Set this against a standard complaint- most banks pay out £30 for something very trivial.)