complaint to Cooperative bank

sbcarpenter

Dear all - I hope you can give me some information/links about any rules and regulations that might assist me in getting my cash (concerning the kind of situation below).

Many thanks
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Dear Sir

Re Steven Carpenter [account details deleted]

I am complaining for several reasons

Normally I have received a very high standard of customer support and had an excellent impression of the Co-operative bank over the years.

Today I have not experienced this in dealing with the Customer Contact Fraud & Disputes department. I hope you will review the recordings.

· I transferred an amount from my current account to another account in my name (from Barclays also in my name) The system flagged up my account transaction as it was 9600 pounds. The transaction was not completed and I received two emails. I responded explaining that I authorized the transaction to the first email but this was not enough and was told I had to call. I emailed my current number but was not called.
· I waited about 18 minutes to get through as 0345 numbers are not working from abroad (where I am at the moment) and was then asked a number of intrusive questions even though I confirmed my identity and that I had authorized the transaction and ALSO that it was of my own initiative, and not a scam. This means that “Peter” the person I was talking to had decided it was fraud. I find this hugely offensive. I have recently transferred 2500 pounds through my account with no problems (about 5 months ago).
· I was then told TWO lies, Among the EVASIVE answers to my questions, I was told in the first call that someone would be calling Barclays to verify the transaction. Clearly, the transaction was already verified by their systems. On the second call, I made to the Customer Contact Fraud & Disputes department I asked again when the call would be made and was told it was being done as we speak. This was the second lie. I waited about half an hour and called Barclays who confirmed that NO ONE had called and further, no third party has the right to ask about a customer's transactions. I asked them to put a note on my file that if the Customer Contact Fraud & Disputes department calls, to let them know I have told Barclays that I have no problem with this transaction going ahead.
· Wanting to check the dates and amounts of my transactions, I just tried to log into my account to find that the Customer Contact Fraud & Disputes department have locked it. There is no email to confirm this, they have just gone ahead and done it, even though I have passed all the security questions so there is NO SUGGESTION that my account is compromised. This is sheer bloody-mindedness.

For the Ethical bank, this is really a poor show. I appreciate that customers need to be protected. I read the news and am aware of the huge amounts that are being stolen. However, I have ALREADY confirmed that this is of my own initiative and clearly I have taken total responsibility.

I really don’t need a lecture about online and banking safety (I am an IT Teacher). My issue is that despite a call (security verified) and an email from my normal email account, my transaction is being UNDULY interfered with and I have been lied to twice. Not to mention the evasive answers from the ethical bank's fraud department. I hope you see the irony here.

Please instruct them to complete my transaction and unlock my account.

Thank you for your consideration
Steven Carpenter

meer53

A bank has the right to investigate a transaction, whether it's debiting your account or crediting it. Your transaction will be completed once it has been confirmed as genuine. I don't know of any bank that will accept confirmation by email.


I don't think you have a complaint really apart from the amount of time it took you to get through to your bank.

Yorkshire_Pud

You sure sound pompous and over using emotive language calling them 'liars' , bad move, intrusive questions, grow up they are just trying to confirm identity as per protocol, decided it was fraud (your interpretation) which you find 'hugely offensive' get off your high horse.

Your complaint is too long IMO.

Once flagged up to the fraud dept. it can take a while, my experience with Santander fraud dept. took two days of contact to resolve. Trouble is its flagged up by algorithms and then there's a backlog of humans trying to follow protocol to find the truth.

You being abroad will raise some flags no doubt.

Sympathise with your plight and hope it resolves. You do know they will have a number for calls from abroad usually on the back of your debit card. Your tone may be due to stress of not getting the £9,600 immediately (expensive lunch lol).

Hope you have another card or access to funds while they sort your transaction. Just because it was verified by Barclays doesnt mean the sending bank agrees, in fact how can the sending bank verify it if the funds haven't been sent?

Its the same 0345 number from abroad, just +44 3457 212 212

BoGoF

In all honesty I read that and laughed.....pompous is putting it lightly..."I am an IT teacher"...does that make you an expert in banking processes.

Oh, and lose the capitals.

[Deleted User]

You transferred a very large amount of money (while abroad) from one bank to another.

Money Laundering will immediately have been suspected.

It would have been wise to inform the Bank of your intention prior to the transaction.

You really don't have a complaint.

Sorry.

agrinnall

sbcarpenter wrote: »

I really don’t need a lecture about online and banking safety (I am an IT Teacher).

If Stephen Carpenter is your real name then you absolutely do need a very stern lecture on online and banking safety.

DrSyn

1. Did you inform your bank you where going abroad?

2. Before you went abroad did, you tell your bank that you would be instructing them from abroad, to do a transfer for about this amount into another account with your name on it?

3. Do you normally do transfers of such sums while abroad?


If the answer to any of these questions is no, then maybe that is what is causing the bank to be careful.


If your tone with the bank is the same as in this post, the bank might be thinking a crook is attempting to get a transfer done before the rightful owner gets to know of it.

Perhaps crooks have tried this on your account before (without you being told about it).

The bank might have had a run of this type of scam recently and so is being extra cautious.

You only know your part of the story. There may be more to it than you know.

robatwork

Registered nearly 10 years ago to make this post..... that's playing the long game for sure.

xylophone

Did you inform your back you where going abroad?

I'm sure he did...and his front too....:)

sbcarpenter

Thanks to those who appreciate the stress this is causing over the Christmas period.