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Compensation for bank error re loan application?
fatheralice
Posts: 24 Forumite
in Loans
Hi folks, some advice...
My wife recently recieved a letter addressed to her from our bank - the A+L, stating that the loan she requested had been refused. Neither of us had requested a loan. The letter was addressed to Miss, instead of Mrs, but other than that, the details appeared correct.
After 45mins of phone calls @ premium rates :mad: over 3 days, I managed to speak to someone who seemed able to help. It appears that there are two customers within A+L with very similar details, hence, it is was a case of operator error within A+L. He has passed it on to their fraud dept, who will listen to the loan request phone call, but was confident that that was the problem. He advised me to check with a credit reference agency in 30 days, to ensure that the error has been cleared from my wifes file, although he thought it should never actually appear, as the DOBs were different - hence the search should appear on the correct parties file anyway, as the loan application had her DOB, not my wifes.
Apart from requesting a refund for calls and credit searches, do you feel that I should be pushing for anything else? - I must say that I am a bit !!!!!! off with them - I am not sure which is worse, an incompetant bank, or ID theft!
I assume it is not unreasonable to expect written confirmation of the error from the bank - at present all I have is some operatives word.
Anyway, just interested if others have experienced similar, and what action the bank has taken in response. What with the shambles at HMRC too, it is all a bit depressing really!
My wife recently recieved a letter addressed to her from our bank - the A+L, stating that the loan she requested had been refused. Neither of us had requested a loan. The letter was addressed to Miss, instead of Mrs, but other than that, the details appeared correct.
After 45mins of phone calls @ premium rates :mad: over 3 days, I managed to speak to someone who seemed able to help. It appears that there are two customers within A+L with very similar details, hence, it is was a case of operator error within A+L. He has passed it on to their fraud dept, who will listen to the loan request phone call, but was confident that that was the problem. He advised me to check with a credit reference agency in 30 days, to ensure that the error has been cleared from my wifes file, although he thought it should never actually appear, as the DOBs were different - hence the search should appear on the correct parties file anyway, as the loan application had her DOB, not my wifes.
Apart from requesting a refund for calls and credit searches, do you feel that I should be pushing for anything else? - I must say that I am a bit !!!!!! off with them - I am not sure which is worse, an incompetant bank, or ID theft!
I assume it is not unreasonable to expect written confirmation of the error from the bank - at present all I have is some operatives word.
Anyway, just interested if others have experienced similar, and what action the bank has taken in response. What with the shambles at HMRC too, it is all a bit depressing really!
0
Comments
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I think a letter of apology is reasonable. Assuming that your file is unaffected / identities fine etc and this is a genuine error I personally wouldn't be asking for anything else.0
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I agree - get a refund for the telephone calls and ask them for an additional £2 which will cover your cost of getting a copy of your wife's credit file.
You are only entitled to extra compensation if you have actually suffered a loss.0
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