Packaged bank accounts ...

Ftba.d

Oh ... she also made a point of asking me the monthly cost of my phone insurance and aa breakdown cover ... Again , the intimation being , if I pursued the cover through the packaged account id have saved money as I’d be getting all the benefits for the cost of £7 a month instead of the £9 I was paying a month for phone insurance at the time and the AA cover cost ... but my argument is that I didn’t know I could access those benefits !

SonOf

Two things struck me . The lady seemed to reiterate and ask a number of times ‘so when the packaged account was sold to you , you did have a car ?’ ‘So when the account was sold to you , you did have a phone ?’ . I sensed her point was , the account met your needs.

A missale complaint is about the sale and scenario at point of sale. Not later on.

Ftba.d

Ah interesting... she really kept repeating that I had a car and a phone at the point of sale.

What also was odd was that when I said I wasn’t given any other option than to join the graduate addition , wasn’t told about any non feeing etc and told it’s the only way to basically keep an overdraft ... she said ‘but that’s true as at the time that was the only account that could offer an interest free overdraft’. Felt the decision to not uphold my complaint had already been made and the phone convo was just protocol .

-taff

The phone conversation was to make sure of the circumstances at the time.
As above,it's the circumstances at the time of the sale that are important,not those after.
If you did want to dispute it, you could point of you would hardly have bought separate insurance for the car and phone etc if you knew you already had it, but don't expect anything and you won't be disappointed

Ftba.d

Good point . She must’ve had the statements up on screen her end as she was able to locate payments to AA and my phone insurance on her screen ...

Yes, not expecting anything as could just tell from her tone ... just irked that I perhaps could’ve ‘played’ it better .

Ftba.d

Just got the outcome . They didn’t uphold the complaint on the basis that I went into my interest free overdraft on the account and therefore knew of the benefits to the account . They also stated that protocol would’ve been to explain account benefits and explore other account options with customers and they don’t have any reason to believe this wouldn’t have been followed .

Ftba.d

Oh and if I had duplicate insurances alongside untapped benefits from the account , it was the ‘customer’s responsibility’ to have cancelled those ...

SonOf

The rejection doesn't seem unreasonable based on what you have said. The move from interest free account you could no longer have to a PBA with an interest free OD is a good reason to have a PBA.

Remember that there is nothing wrong with having a PBA. They can be good value. Indeed, despite not using any of the other benefits, you may well have been better off with the interest free OD vs an account that charged interest.

Ftba.d

Yes , I agree that the fee could’ve worked out as best value for money as I definitely did go into my interest free overdraft ... however one thing I’m confused about is that I started to pay interest on my overdraft from 2010 yet still paid the £7. Seems a bit of a grey area.

Ftba.d

I rang them today to request a review .

One of my main reasons for review was that their argument is based on the fact I used my interest free overdraft. But I started to get charged interest on my overdraft 2 years after opening the account and still paid the fees .

I also again reiterated the fact I didn’t have a car and was enrolled in a phone insurance agreement at the point of sale that my needs were not assessed to see if the package fitted my needs .