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Metro Bank - £700 Transferred from Account

movnik894
Posts: 36 Forumite


Hello,
I am writing for some advice please on behalf of my partner who I feel has lost the will to live after this.
My partner went into a Metro Branch over a month ago and asked them to transfer £700 from his Metro account to his Barclays account. A day later after checking, he realised the money wasn't in his Barclays account.
Upon going back to the branch and enquiring he discovered it was sent to someone he once purchased from a while ago. Also it would take 2-3 weeks to get the money back.
2-3 weeks passed and he calls customer service who tell us the claim was never started and we would need to wait another few weeks. Also it was here that customer service informed us that the branch manager did not confirm the events that had happened initially.
We received a letter confirming this, but it was a little muddled as it didn't tell us anything about the £700 outstanding.
Over the weekend we put together a letter to the CEO with the complaint and he again called customer service where his issue was escalated.
However we are still in limbo. I am hoping (maybe naively) that we get a response from the letter or that we get a call back.
Seeing some other threads around I can see how some may find things like this so draining.
Can anyone help or point us in the right direction of what to do next? We did get an information sheet about the Financial Ombudsman from the letter from Metro Bank and I am wondering if that is what we should be doing next.
Any help would be much appreciated!
Thank you.
I am writing for some advice please on behalf of my partner who I feel has lost the will to live after this.
My partner went into a Metro Branch over a month ago and asked them to transfer £700 from his Metro account to his Barclays account. A day later after checking, he realised the money wasn't in his Barclays account.
Upon going back to the branch and enquiring he discovered it was sent to someone he once purchased from a while ago. Also it would take 2-3 weeks to get the money back.
2-3 weeks passed and he calls customer service who tell us the claim was never started and we would need to wait another few weeks. Also it was here that customer service informed us that the branch manager did not confirm the events that had happened initially.
We received a letter confirming this, but it was a little muddled as it didn't tell us anything about the £700 outstanding.
Over the weekend we put together a letter to the CEO with the complaint and he again called customer service where his issue was escalated.
However we are still in limbo. I am hoping (maybe naively) that we get a response from the letter or that we get a call back.
Seeing some other threads around I can see how some may find things like this so draining.
Can anyone help or point us in the right direction of what to do next? We did get an information sheet about the Financial Ombudsman from the letter from Metro Bank and I am wondering if that is what we should be doing next.
Any help would be much appreciated!
Thank you.
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Comments
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Can anyone help or point us in the right direction of what to do next? We did get an information sheet about the Financial Ombudsman from the letter from Metro Bank and I am wondering if that is what we should be doing next.
Any help would be much appreciated!
https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/:How long will it take?
We aim to have the more complex issues resolved within 15 calendar days. If we think it’s going to take longer, we’ll tell you and let you know if your complaint is eligible for referral to the Financial Ombudsman Service. We aim to have a full response for such cases within 35 calendar days.
What if my complaint isn’t resolved in 35 days?
If we can’t get to the bottom of it within 35 days, or if you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free and independent service to help resolve complaints, if it is clear that resolution cannot be reached with us in the first instance. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.
There are some limitations to what they can investigate – visit https://www.financial-ombudsman.org.uk to find out more.0 -
eDicky - the cause was that the Branch Assistant had transferred the money to another account with similar letters in the recipient name.0
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.......Also it was here that customer service informed us that the branch manager did not confirm the events that had happened initially.We received a letter confirming this, but it was a little muddled as it didn't tell us anything about the £700 outstanding.0
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Colsten - the Branch Manager disputed the events and therefore wasn't able to confirm the events had happened as my partner recalled. Which doesn't make sense because each transaction carries unique ID's that can identify how they were carried out. This says to me that the Branch Manager didn't want to admit they had transferred incorrectly.
With regards to the letter I can share the details once I am home from work.0 -
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Hi - just to clarify. Your partner went into the metro branch and asked them to transfer £700 to a payee on his account named eg F Bloggs and the person serving your partner instead transferred it to eg G Bloggs, a different payee on his account but similar to the required one?
ie there are two similarly named payees on his account - one being his Barclays account and the other being someone he purchased something from a while ago?
Why were the payees so similarly named?
What are Metro Bank saying - are they saying they indeed made a mistake or are they saying that no, in fact that was the instruction they were given.
Whenever I have made transfers in person or on the phone the bank are very particular in repeating (almost to the point of irritation) the place they are sending the money to.0 -
If they have made a genuine error. Then they should have refunded the money straight away and then it is up to them to get it back.
NOT expect you to wait till it is reclaimed.
You will have to wait till they complete their investigation over what has happened and then the complaints team will get back to you.
They have 8 weeks from when you complained to resolve or issue a deadlock. You can then take it to FOS.Life in the slow lane0 -
Every time I make a payment in branch at Metro Bank, they print off an A4 sheet with the recipient's details and I need to sign the sheet. Was this not done?0
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born_again wrote: »If they have made a genuine error. Then they should have refunded the money straight away and then it is up to them to get it back.
NOT expect you to wait till it is reclaimed.the Branch Manager disputed the events and therefore wasn't able to confirm the events had happened as my partner recalled
Unless there's clear documentary evidence that the account holder instructed a payment to account A but the teller enacted a transfer to account B (and the reference to recollection implies that there isn't), then it'll be one person's word against the other.0
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