Help Needed with RBS Fraud

flossy_splodge

Manager not in this week at my local branch so going in again Monday. Will keep you posted!:eek:

flossy_splodge

Thanks flossy_splodge, nice ot know I have some support. Happy to forward you the detailed timeline of the three years if you like - it's only three pages :rolleyes:

Finally got in today when there was someone senior enough to talk to. She was absolutely horrified , even with just skim reading to get an idea what it was about. She is going to expedite the printout up the chain and I have said I am serious about closing my account; afterall, if they can do it to you they can do it to anyone and why would I want to risk being in the same position.
She did say that they have had a few cases that were similar at my branch and the customer ALWAYS got back ALL the money and the charges were refunded in full. I said I wanted to see on this forum a rapid feedback from you that they are dealing with this properly and with integrity. Lets see what happens. Luckily she had seen Martin on LK today this morning so knew exactly what website was involved and could relate to what harm could be being done to RBS's reputation on here. Fingers crossed. :rolleyes:

yorkie1980

Thanks a lot flossy_splodge. I'm honoured you'd go to that much trouble for me!
Still no reply from RBS yet. I thought the branch manager might have given me a courtesy call or email or something, but nothing.
After chatting with another MSE, I think I'm going to explore the compensation route once I have my money back and credit report repaired. For now though, I'll just be happy to have the whole thing behind me!
Thanks again, you're a gem
yorkie1980

flossy_splodge

You're welcome! If you can keep us posted on any developments that would be great. I shall go in again early next week and see what more, if anything, they have to say. Do hope you will have heard from your branch by then.:o

yorkie1980

thanks flossy_splodge.
Letter waiting for me at home today, so will let you know what it says tomorrow.
Fingers crossed!!

yorkie1980

Hi All, finally got the letter from RBS. The contents of it are below, word for word:

Further to my letter dated 29 November 2007, I can now provide you with a response to your complaint.

I realise how frustrating the whole situation with the fraudulent transaction on your account has been for you. I am truly sorry that our handling of your complaint has no doubt caused you further distress over the past three years.

I am extremely grateful that you provided such a detailed breakdown of events, as it allowed me to pinpoint where our own procedures had fallen down. I now know that, as early as May 2005, when our Group Security & Fraud (GS&F) section became involved with your case, our intention was to get things sorted out with your account as quickly as possible. However, a breakdown in communications between that are, the Customer Lending Centre (CLC) and Credit Management Services (CMS) meant that GS&F effectively fell out of the loop. This is why you experienced so many problems trying to establish precisely what the position was with your account. I am, quite frankly, embarrassed that nobody appears to have taken it upon themselves to make a thorough investigation of your case at any stage before we passed your account to CMS, our debt recovery section.

I know that, prior to the fraudulent transactions, the balance of your account was overdrawn although still within it's agreed limit of £1,200. As a means to resolve your complaint and also to draw a line under this whole distressing episode, we will clear the entire debtor balance on your behalf, close the account and remove your name from those Credit Reference Agencies that we will have advised of the debt. My colleagues in CMS will write to you to confirm their actions in that respect.

I hope my letter has gone some way towards reaffirming our commitment to you and that you are happy with my explanation. If not, please do get back in touch.

If after 7th February 2008 you remain unhappy, you can refer your complaint to the Financial Ombudsman Service for free independent advice.
If I have not heard back from you within eight weeks, I will close our file, archiving the letters we exhanged and the research I did. This will show that both you and the Bank are content that the case has been resolved.

:T :T :T :T :T

yorkie1980

So, I'm over the moon that after three and a half years, it's finally be resolved.

I began drafting a letter accepting their offer, but thought I should just check back with other MSEs for advice before I do so.

jonesMUFCforever

It is a result.
They have wiped your overdrawn balance of £1200 and agreed to wipe your credit files clean (as far as RBS are concerned).
I take it that you now have an alternative bank acount.

arfster

Excellent, nice to see it sorted. Unfortunately a lot of banks just treat customers like cattle to be milked. Your complaints were probably just being filed in the recycling bin.

Well done MSErs on the advice also, give yourselves a pat on the back.

nobblyned

Well done mate! Good result. Nice to see someone at the bank holding their hand up and sorting it out.