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TSB making corrections on my transactions without telling me

Last Tuesday I withdrew £50 cash at the counter.

I went online a few days later to check my account generally, and saw that it had been marked as a £50 cash deposit, and that the following day there were two transactions I hadn't made. The first was COT Cash Deposit £50 marked as a withdrawal (COT doesn't appear in their list of abbreviations, however CPT and COR do as 'Correction') followed by £50 Cash Withdrawal. So, it was corrected.

Should I complain that I they didn't tell me that they'd got the original wrong, and then changed the next day without my consent? As it's essentially them going into my account and making transactions that they haven't told me about.

This isn't the first time it's happened. About 6 months ago, £10 was deposited to my account and four days later they withdrew it, so a cashier had clearly deposited £10 to my account by mistake and then they took it out. The cashier is effectively going into my account without telling me.
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Comments

  • molerat
    molerat Posts: 33,553 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Read the terms and conditions of the account which you agreed to. They can make corrections without your consent.
  • 18cc
    18cc Posts: 2,120 Forumite
    They did tell you - they put the corrections on your list of transactions. They didn't try to hide anything.
  • colsten
    colsten Posts: 17,597 Forumite
    10,000 Posts Seventh Anniversary Photogenic Name Dropper
    There is nothing in the T&Cs that say TSB needs your permission to "go into your account". They can look at it as often as they want, and make corrections if they have made a mistake. Such corrections are documented in your transaction list / statements. You have not lost any money, so you have no grounds for a complaint.

    It is a bit disconcerting though if corrections are a regular / repeat occurrence, and you may want to have a word with the Branch Manager if happened in the same Branch. They will be able to "go into" your account and see who actually made the errors and the corrections. Don't expect though that they will tell you who it was, and what, if any, action they took with the respective person(s).
  • I didn't say they were hiding anything, I'm saying that I think they should say if they are going to make corrections. Who's to say I didn't actually deposit £50 or someone didn't mean to put £10 in my account? I just think they should notify you of changes.

    I'm not sure about the first time which branch it was done in, a cashier clearly typed one wrong number in the account number. I know which branch was the second time.
  • It'd be good practice to notify you but ultimately they don't need to as a matter of course, particularly in trivial cases like this. The correction is on your statement and that counts as notifying you.

    You can, of course, complain to them if you don't like this as is your right, but I wouldn't expect much to come of it.
    urs sinserly,
    ~~joosy jeezus~~
  • colsten
    colsten Posts: 17,597 Forumite
    10,000 Posts Seventh Anniversary Photogenic Name Dropper
    I just think they should notify you of changes.
    They have notified you. On your transaction list / statement.
  • On what basis would you complain?


    Anything that requires the human touch will always have a risk of human error.


    Lucky for you, it seems that TSB has a robust way of identifying an error and correcting it without you being impacted.


    They could quite easily employ a policy where if an error has been made then they must contact you before correcting the account, and your account is frozen until it has been fixed.
  • Suppose the question is, how much compo are you looking for?
  • colsten
    colsten Posts: 17,597 Forumite
    10,000 Posts Seventh Anniversary Photogenic Name Dropper
    Suppose the question is, how much compo are you looking for?
    Compo is for financial loss and related distress. There was no financial loss in this case.
  • I'm not looking for compensation. I didn't see that this had happened for several times. To answer two points briefly.

    I think if they are doing to make corrections on your account then they should notify you as a courtesy as the point of doing it. Effectively it gives someone in the branch the power to just go into your account and start withdrawing from it. Someone I know who works at Santander in their investment team said it was very bad practise to do it and shouldn't really be doing it without notifying you first, however most here have said it's acceptable. I recognise it's in their terms and conditions, but still, they should say they've done it and why.

    Appearing on my statement in the coming days it's notification at the point of correction if you don't see it. But thanks for the responses anyway.
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