RBS chargeback - money taken after case was closed

DCFC79

discodancing said:

jonesMUFCforever said:

discodancing said:

jonesMUFCforever said:

Looks like they are paying you back from their own funds so the original retailer got to keep their funds.

That makes me so angry! I really didn’t want the retailers keeping the money after how they treated me. I’ll ask RBS to confirm. 

Why bother? You have your money back because (presumably) the bank made an error somewhere.
I would expect RBS to politely tell you to go away.
Move on.

It’s a matter of principle why I would not want the retailer to have retained the money. It has been a very stressful few months dealing with this issue and I would be furious to know that the retailer has been allowed to keep the money that is not theirs.


https://forums.moneysavingexpert.com/discussion/6186277/disputing-damage-to-holiday-property/p1

I agree with you say but you need to move on.
Your free to leave a review on certain sites and inform anyone you know not to use them.

discodancing

DCFC79 said:

discodancing said:

jonesMUFCforever said:

discodancing said:

jonesMUFCforever said:

Looks like they are paying you back from their own funds so the original retailer got to keep their funds.

That makes me so angry! I really didn’t want the retailers keeping the money after how they treated me. I’ll ask RBS to confirm. 

Why bother? You have your money back because (presumably) the bank made an error somewhere.
I would expect RBS to politely tell you to go away.
Move on.

It’s a matter of principle why I would not want the retailer to have retained the money. It has been a very stressful few months dealing with this issue and I would be furious to know that the retailer has been allowed to keep the money that is not theirs.


https://forums.moneysavingexpert.com/discussion/6186277/disputing-damage-to-holiday-property/p1

I agree with you say but you need to move on.
Your free to leave a review on certain sites and inform anyone you know not to use them.

Unfortunately they’re selling up so a bad review won’t have much effect. I spoke to
other people who they also scammed out of money, infuriating they keep getting away with it. 

DCFC79

discodancing said:

DCFC79 said:

discodancing said:

jonesMUFCforever said:

discodancing said:

jonesMUFCforever said:

Looks like they are paying you back from their own funds so the original retailer got to keep their funds.

That makes me so angry! I really didn’t want the retailers keeping the money after how they treated me. I’ll ask RBS to confirm. 

Why bother? You have your money back because (presumably) the bank made an error somewhere.
I would expect RBS to politely tell you to go away.
Move on.

It’s a matter of principle why I would not want the retailer to have retained the money. It has been a very stressful few months dealing with this issue and I would be furious to know that the retailer has been allowed to keep the money that is not theirs.


https://forums.moneysavingexpert.com/discussion/6186277/disputing-damage-to-holiday-property/p1

I agree with you say but you need to move on.
Your free to leave a review on certain sites and inform anyone you know not to use them.

Unfortunately they’re selling up so a bad review won’t have much effect. I spoke to
other people who they also scammed out of money, infuriating they keep getting away with it. 

I agree yes its annoying, karma will happen.

[Deleted User]

born_again said:

discodancing said:

Hi all, I received my money back after a week or so. I raised a complaint about the issue. Some of the feedback:

Your Complaint and Outcome

Having considered the information, I am able to agree with the issue you have raised with regards to the overall support and conflicting information received when raising a dispute, you have not been kept informed about. The reason for this is with the information I have available to me I have been unable to establish why you were not fully informed of further actions the bank was taking to raise your dispute to reclaim lost funds, I have also been unable to listen to or locate you calls whereby you have been given conflicting information.

I am very sorry that you have not been fully informed of the processes that the bank was following in order to reclaim your lost funds, I am unsure as to why a redebit has been actioned on your account incorrectly. I apologise for this and I can see this has since been rectified by the amounts being credited back to your account.

Although I have been unable to listen to your calls I do not doubt your version of events and apologise for the upset caused. If you have incurred call costs please send me an itemised bill and I will review this further for you, by way of my apology for the overall upset caused I have compensated £25.00 which will take 2-3 working days to clear to your account.

I am now in the process of closing my RBS account which I’ve held for over 16 years as I can no longer trust them with my money. Happy that it’s hopefully been resolved but it shouldn’t have happened in the first place and no one is telling me how it was allowed to happen. 

Nice result.
Lucky they could not find the calls. They are getting overwritten so quick now given the number of calls taken and the lack of space on the drives.

A 30 TB unit which can hold 7 million hours of calls cost around £10000 in 2014, they can archive (compress) the data files and store offsite. 1mb per minute with encoding is possible with encoding, advanced encoding can make that as little as 256kb per minute. ACA compression works out at 2.4gb a day for 20,000 calls a day averaging 3 minutes. FCA only says 6 months minimum as a guideline. No reason at all to assume they have been overwritten - the bank says they are unable to locate calls where the OP was given contradictory information (perhaps these never happened?)

born_again

Deleted_User said:

born_again said:

discodancing said:

Hi all, I received my money back after a week or so. I raised a complaint about the issue. Some of the feedback:

Your Complaint and Outcome

Having considered the information, I am able to agree with the issue you have raised with regards to the overall support and conflicting information received when raising a dispute, you have not been kept informed about. The reason for this is with the information I have available to me I have been unable to establish why you were not fully informed of further actions the bank was taking to raise your dispute to reclaim lost funds, I have also been unable to listen to or locate you calls whereby you have been given conflicting information.

I am very sorry that you have not been fully informed of the processes that the bank was following in order to reclaim your lost funds, I am unsure as to why a redebit has been actioned on your account incorrectly. I apologise for this and I can see this has since been rectified by the amounts being credited back to your account.

Although I have been unable to listen to your calls I do not doubt your version of events and apologise for the upset caused. If you have incurred call costs please send me an itemised bill and I will review this further for you, by way of my apology for the overall upset caused I have compensated £25.00 which will take 2-3 working days to clear to your account.

I am now in the process of closing my RBS account which I’ve held for over 16 years as I can no longer trust them with my money. Happy that it’s hopefully been resolved but it shouldn’t have happened in the first place and no one is telling me how it was allowed to happen. 

Nice result.
Lucky they could not find the calls. They are getting overwritten so quick now given the number of calls taken and the lack of space on the drives.

A 30 TB unit which can hold 7 million hours of calls cost around £10000 in 2014, they can archive (compress) the data files and store offsite. 1mb per minute with encoding is possible with encoding, advanced encoding can make that as little as 256kb per minute. ACA compression works out at 2.4gb a day for 20,000 calls a day averaging 3 minutes. FCA only says 6 months minimum as a guideline. No reason at all to assume they have been overwritten - the bank says they are unable to locate calls where the OP was given contradictory information (perhaps these never happened?)

Thanks

All I know is what we have been told & what I have found when trying to trace calls going back over a month.
This year has been extreme call wise, on some days with 40 to 60K calls (main call center). Where a internal transfer takes place & at some points these were in the 1 hour range to our team. Our calls can easily last up to a hour as well.
Storage is one area the bean counters see as a easy target to save money. 

[Deleted User]

born_again said:

Deleted_User said:

born_again said:

discodancing said:

Hi all, I received my money back after a week or so. I raised a complaint about the issue. Some of the feedback:

Your Complaint and Outcome

Having considered the information, I am able to agree with the issue you have raised with regards to the overall support and conflicting information received when raising a dispute, you have not been kept informed about. The reason for this is with the information I have available to me I have been unable to establish why you were not fully informed of further actions the bank was taking to raise your dispute to reclaim lost funds, I have also been unable to listen to or locate you calls whereby you have been given conflicting information.

I am very sorry that you have not been fully informed of the processes that the bank was following in order to reclaim your lost funds, I am unsure as to why a redebit has been actioned on your account incorrectly. I apologise for this and I can see this has since been rectified by the amounts being credited back to your account.

Although I have been unable to listen to your calls I do not doubt your version of events and apologise for the upset caused. If you have incurred call costs please send me an itemised bill and I will review this further for you, by way of my apology for the overall upset caused I have compensated £25.00 which will take 2-3 working days to clear to your account.

I am now in the process of closing my RBS account which I’ve held for over 16 years as I can no longer trust them with my money. Happy that it’s hopefully been resolved but it shouldn’t have happened in the first place and no one is telling me how it was allowed to happen. 

Nice result.
Lucky they could not find the calls. They are getting overwritten so quick now given the number of calls taken and the lack of space on the drives.

A 30 TB unit which can hold 7 million hours of calls cost around £10000 in 2014, they can archive (compress) the data files and store offsite. 1mb per minute with encoding is possible with encoding, advanced encoding can make that as little as 256kb per minute. ACA compression works out at 2.4gb a day for 20,000 calls a day averaging 3 minutes. FCA only says 6 months minimum as a guideline. No reason at all to assume they have been overwritten - the bank says they are unable to locate calls where the OP was given contradictory information (perhaps these never happened?)

Thanks

All I know is what we have been told & what I have found when trying to trace calls going back over a month.
This year has been extreme call wise, on some days with 40 to 60K calls (main call center). Where a internal transfer takes place & at some points these were in the 1 hour range to our team. Our calls can easily last up to a hour as well.
Storage is one area the bean counters see as a easy target to save money. 

Be it on their own heads if they scrimp on storage and it costs them. A data centre facility, hell even a couple of servers with a bunch of drives in would be fine. Western Digital have a 12TB drive for $220, stick 5 of them in a server, with another for backup, cost you about £2000 for more storage than you'd ever need if compressing it properly (obviously need to spend on the hardware and maintenance, or just pay an external firm to do it). I used to work for a firm that supported some really old phone systems, you'd get a card with a backup drive in it that was a couple of GB, wouldn't last 5 minutes in a call centre