Bank lied to me - what would you do?

sonypc100

A telephone advisor at my bank lied to me, repeated the same lie a few times and then terminated the call, it was to do with an issue on my current account.

I won't go into details but it wasn't lie that would put my account of funds at risk however I really don't expect my bank to tell lies.

I immediately called the customer complaints team and the call took over an hour as they went back to listen to the other call.

The complaints advisor came back to me and said yes I was lied to and the tone from the original advisor wasn't helpful.

I was told the advisor would be dealt with but I wouldn't hear the outcome of that (understandable) and for being lied to they would like to credit my account with £60 as a gesture of goodwill which I refused as that meant I had to close the case and take no further action.

I'm still quite taken aback that this would happen, obviously I have the Ombudsman to go to or write directly to the banks CEO.

Maybe I'm extremely naive to think a bank would have to be honest and not tell lies and there would be training and codes of conduct in place to prevent such things happening, it's also worrying me that the advisor who lied has probably had full on screen access to all my details.

Any thoughts

Thanks

Largs

I am in a similar situation with a bank and dealing with my dads estate. Telling me they received paperwork on a date when they received it 3 weeks earlier and some other things that "honest" advisors confirm to be incorrect.  I will definately be going to the Ombudsman when the bank close the complaint.  Why they would lie to protect their employer is beyond me.  They owe their employer nothing in my opinion.  Good luck.

eskbanker

sonypc100 said:

I was told the advisor would be dealt with but I wouldn't hear the outcome of that (understandable) and for being lied to they would like to credit my account with £60 as a gesture of goodwill which I refused as that meant I had to close the case and take no further action.

I'm still quite taken aback that this would happen, obviously I have the Ombudsman to go to or write directly to the banks CEO.

What outcome are you hoping for?  As they've said they won't share internal details of any investigation, and FOS can't/won't compel them to disclose anything....

elsien

How much were you after? 

Given that you won’t say what the lie was, although it seems not to have had much in the way of repercussions on your account,  not sure any thoughts anyone on here has will be particularly useful. 

What do you think the advisor is going to do? 

retiredbanker1

Unless you divulge the 'lies' and how you lost out as a result means we are all guessing here.
Over to you.

sonypc100

eskbanker said:

sonypc100 said:

I was told the advisor would be dealt with but I wouldn't hear the outcome of that (understandable) and for being lied to they would like to credit my account with £60 as a gesture of goodwill which I refused as that meant I had to close the case and take no further action.

I'm still quite taken aback that this would happen, obviously I have the Ombudsman to go to or write directly to the banks CEO.

What outcome are you hoping for?  As they've said they won't share internal details of any investigation, and FOS can't/won't compel them to disclose anything....

At this stage, I honestly don't know, hence my question in the title of the post

sonypc100

elsien said:

How much were you after? 

Given that you won’t say what the lie was, although it seems not to have had much in the way of repercussions on your account,  not sure any thoughts anyone on here has will be particularly useful. 

What do you think the advisor is going to do? 

I’m really not after any money. I think I want a letter from the bank saying yes we did lie to you and we are sorry for lying, it shouldn’t have happened and we’ve taken steps to make sure it won’t happen again etc 

eskbanker

sonypc100 said:

eskbanker said:

sonypc100 said:

I was told the advisor would be dealt with but I wouldn't hear the outcome of that (understandable) and for being lied to they would like to credit my account with £60 as a gesture of goodwill which I refused as that meant I had to close the case and take no further action.

I'm still quite taken aback that this would happen, obviously I have the Ombudsman to go to or write directly to the banks CEO.

What outcome are you hoping for?  As they've said they won't share internal details of any investigation, and FOS can't/won't compel them to disclose anything....

At this stage, I honestly don't know, hence my question in the title of the post

But what led you to refuse to accept their offer and close the case with no further action?  You must have had some idea of what further action you believed would be viable and beneficial, but I can't think of anything, unless you want to aim for a higher figure?  Obviously, as above, nobody on here can offer any meaningful guidance on whether the offer is fair without any knowledge of what led to it....

sonypc100

retiredbanker1 said:

Unless you divulge the 'lies' and how you lost out as a result means we are all guessing here.
Over to you.

It’s not something for a public forum hence why I didn’t divulge in my OP. 

It’s more the principle that banks would actually lie to their customers and it’s still a shock that I’m trying to digest. 

Maybe they do it daily and it’s the norm, I just haven’t knowingly come across it before. 

sonypc100

eskbanker said:

sonypc100 said:

eskbanker said:

sonypc100 said:

I was told the advisor would be dealt with but I wouldn't hear the outcome of that (understandable) and for being lied to they would like to credit my account with £60 as a gesture of goodwill which I refused as that meant I had to close the case and take no further action.

I'm still quite taken aback that this would happen, obviously I have the Ombudsman to go to or write directly to the banks CEO.

What outcome are you hoping for?  As they've said they won't share internal details of any investigation, and FOS can't/won't compel them to disclose anything....

At this stage, I honestly don't know, hence my question in the title of the post

But what led you to refuse to accept their offer and close the case with no further action?  You must have had some idea of what further action you believed would be viable and beneficial, but I can't think of anything, unless you want to aim for a higher figure?  Obviously, as above, nobody on here can offer any meaningful guidance on whether the offer is fair without any knowledge of what led to it....

I think I’d settle for a letter so it’s there in black and white, stating we did lie to you, we shouldn’t have lied to you etc 

I wasn’t comfortable ending the call and closing the case just like that it seems to me it’s more serious?

eskbanker

sonypc100 said:
It’s more the principle that banks would actually lie to their customers and it’s still a shock that I’m trying to digest. 

Maybe they do it daily and it’s the norm, I just haven’t knowingly come across it before. 

Banks don't lie to their customers!

Human beings employed by banks might do or make other mistakes, just like human beings in all other jobs, not that that makes it right of course....