Bank lied to me - what would you do?

eskbanker

sonypc100 said:

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?

If the case is still open, then you could ask the customer service agent for a letter confirming what you were told verbally?

blue.peter

Sounds as if it might have simply been a training issue. It's possible that the original phone adviser might have misunderstood, and genuinely believed what they said to you. Or maybe they knew they were lying, but, if so, why would they? After all, they must know that their calls are recorded, that a complaint could well ensue, with the result that what they said would be listened to by others.

Ultimately, though, it doesn't sound as if you've lost out. Indeed, it seems that you're £60 better off. I can't see that you have any grounds for further complaint to anyone.

sonypc100

eskbanker said:

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....

A representative of my bank has lied to me 

Was just a little too long winded. 

sonypc100

eskbanker said:

sonypc100 said:

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?

If the case is still open, then you could ask the customer service agent for a letter confirming what you were told verbally?

I’ve done a DSAR request so we’ll see what that throws up 

GrumpyDil

Yes but generally speaking staff don't lie as they will know their calls might be selected for checking and that if a complaint is made will be listened to. They would gain nothing by lieing deliberately and risk disciplinary action. 

My guess is more likely a training issue/mistake by the advisor. 

MeteredOut

You'll never get a letter from the bank saying a staff member lied to you. If you push really hard, make lots of noise, get to the right people, and get lucky, you might get a "Sorry we fell below our normal very high standards and we've taken the appropriate measures to improve our training to ensure it does not happen again" letter. 

Most likely, you'll get to the Ombudsman, get a half-apology by email about be offered £100.

Personally, I'd take the money.

sonypc100

GrumpyDil said:

Yes but generally speaking staff don't lie as they will know their calls might be selected for checking and that if a complaint is made will be listened to. They would gain nothing by lieing deliberately and risk disciplinary action. 

My guess is more likely a training issue/mistake by the advisor. 

No it definitely wasn’t or I wouldn’t be enraged and making a thread on here!

Deliberate lie and then confirmed as a deliberate lie by complaints team

eskbanker

sonypc100 said:

eskbanker said:

sonypc100 said:

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?

If the case is still open, then you could ask the customer service agent for a letter confirming what you were told verbally?

I’ve done a DSAR request so we’ll see what that throws up 

Your prerogative obviously, but frankly it seems like a mountain out of a molehill, although clearly we only know what you've chosen to share rather than the full story - the employee concerned has rights to data protection and privacy too, so it would seem unlikely that you'd obtain any detail that you don't already know....

EarthBoy

sonypc100 said:

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 

Something is only a lie if the person giving the information knew that it was incorrect and said it anyway. Otherwise it's just a mistake.  Hell will freeze over before the bank will write to you admitting that an employee lied. The most you would get is an apology for a mistake. 

sonypc100

MeteredOut said:

You'll never get a letter from the bank saying a staff member lied to you. If you push really hard, make lots of noise, get to the right people, and get lucky, you might get a "Sorry we fell below our normal very high standards and we've taken the appropriate measures to improve our training to ensure it does not happy again" letter. 

Personally, I'd take the money.

Yeah the generic response is what I’m kinda expecting sadly