Problems with Charter Savings Bank

nowhereman007

I have happily been using Charter Savings Bank until about a month ago, when I made what I thought was a a stupid mistake and transferred some money to my Charter account from the wrong account. You have one nominated account from which you can transfer money in and out of Charter, but I was distracted and used an account that I had not nominated. I was told the money would be returned to me within two working days. It is now a month later and I am still trying to get them to return the money to me. The customer service is kind and professional - I am speaking to them every day now - but they do not have any authority, and can’t provide me with access to anyone who can actually help solve this situation. I am told the bank will decide and will let me know when I get my money. This is completely the wrong way round. They are meant to be providing me with a service. I am not even given a clue when I might get my money back - a day, a month, a year?? It is just when they decide - this is dystopian. 

Does anyone know how to reach someone in management? The issue is that I need the money now, which is not unreasonable given it is my money. 

Hoenir

There's probably a small team that deal with such matters.  They'll process transactions in chronological order.  Unfortunately sometimes that's life.  We all learn lessons the hard way. 

penners324

Have you requested the sending bank to recall the payment?

PRAISETHESUN

Have you logged a formal complaint?

https://www.chartersavingsbank.co.uk/ContactUs/Complaints

nowhereman007

I have to say that no bank reasonably holds onto a private customer's money for more than a month and tells them they can only have access to it when the bank decides, and they can't tell you in advance when that might be! I am waiting to hear back from them, but one problem is that the customer service acts a gatekeeper and have until recently completely refused to let me speak to someone with any authority. I am likely to put in a complaint and ask for compensation, but at the moment I don't want to get caught up in another process which will run a month or so.