This w/e I am "debanked" (now resolved: 90 hours wait, no info. Complaint rejected. Now ombudsman.)

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82097378#Comment_82097378

So if FOS agrees then you should be offered something to recognise the inconvenience.

masonic

It seems likely this would be considered an unreasonable delay.

brianposter

Maybe someone who actually deals with fraud would care to comment.

Section62

https://forums.moneysavingexpert.com/discussion/comment/82097378#Comment_82097378

I spent the day by the phone waiting for the phone call from the dedicated fraud time that would call me back "urgently, TODAY".

This is one of the key points - this was on day 3? If you were told someone would call you "urgently, TODAY" then the bank has failed you by not keeping that promise. That it was then 2(?) days later before they eventually contacted you could be hard for the bank to justify.

Unfortunately on this forum you'll get people telling you not to complain or that you would be wasting the time of FOS. It is often best to ignore them - FOS is there to look at complaints that customers feel their financial service provider hasn't properly addressed. This doesn't mean that FOS will agree with you, but you won't know if you don't ask.

Section62

https://forums.moneysavingexpert.com/discussion/comment/82097392#Comment_82097392

Not sure that would help move things forward. The issue for the OP doesn't seem to be that the card was blocked, but the amount of time it took to unblock it and the poor communication. E.g. You don't need to be a fraud expert to know that a bank shouldn't promise to do something and then not do it.

Andrea15

https://forums.moneysavingexpert.com/discussion/comment/82097433#Comment_82097433

That was on day 1 when I was promised an AM call the following monday, then on day 3 (Monday) the AM call morphed into a "today" call, and then at the end of day 3 and the subsequent days there was no timescale anymore, only that I would be contacted once the issue (that no one could explain to me) was solved.

GeoffTF

That was on day 1 when I was promised an AM call the following monday,
then on day 3 (Monday) the AM call morphed into a "today" call, and then
at the end of day 3 and the subsequent days there was no timescale
anymore, only that I would be contacted once the issue (that no one
could explain to me) was solved.

If you complain to the FOS, they will be told what the issue was, but they will not tell you. The FOS can rule on whether or not the bank's behaviour was reasonable in the circumstances.

Andrea15

https://forums.moneysavingexpert.com/discussion/comment/82097509#Comment_82097509

Perhaps, but I cannot believe that I didn't deserve a phone call and some kind of explanation of what was going on. As far as they knew, I could have been starving in the house because unable to buy food.

Rob5342

I'd take it the the FOS personally. It should be possible to resolve something like this in the app in a few minutes, not take five days of phone calls.

My experience with Nationwide's complaints department was equally bad. Every time I phoned they said that their complaints manager would contact me but he never did, I also emailed him twice and he just ignored me.

brianposter

Looking at the OPs experience it appears that delay and non-cooperation are the essence of the bank"s anti-fraud measures. Once a week has passed without further notifications the bank can probably assume that the account holders mobile remains in the account holders hands and can then relax the anti-fraud measures.

The alternative would be to insist that the OP goes into a branch with ID but for some reason this does not seem to be popular with banks.