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

GeoffTF

https://forums.moneysavingexpert.com/discussion/comment/82097762#Comment_82097762

You need a backup card with a different bank. I always go out with a MasterCard and a Visa card issued by different banks. I have third card locked away at home, and I can get cash or a cheque from the Building Society using my Driving Licence. I also have £100 in cash locked away. Be prepared!

Andrea15

https://forums.moneysavingexpert.com/discussion/comment/82097766#Comment_82097766

Yes, this has been mentioned upthread. As it turns out (thanks to the bank switching) I have back up bank accounts now and even a credit card since I had to hire a car. However, about a couple of years ago I had none of those and would have been scuppered.

masonic

https://forums.moneysavingexpert.com/discussion/comment/82097775#Comment_82097775

Being prepared and taking steps to mitigate the problem is all good and what someone should do in this position, but having your card blocked for 5 days will still have had an impact on you and was not fair and reasonable in the circumstances IMHO. So that is where the FOS complaint comes in. They will look at all of the facts and make a determination. If they consider that a 5 day lockout following a retailer miskeying an amount is not a fair overall, then they will look at the impact this has had on you and award a suitable distress and inconvenience payment.

Were you charged anything for the volumes of calls you needed to make to bring the issue to a resolution?

Andrea15

@masonic , no, I was not out of pocket (I wouldn't be so calm were not that the case). In the end it was a huge faff: every time you phone them you can easily waste 30-40 mins.

Section62

https://forums.moneysavingexpert.com/discussion/comment/82097752#Comment_82097752

we are hardly in a position to judge

Which is why a complaint to FOS makes sense. They can ask Virgin to explain themselves in a way the OP, as a customer, can't.

If nothing else, no "standard bank procedure" should include telling a customer they will get a call "urgently, TODAY" and then not make that call.

brianposter

https://forums.moneysavingexpert.com/discussion/comment/82097782#Comment_82097782

You seem to be forgetting that the problem involved a certain amount of negligence by the OP.

masonic

https://forums.moneysavingexpert.com/discussion/comment/82097785#Comment_82097785

Then the substance of the complaint will be the overall time required to unblock the account, the broken promises, and the amount of time you had to spend trying to resolve the issue (broken promises having necessitated further calls).

masonic

https://forums.moneysavingexpert.com/discussion/comment/82097798#Comment_82097798

There has already been plenty of discussion around people neglecting to check amounts, the impracticality of doing so in some settings. It's also been discussed that those that would insist on doing so are in a small minority, and risk chastisement when they insist.

The FOS are entitled to ask for an explanation of this aspect as part of their adjudication, if they consider it relevant.

Andrea15

I have just emailed "Laura" again given that 5 working days have gone by and there has been no communication from them.

I asked her if the complaint is resolved, as far as they are concerned, and whether I need to escalate it further if I wish to get a resolution.

Just as well I am on holiday, so I have time...

GeoffTF

I expect that is has been said who this bank is up thread. Whoever it is, they seem to be rubbish. All the banks get complained about here. Nonetheless, some seem to be better than others.