RBS - confidential policy

Gers

Extract of response from RBS:

Following my investigation, I regret that I am unable to uphold your complaint. I found that your card was working as intended and there were no faults with your account, card, or our payment systems. My investigation confirmed that the transactions were declined in line with an internal bank policy.

While I understand your disappointment and understand why you wanted more information about the policy, I confirmed that the details of these controls are confidential and cannot be disclosed. These measures are in place to help protect our customers and the bank, and to ensure we meet our legal and regulatory obligations.

Therefore, I am satisfied that the transactions were declined correctly and that the bank has acted in line with its established policies and procedures.

Ah well…that's that.

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/82100661#Comment_82100661

Out of interest, what was the basis of your complaint? That the transactions were declined, or that they would not telly you why the transactions were declined?

Gers

https://forums.moneysavingexpert.com/discussion/comment/82100760#Comment_82100760

Firstly - that it was declined, and about why.

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/82100829#Comment_82100829

And what resolution were you after on both complaints?

Gers

https://forums.moneysavingexpert.com/discussion/comment/82100830#Comment_82100830

Thought that would be obvious.

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/82100852#Comment_82100852

Its not obvious what resolution you wanted for the transaction being declined. Did you want them to go back and undecline it? Or commit to no future transactions of yours ever being declined ever again?

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/82100661#Comment_82100661

The issue with that answer is banks will never have to improve their systems..
Should the transaction have been declined? no, but they say system working as it should, but the only issue with that is you have to take them at their word.
It would never happen that a company would lie about their system being 100% reliable!

Gers

https://forums.moneysavingexpert.com/discussion/comment/82100874#Comment_82100874

Not sure that you are being serious! Such weird suggestions.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82101037#Comment_82101037

It was you who chose not to answer the reasonable question about what resolution you wanted, thereby turning it into some sort of guessing game! To the rest of us, it isn't obvious what you wanted - were you hoping for some 'go away' money perhaps?

Gers

https://forums.moneysavingexpert.com/discussion/comment/82101048#Comment_82101048

It's all getting rather passive aggressive here.