Am I right to ask for compensation

hammers1970

Hi

I’ll keep this short because it’s a bit long winded.

I read somewhere that certain merchants had taken extra payments out of customer accounts.

1. Requested all my transactions from merchants.

2. Received official database of all my transactions from both merchants.

3. Crossed referenced every transaction to my bank statement.

4. 6 unauthorised payments taken from my account totalling £500+.

5. Emailed merchants they refused to answer.

6. Contacted my banks Live chat on Sunday and told them about the 6 unauthorised payments, I had 100% proof to verify the payments, answered all banks questions. Requested a temporary re-credit of the unauthorised payments, which was unanswered.

7. Contacted Live chat on Monday 2/3 requesting an update, each time I was asked exactly the same questions and gave the same answers. Also sent official merchant databases of my transactions, showing the 6 transactions were not listed. Each time I requested a temporary re-credit of the unauthorised re-credit of the unauthorised payments and each time this was unanswered.

8. Contacted Live chat on Tuesday twice requesting an update, each time I was asked exactly the same questions and gave the same answers. Had to send the databases again. Each time I requested a temporary re-credit of the unauthorised re-credit of the unauthorised payments and each time this was unanswered.

9. Contacted Live chat for a 3rd time on Tuesday requesting an update and was passed through to a shift manager, who once again asked me the same questions, but then agreed that I had exhausted all areas. I requested a temporary re-credit of the unauthorised payments, but again this was unanswered.

10. Contacted Live chat on Wednesday requesting an update, I was asked exactly the same questions and gave the same answers. Was put through to a Shift Manager who asked again the same questions, but still no resolution. I requested a temporary re-credit of the unauthorised re-credit of the unauthorised payments and this was unanswered.

11. Contacted Live chat again on Wednesday requesting an update, I was asked exactly the same questions and gave the same answers. I was put through to a different Shift Manager who asked again the same questions, but still no resolution. I requested a temporary re-credit of the unauthorised re-credit of the unauthorised payments and this was unanswered.

12.Contacted Live chat Thursday requesting an update, but exactly the same outcome as Tuesday and Wednesday.

13. Finally Thursday afternoon unauthorised payments were refunded back into my account.

I was made to feel like I was committing bank fraud, I had 100% unquestionable proof that verified the 6 payments taken were unauthorised, which was sent more than once, I was asked the same questions over and over and over again.

For it to take so long I believe is wrong and was going to put a complaint into the bank requesting compensation for the unprofessional manner and the distress that was caused.

Have I got a case or not?

Any advice will be greatly appreciated

Brie

I don't understand what the initial issue was. You say you "requested transactions from all merchants" but don't state why

lon_don

Sounds a bit like inadvertent NX Rewards / Complete Savings subscription (which tbf works very well for people who actively engage and use it) ?

Woodstok2000

No, you dont have a case in my view. You got the same response and had to answer the same questions because you were repeating the same complaint without giving them time to resolve it.

You do realise the bank would have had to investigate this in the background to determine you had a reasonable claim before processing any credit? They're not just going to take your word for it and credit you hundreds of pounds.

Less than 4 working days to resolve this while simultaneously dealing with you spamming their customer service team seems like great service to me - I'd be celebrating.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82130480#Comment_82130480

I presume it's a continuation of the story from this other thread…

https://forums.moneysavingexpert.com/discussion/6680761/debit-card-dispute

redux

I don't see what compensation might be for, if you've successfully had the suspect transactions refunded.

If you want something based on the number of times you feel you needed to contact them, I think they'd be unlikely to agree, as they are allowed to take a reasonable time to look into things.

I've got something which says they hope to respond to the complaint within 15 days, though the prediction to fix the actual problem is earlier than that. Edit: complaint resolved today, block cleared yesterday, from problem starting last Monday

born_again

Given a relationship with the retailers. Then why do you think you should get compensation?

How is a retailer or bank going to think it's not you making them?

Expect bank to chargeback the transactions they have refunded, if they come back with your details, you will be re-debited.

Someone at the bank will have to spend time looking at the data, before any refunds will be given.

Maegi

The question I'd ask - would a third party agree the bank acted unreasonablly in terms of time and conduct?

They may provide a goodwill payment to make you 'go away' but they might just opt to end the banking relationship especially as betting is involved.

Ergates

For it to take so long I believe is wrong and was going to put a complaint into the bank requesting compensation for the unprofessional manner and the distress that was caused.

Unless the timeline in your post is misleading - it didn't take "so long".

You initially contacted them on Sunday (out of normal office hours), and you were refunded on Thursday - only 4 days later. That you chose to keep asking for updates every day is on you.

Also, nothing in what you've described sounds like an "unprofessional manner" - was there something you didn't mention?

Finally, I don't see anything in what the bank did that would have caused you distress. You raised a claim, they investigated it and 4 days later refunded you the money. If you expected the refund to happen instantly, then that was an unreasonable expectation on your part and is not the bank's fault.

eskbanker

I had 100% unquestionable proof that verified the 6 payments taken were unauthorised

Unless there's something you haven't mentioned yet, I don't believe you have anything of the sort! You have a transaction listing from the merchant, which may or may not be completely accurate or comprehensive (for example you said it covered a specific date range, which may not correlate with the bank debits), and there are some bank transactions which you've failed to reconcile with the merchant's view. In itself, none of that unquestionably proves unauthorised payments, so the matter needs proper investigation to reach any valid conclusions…

jimjames

4 days seems incredibly quick so yes I don't think it's reasonable to expect anything else