- Original Poster
- #1
Sorry this a long one.
Yesterday I attempted to use my personal bank card and my request was cancelled with advice to contact my bank.
Today I called my bank and advised the issue and was a bit shocked with the information they had or believed they had.
1st issue is they said I did not have any active cards and could not see any withdrawals since April.
- I went online and can see my last withdrawal was 28th May. I advised them this and also informed them I was not in the UK at present, not due back until September and my withdrawals from May onwards were done outside the UK.
They advised my card had been marked as damaged but I did not understand this term. Did the machine detect this I asked?
They said; no you reported it as damaged on 26th April.
I denied this as it is not true and they put me on hold for 15 minutes. Total call duration was 63 minutes.
After the marathon holding time they came back on the phone and admitted that on 26th April a member of their staff had marked my card as damaged as a means of trying to identify if the new card replacement would be sent to my updated correspondence address.
He did this without my knowledge. This action was then forgotten about and that action means I have 30 days use of my current card left.
No new card was ever ordered and this is why they believed I had no active card at present.
Whilst the bank knew it to be their fault they were still insistent on handling everything on the phone and advised they needed to escalate this to a complaint to find a solution.
I asked them to immediately send the new card to my correspondence address and confirm when this had been done. I did this as the bank volunteered a word which never crossed my mind, I was simply wanting access to my funds without further issue.
They said the Word: Compensation.
At this point I advised I could not quantify a compensation solution as I was upset and annoyed that 15% of my working day had been spent solving a problem which occurred as a result of their error. I just wanted to get off the phone and I asked if it could be handled via email.
They said no as it is not secure and any dialogue needs to be verbal but I could complete my complaint using there secure online form.
I checked there site there is both a secure form and an email address for complaints but they advise on the site email is not secure.
So my question and I do hope you are sympathetic to my cause as the banks seem to do everything to make life more difficult when a problem occurs.
How do you quantify compensation against a bank and with the added costs as follows.
I will have to get the card from UK to HK
I will need to access funds using my business account for personal matters whilst waiting
I am unable to use any of my subscriptions as my cards are all expired as per my amazon/netflix/itunes/QuickBooks/domain hosting accounts
Thinking about this matter and considering how to solve it has so far cost me 98 minutes.
I was all set for a day of hard graft and this matter has clouded my enthusiasm.
In a nutshell the bank has messed up and all they were interested in was proving they had proceeded correctly, they kept me on hold never even bothered to ask to call me back just made me hold and hold and once the advisor came back on the phone they seemed gutted this was their error but still want me to spend more time on the phone.
How much would you be seeking and what other distress should be factored for this banking error?
Yesterday I attempted to use my personal bank card and my request was cancelled with advice to contact my bank.
Today I called my bank and advised the issue and was a bit shocked with the information they had or believed they had.
1st issue is they said I did not have any active cards and could not see any withdrawals since April.
- I went online and can see my last withdrawal was 28th May. I advised them this and also informed them I was not in the UK at present, not due back until September and my withdrawals from May onwards were done outside the UK.
They advised my card had been marked as damaged but I did not understand this term. Did the machine detect this I asked?
They said; no you reported it as damaged on 26th April.
I denied this as it is not true and they put me on hold for 15 minutes. Total call duration was 63 minutes.
After the marathon holding time they came back on the phone and admitted that on 26th April a member of their staff had marked my card as damaged as a means of trying to identify if the new card replacement would be sent to my updated correspondence address.
He did this without my knowledge. This action was then forgotten about and that action means I have 30 days use of my current card left.
No new card was ever ordered and this is why they believed I had no active card at present.
Whilst the bank knew it to be their fault they were still insistent on handling everything on the phone and advised they needed to escalate this to a complaint to find a solution.
I asked them to immediately send the new card to my correspondence address and confirm when this had been done. I did this as the bank volunteered a word which never crossed my mind, I was simply wanting access to my funds without further issue.
They said the Word: Compensation.
At this point I advised I could not quantify a compensation solution as I was upset and annoyed that 15% of my working day had been spent solving a problem which occurred as a result of their error. I just wanted to get off the phone and I asked if it could be handled via email.
They said no as it is not secure and any dialogue needs to be verbal but I could complete my complaint using there secure online form.
I checked there site there is both a secure form and an email address for complaints but they advise on the site email is not secure.
So my question and I do hope you are sympathetic to my cause as the banks seem to do everything to make life more difficult when a problem occurs.
How do you quantify compensation against a bank and with the added costs as follows.
I will have to get the card from UK to HK
I will need to access funds using my business account for personal matters whilst waiting
I am unable to use any of my subscriptions as my cards are all expired as per my amazon/netflix/itunes/QuickBooks/domain hosting accounts
Thinking about this matter and considering how to solve it has so far cost me 98 minutes.
I was all set for a day of hard graft and this matter has clouded my enthusiasm.
In a nutshell the bank has messed up and all they were interested in was proving they had proceeded correctly, they kept me on hold never even bothered to ask to call me back just made me hold and hold and once the advisor came back on the phone they seemed gutted this was their error but still want me to spend more time on the phone.
How much would you be seeking and what other distress should be factored for this banking error?
