My journey to 'Smiling' - Page 2

closey · 28th June 2006, 10:08

They cancelled your overdraft without warning? Shocking. So much for being an ethical bank. Firstly I am not sure they can do this when your account is in dispute. Have a search about accounts in dispute as I know there has been lots written on it.

I have also found that the managers really squirm when you question just how ethical they are they when they treat their customers like this.

Finally I am sure Caro will pick up this thread soon and will have some good advice for you

jimfishybob · 28th June 2006, 11:03

All sorted, it seems this was just an error on their part. If you see above, they extended my overdraft a couple of weeks ago to ensure I didn't recieve charges when they gave me no notice on a 'commission' charge. This extension was until today and rather than put it back to £500 their system has returned it to £0 for some reason.

This has been set staright and they've reversed the £50 on unpaid items as it was an error on their part.

Now I just have to sort out the DD's.

jimfishybob · 28th June 2006, 11:22

Also i've been chasing up any details on manual intervention as it never appeared with my Subject Access Request. Have been told they forgot to put it in but it should be with me in the next few days. It's largely irrelevant but in the interests of completeness I thought it better to post it here.

caro · 28th June 2006, 15:21

Quote:

Originally Posted by closey

Finally I am sure Caro will pick up this thread soon and will have some good advice for you

Oh the weight of the responsibility. Your faith in my advice is touching.

Glad you managed to get it sorted out jimfishybob (even without my help)lol

closey · 28th June 2006, 15:22

Well you do look after us Smile bods!

jimfishybob · 28th June 2006, 15:53

Bless you all.

Every last one of you

Jacksy1980 · 28th June 2006, 16:18

Reagrding the letter you were sent by that man chris in the complaints team i was sent the same letter, asking for the same stuff.
Ive sent all he asked for straight away, but i let him know that my deadline is the end of the month, which is also the deadline they said they would have reached a decision.
So when i turn my computer on friday afternoon and still have had no responce im ringing up, and wont be hanging up until i hear it from the horses mouth, not some call centre person telling me there looking into it(i forget how many times im told this)
Just wondering if anyone else had this letter and how fast did they act?
Cheers Jack

jimfishybob · 28th June 2006, 16:34

Interesting, when did you send them your stuff back? My 10 days are up on 07/07/06, will be interesting to hear how they respond to you on Friday.

Jacksy1980 · 28th June 2006, 16:37

I got the letter last friday and sent the stuff the same day via recorded. They got the information they asked for on monday and as of yet no reply.

jimfishybob · 28th June 2006, 17:09

Hmmm....got my letter on Saturday but the post is a weird out here in the sticks, it generally only comes every other day. Wonder if they were sent at the same time.

jimfishybob · 29th June 2006, 11:05

Dear Jimfishybob

I'm sorry that you've felt the need to write to smile about the charges applied to your account and about the time it's taken to reply to you.

After reviewing your complaint a total of £1954.50 will now be returned as a gesture of goodwill.

As debit interest does not constitute a charge or fee this has not been refunded to your account.

I hope you find this result to be satisfactory.

At this stage we are required to let you know that smile will regard the complaint as closed if we do not receive a reply within 8 weeks of this response.

If you remain unhappy you may ask for your complaint to be referred to the Financial Ombudsman Service. Full details are on our website, www.smile.co.uk / talk to us / complaints.

Yours sincerely,

Neil Evans
smile Customer Services Manager

Donation on it's way once the cash appears.

closey · 29th June 2006, 11:54

Well done

are you going to continue action for the interest? I know I would.

gargoil · 29th June 2006, 12:08

Excellent news, very inspiring to us all!! I hope my own claim against Smile has as good as a result as yours!! Think I'd only chase th einterest if it totalled a "sizeable" amount myself!

closey · 29th June 2006, 12:21

I don't know if I agree. I think its the principle. They shouldn't be allowed to get away with anything.

jimfishybob · 29th June 2006, 12:30

Nah, I never claimed the interest because (although I fully support those who go after it), in my personal opinion this is probably a fair reflection of their costs and it's fair I cover these costs which have resulted from my transgressions.

jimfishybob · 29th June 2006, 12:33

PS. Mods, could you change the title to reflect that this has been settled? I know there aren't that many in the Smile forum so it would probably be worth noting.

gargoil · 29th June 2006, 12:53

Have they refunded into your account or sent you a cheque through!?

jimfishybob · 29th June 2006, 16:46

Neither yet, though the mail above suggests it will be returned to my account.

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