Thread: Kev Vs A&L **Full refund offered**

Well..its been a while since i've been here but looks like i'm heading into yet another bout of letter writting and stuff with those sneaky banks.

This time though its the banks fault all this has happend.

I'll tell you all what happend....

So..i was looking at my statment on-line on the day a payment was going in and it says i have £200+ available in my account. This seemed right and the payment was showing as been paid in. I then went to transfer most of the money to pay off a credit card bill (but left enough to cover my up comming DD's) but was told that the transfer was canceled due to insufficient funds (o.0) and told to try again later. So the next day i tried again, this time with a lower amount as i had spent about £20 on something and it seemed to go through ok.

Then the next day i check my account and was shocked to see it was minus a load of money. I then realised that they had processed the 1st transfer (the one they said was canceled) AND the 2nd transfer. Then they had failed the 2nd, charged me for it. This charge and the extra money on the 1st transfer ate up the money had had left in for the DD's which were comming out that day. Then they charged me £34 a time for 3 failed DD's which would not have failed if they didn't put through the 1st transfer like they said.

I contacted A&L and they 1st said they could do nothing due to the test case. I then reminded the woman that i was told that the 1st tranfer would not go through and this was their fault for processing it when they(their web site) said it would not go through. I was then told that she would pass this on to some seperate department to have them look at and see if they had made a mistake and was told i would be contacted in 2-3 days.

It's now been over a week and still nothing. I will be contacting them again today to see whats going on and i already have the letters set up ready to send them if i get nowhere with them.

I'll keep you posted....


Kev

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Ok..contacted A&L yesterday and they said the matter had not been passed to the right department yet.

Spoke to them again today as they had processed a standing order which i canceled to try and stop more charges going on and they told me the matter HAD been passed on and that they had already reached a decision which was "no...we will not refund the charges as we made no error"

The person i spoke to said he would pass it back again seeing as they had processed, failed and charged me for the standing order which i had canceled.

So thats 2 mistakes they have made now and the charges are racking up.

Why can't they admit their mistakes?

If you have tried talking to them and they wont help put everything clearly in writing making it clear why it is their error and state that you will either commence a claim or complain to the fos. Keep a copy - give them 7 days - and then either start the proceedure on here, or Write to FOS.

I know it will be put on hold - but you will be top of the pile after the case - and the FSA are due to review the waiver - so you never know things may change.

Keep firm and keep going

jan

Ok...was about to send A&L a letter, when I thought about contacting them via their Narborough Office and speaking to their complaints team. Spoke to someone for a short while, explained everything and also how I was disgusted that they told me 3 times I would get a call back from an A&L customer service manager and didn't get any. Anyway he seemed quite apologetic and told me all the charges (5x£34) would be refunded.
Well it only took them 2 ½ weeks to spot and admit to their mistake.

The Narborough details i used are...
Tel: 0116 201 1000