Written by John Kruse, one of the leading experts on Bailiff Law, this consumer friendly guide is essential reading for anyone who comes into contact with a bailiff.
The book is easy to understand and clearly explains the rights
a bailiff has, and also what they cannot do when collecting debts and repossessing goods etc.
This is really complicated and I have come to the end of my tether with writing letters and phoning A&L.
I recieved a letter in april informing me that because I do not use the account and fund it with the correct money each month, they were going to start charging me £5.00 a month. To avoid the charge they said I could change the account to a bog standard one with no benefits. I did this on 1st May and was assured by the woman on the other end of the phone I would not be charged for anything.
So then on 12th may A&L charged me the under funding fee of £5.00 for the period of march-april.
This took me 74p overdrawn and since this, they have charged me £5.00 a day in unauthorised overdraft fees (charges are now up to about £250)
I have written a letter of complaint but I have been have informed that they believe it is to do with the ongoing issue with the banks/courts at the moment. I replied and told them i believe it is an administrative error due to the fact I was given incorrect information from staff. I havent had any response to this letter yet. (this was nearly 3 weeks ago)
Someone tells me that all telephone conversations are recorded with them so this is in my favour. But where do I stand with them? what are my next steps?
They advised me to pay in the money to stop any more charges but I am hesitant to do this and don't see why I should have too becuase its there error!
They have made no effort to resolve the situation other then send me a standard letter re the current court case situation. They insist that they are perfectly in their right and as long as they replied in the first 7 days of my complaint there is no time scale for them to settle the complaint.
I have checked my credit file and they have already marked that I am two payments late. How is any of this acceptable customer service and in anyway lawful? Its now july and this has been on going since May. I am really not sure what to do.. :-S
I was also informed on my visit to the branch they could freeze my account or something like 'pending closure' I tried to do this on the phone and was informed that this is not possible, so once again I have been given incorrect information. Today they even cut the phone off twice while I was trying to get an answer from the customer service team.
I cannot describe how angry I am now, I have phoned, visited my branch, written letters and am no closer to getting the situation resolved.
It's bank error plain and simple. Whether there is the OFT test case or not they have to refund it as such.
You received the letter in April AFTER the point in which you could have changed the account.
Write to them and ask them to listen to the tape of the call. Ask them to audit trail your account which should reveal when the account was changed. That should reveal that you called on the same day.
Make them aware that they have charged you for a period that you could not change the account to avoid the initial £5 under funding. Ask them for a final response prior to taking it to the fos(it will cost the bank £450 whether the decision goes in your favour or not). I think it would be cheaper to settle imho.
Just to update you that I got a reply from my last letter today. Informing me that all charges have been refunded. I have just checked my online banking and the money is there!
Thanks for the reply yourbank! I am tempted to take it further however at the moment I am just glad the money has been refunded. It taken over 15 phonecalls & 3 letters, Nationwide are my next target althought my claim with them is on hold until the current appeal has been sorted!
Charges due to Administrative error
fees (charges are now up to about £250)
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