Hi all,

decided to take control of finances and stop robbing Peter to pay Paul.

called my bank to cancel a specific CPA and guess what - CPA not cancelled.

Had a plethora of promises - money will be recalled - won't happen again blah blah blah.

My confidence in them has plummetted.

I have made a complaint to the bank - looking for some advice if there are 'alternative' groups/CEO's etc that should be receiving a to-the-point email.

GavieBaby

You should make a complaint to their head/registered office. Identify your letter as a formal complaint.

1: The banks must cancel your CPA if requested and refund the money swiftly if the payment goes through. You are I believe entitled to compensation if you suffer any losses.

2: If the bank refuses to take your complaint seriously, then you should make a complaint to the Financial Ombudsman.

I have posted 2 links below that you should read.

http://www.consumeractiongroup.co.uk/forum/showthread.php?395493-Been-refused-cpa-cancellation-since-nov-2009-Go-get-your-money-back-now!!

http://www.consumeractiongroup.co.uk/forum/showthread.php?399260-Feel-that-you-ve-been-treated-unfairly-by-your-Payday-loan-lender-COMPLAIN-TO-THE-FOS!!(17-Viewing)-nbsp

Thanks citizenB - email fired off and will post the same letter registered later today.

Cannot believe how ridiculously unprofessional some banking staff are.

Will wait with anticipation as to what happens next.

G.

After a ding dong with Co-op customer services who don't know their **** from their elbow, I went direct to the CEO. Boof, done dusted and no further problems. All CPA's cancelled. I'm in discussion with the senior customer service person about something else but she's now stalling on her replies. I'm just wondering if they are up to something with the other banks.

I have to say, the Co-op disputes team are true to their word and I even have had them call me to advise of suspicious activity on my account.

Any monies taken has been refunded.

Thumbs up to them:-)! IMO, I would ask to be transferred straight to the disputes team!

Now to deal with a PDL company who obviously excel in texting, but are sadly lacking in reading emails....

Will update when Co-op reply to me.

G

This sounds a bit more positive, gaviebaby

A wee update..... have just discovered that Co-op have allowed 2 cancelled CPA's to be processed :-x

Will have a wee chilling cuppa, then a raging rant! Anyone have an email for their CEO?

Gaviebaby

Update from post above - spoke to a nice young lady at Co-op who apologised and actioned refunds immediately. Also compensation was credited to my account with the assurance it would not happen again. A couple of days later I received a letter which confirmed all that was said during the telephone conversation. A handy contact name and number, although it is for office hours only..... hence what happened last Friday.....!

Two further amounts withdrawn last Friday thanks to CPA - the company trying to withdraw refuse to acknowledge any communication etc. Anyway, telephoned the Co-op on Saturday evening once I was aware and informed nothing they can do until Monday morning! Do not think so! Quoted FSA guidelines (obviously now FCA) and pointed out where the bank makes a mistake it needs to be rectified immediately, not in 2 days time! Checked my bank 15 minutes later and money refunded. Short of closing my account, there is apparently nothing that can be done.

Beware - even if you cancel a CPA with your bank it can still be processed! And do not take No! for an answer - go to the top if necessary!

I feel empathy for those who struggle with finance and find their accounts cleared by an authorised CPA - its a horrible feeling knowing that your money has been taken without your consent.

Will keep updating as I progress again with another compaint!

Gaviebaby

You should now be making a complaint to the Financial Ombudsman in respect of the PDLs actions.

http://www.consumeractiongroup.co.uk/forum/showthread.php?399260-Feel-that-you-ve-been-treated-unfairly-by-your-Payday-loan-lender-COMPLAIN-TO-THE-FOS

Thanks citizenB - have carefully noted and recorded all communication I have had with them. Will advance to the FOS now.

Curiously, PDL's say much more than they should in a telephone conversation....!

G

Thanks citizenB - have carefully noted and recorded all communication I have had with them. Will advance to the FOS now.

 

Curiously, PDL's say much more than they should in a telephone conversation....!

 

G

Which is why we always advise that unless a call can be recorded - everything should be in writing.

Another way to put them on the back foot is to summarise the call in writing (your understanding of what was said) - then post to their Head office.

Something like..

Dear Sir or Madam,

 

References.

 

On DATE, I spoke with one of your representatives.

 

This is my understanding of that conversation.

 

1: Your agent suggested that they sell my cat, send the bailiffs in without first having issued a court claim.

2: That any liability owed to your company is a priority debt - placed above my rent/council tax

3: It was suggested by your agent, that they could camp on my doorstep.

4: They advised that they would make attempts to use the "now cancelled" CPA instructions, every day !

5: It was advised that they would telephone/text to all phone numbers that you hold for me, every day, several times a day.

 

If you disagree with the above, perhaps you could advise me how your agent understands our conversation. Perhaps there is a recording of the call, if so, perhaps you could provide me with a copy of this.

 

(If you recorded the call then you would replace with)

 

I would point out that I do have a recording of this call, which will be used in any further action, I might take against your company !

 

etc, etc,

Would love to be a fly on the wall when they try to come up with a response that limits their failings!

G

Look forward to the next instalment

You also MUST inform the FCA of the banks actions. They are breaching statute regulation, and the FCA is coming down hard on banks that ignore the law.

Renegadeimp, I was stalling going down that route as once I had brought the transactions to the Co-op's attention they did respond fairly quickly even if I did have to point out regulation to the telephone minions. However, it is clearly shown on my bank statement a number of unauthorised transactions and 'credits' that have been applied when it has been pointed out.

Would I benefit from informing the FCA? Or would Co-op play hard ball and decide my account should be closed?

G

Okay another update! Co-op have decided to let another couple of unauthorised CPA's leave my account. Financial Ombudsman very interested..... so forms being filled out and sent off hopefully later today.

Anyone have an email for CEO or anyone else who may be cheesed off at their minions unprofessionalism?

G

This the email for Co-Op financial services which includes the bank

[email protected]

Thanks..... CEO duly e-mailed

Contact fca as well.

Thought I would give an update from this whole debacle!

I received a call from CEO's team apologising etc etc, won't happen again blah blah.....

Offer of additional compensation which was duly accepted.

Within 3 weeks the lovely people at Coop decided they were closing my account as I had been overdrawn!

No surprise when they authorised CPA's!

I went elsewhere and the difference is amazing.

My new bank are very helpful and so far no issues.

My advice?

If there is an issue go to the top of the tree and annoy them,

the response in my situation was quick & satisfactory.

Closing my account, their loss,

G

Very frustrating that rather than admit their mistakes and ensure they are rectified correctly.. they would rather close a customer's account !

Hey ho, at least you were able to set up a new account with a bank that appears to be more user friendly

Hi, did you have a cashminder acc? if so. what bank did you change too.

I actually went with RBS and it's a basic account.

No problems at all, having fun still annoying the institutions

On a side note here have you checked whether or not your account has been accessed at any time for any reason by staff at branch level without you being present or on the phone to them ?

On a side note here have you checked whether or not your account has been accessed at any time for any reason by staff at branch level without you being present or on the phone to them ?

Do you mean Coop? If so, then I would not know as I have not requested that information. What would the benefit of that be?