This topic was closed on 2019-03-08. If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support there. If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened. - Consumer Action Group

Hi I was very nervous about starting a claim as I was worried how far I would have to go to get a result but after moving my statement to the sofa several times I finally got up the umph to to the first letter from your library on 26th March. I asked for £110. a £20 charge and 3 x £30 charges for going over my overdraft by a few pounds in January and then them putting 4 transactions through (they only totalled about £60 so to be charged £140 originally (i got one refunded originally when I first found out and pleaded over the phone - the customer services assistant was very unsympathetic and very condescending which wound me up loads but I had to bite my tongue or i'm sure i'd not even have managed that!) was taking the mick I thought). I had an acknowledgement from Dawn Hoyle dated 31 March to whom I addressed the letter saying they would contact me within 4 weeks and a very badly photocopied letter of the Customer Satisfaction policy - not professional when the copy is all askew! I have received a letter today dated 12th April saying they have refunded the charges (the amount is back in my account!!!) because I haven't incurred charges in the recent past (actually I havent incurred charges for quite a while but I didnt check through the whole of the claim period as I was more concerned about recent charges and thought I would stand a better chance if it could be done quickly without wading through old records) The debit interest of £9 odd stays as it was because I was overdrawn and not a incurred charge. They say it is not their intention to penalise customers for one-off lapses but they do expect them to manage their accounts effectively. They also state they think their charges are fair and would defend them in court etc etc A satisfactory outcome for me - I accept I should have known what was in my account and when I found out I transferred money over and upped my overdraft so was proactive in fixing it straight away but I thought the charges to be over the top and the customer service unsympathetic My advice - ask the question - it might just be really easy For those who have more of a fight on their hands - I support you wholeheartedly and wish you all the best THANK YOU FOR HELPING ME DO THIS XX