Playing Them At Their Own Game:

[Spiceskull]

Some thoughts since joining this group and reading many hundreds of the threads:

 

In the first instance, 'our' claim is that the charges levied are unfair and punitive. I think it would be hard to find a dissenter to this view.

 

The legal argument is that the charges are illegal, due to the fact that they are punitive, and do not reflect the true cost to the bank for 'rearranging' MY account. In this we must consider that each infraction MUST be considered on it's own merits, and therefore any charge must reflect the conditions that exist in MY own account.

 

When the bank tells me that the charge is a 'standard' charge, they are admitting that the charge has not been considered due the state of MY account. Rather they are charging me without considering what MY account has cost them by way of inconvenience.

 

Another point I have been considering in advance of the bank contesting my claim. I, as a customer 'paying for a service,' have an inalienable right to know what I am getting for my money. In the event that they query my claim, I am going to keep them on the phone for as long as possible by the following means:

 

For each and every charge levied (there are hundreds...) I will ask what the charge is for. They wil no doubt reply "because you did XYZ..."

 

My response to this will be to state that I know what caused the charge, what I want to know is what service I am getting for the charge, itemised, time spent, cost of materials etc. They claim that they are providing a service, I am paying, and I DEMAND to know what I am paying for.

 

I will do this for EVERY charge until one of us gets bored of the stonewalling. My next tactic will then be to ask for a receipt for each and every 'service' I have paid for. As a paying customer I am fully entitled to request a receipt...

 

If anyone thinks that this is petty, please let me know, and if anyone can add to this stubborn git's determination...please let me know that as well. My bank has caused me no end of stress and wasted time over the years, and I just feel that it is payback time at last...

[BankFodder]

The trouble is that on the phone you are merely dealing with cannon fodder. They have no authority. They have no idea what the charges are really for or how they are calculated and they are just doing their job and they want to go home.

So hassling these people doesn't really help and it gives one a false sens of satisfaction.

Much better to disregard them. Send in your letters ruthlessly. Ignore the rubbish you get back in return from the bank and just go in and take your money back.

[Spiceskull]

Hi BF,

 

I already got the ruthless message from you over the last few days - it's amazing how much confidence your attitude can give people and boy, am I burning for it...

 

I wouldn't be putting cannon-fodder on the line with this tactic (I don't like making weak people cry...) - I would ask to speak to the manager before letting rip...someone who had better understand what I am asking, because if they don't, then what the hell are they doing in a position of financial authority...

[richardc]

Part of the cannon fodders' job is to take all of the flak. You will never get to speak to a manager at a call centre - they are always in meeting, at a conference. One will call you backand never does.

[Spiceskull]

I beg to differ - I know call centres from old, and when outsourcing financial product support they must:

 

Be fully aware of data protection compliance

Record calls

Have someone to escalate cases to

Have an open channel to the financial service provider

 

Whilst the minutiae may have changed, those four principles are key to call centres getting contracts for financial work. Whilst remaining calm and polite (the cannon-fodder know jack sh*t) you can DEMAND to speak to a supervisor, and the supervisor's supervisor, ad infinitum.

 

You WILL eventually get through to an authorised member of the financial institution who will know what they are talking about. After all, SOMEONE is legally responsible for these people, and for the advice/support they give.

[Robertxc]

All this may be correct Spiceskull, but there is no getting away from the fact that what you want them to do - refund all your charges - is against the banks policy (no matter how unlawful). Therefore, the chances of you getting someone on the phone in a call centre, who is in a position to violuntarily give you a full refund seems to be pretty slim. If you look at the people on this forum who are successfully getting their money back, they pretty much all seem to be doing it once they have left the realms of call centres well behind and are now dealing with 'proper' people in the banks legal department, who are empowered to to make refunds.

[Spiceskull]

That's a fair point about progress...my intention is to 'bore them' as quickly as possible, so my case can be expedited up the ladder with all due haste...

[Robertxc]

The quickest way to get things 'up the ladder' is to send them a summons, which you'll have to do sooner or later anyway. Once this is done they have an absolute deadline which they cannot ignore.

[Spiceskull]

This topic was closed on 03/07/19.

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