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    • Future Comms issues. Read more at https://www.consumeractiongroup.co.uk/topic/416504-future-comms-issues/
      • 3 replies
    • This is a bit of a lengthy one but I’ll summerise best as possible.
       
      THIS IS HOW THE PHONECALL WENT 
       
      I was contacted by future comms by phone, they stated that they could beat any phone contract I have , (I am a limited company but just myself that needs a business phone and I am the only worker) 
      I told future comms my deal, £110 per month with a phone and a virtual landline, they confirmed that they could beat that, £90 per month with a phone , virtual landline  they also confirmed they would pay Vodafone (previous provider) the termination fee. As I am in business, naturally I was open to making a deal. So we proceeded. 
      Future comms then revealed that the contract would be with PLAN.COM and the airtime would be provided by 02, I instantly told them that this would break the deal as I have poor 02 signal in the house where I live as my partner is on 02 and constantly complaining about bad signal
      the salesman assured me he would send a signal booster box out with the phone so I would have perfect signal.
      so far so good.....
      i then explained this is the only mobile phone I use for business and pleasure, so therefore I didn’t want any disconnection time in the slightest between the switchover from Vodafone to 02
      the salesman then confirmed that the existing phone would only be disconnected once the new phone was switched on.
      so far so good....
      • 14 replies
    • A shocking story of domestic and economic abuse compounded by @BarclaysUKHelp ‏ bank complicity – coming soon @A_Gentle_Woman. Read more at https://www.consumeractiongroup.co.uk/topic/415737-a-shocking-story-of-domestic-and-economic-abuse-compounded-by-barclaysukhelp-%E2%80%8F-bank-complicity-%E2%80%93-coming-soon-a_gentle_woman/
      • 0 replies
    • The FSA has announced large fines against DB UK Bank Limited (trading as DB Mortgages) - DeutscheBank and also against Redstone for their unfair treatment of their customers.
      Please see the links below for summaries and full details from the FSA website.
      It is now completely clear that any arrears charges which exceed actual administrative costs are unfair and therefore unlawful.
      Furthemore, irresponsible lending practices are also unfair and unlawful.
      Additionally there are other unfair practices including unarranged counsellor visits - even if they have been attempted.
      You are entitled to refuse counsellor visits and not incur any charges.
      Any charges for counsellor visits must not seek to make profits. The cost of the visits must be passed on to you at cost price.
      We are hearing stories of people being charged for counsellor visits for which there is no evidence that they were even attempted.
      It is clear that some mortgage lenders are trying to cheat you out of your money.
      You should ascertain how much has been taken from you and claim it back. The chances of winning are better than 90%. It is highly likely that the lender will attempt to avoid court action and offer you back your money.
      However, you should ensure that you receive a proper rate of interest and this means that you should be seeking at least restitutionary damages - which would be much higher than the statutory 8%.
      Furthermore, you should assess whether the paying of demands for unlawful excessive charges has also out you further into arrears and if this has caused you further penalties in terms of extra interest or any other prejudice. This should be claimed as well.
      If excessive unlawful charges have resulted in your credit file being affected, then you should take this into account also when working out exactly what you want by way of remedy from the lender.
      You should consult others on these forums when considering any offer.
      You must not make any complaint through the Ombudsman. your time will be wasted, you will wait up to 2 yrs and there will be a minimal 8% award of interest and no account will be taken of any other damage you have suffered.
      You must make your complaint through the County Court for a rapid and effective remedy.

      http://www.fsa.gov.uk/pages/Library/Communication/PR/2010/120.shtml
      http://www.fsa.gov.uk/pubs/final/redstone.pdf
      http://www.fsa.gov.uk/pubs/final/db_uk.pdf
       
      http://www.fsa.gov.uk/pages/consumerinformation/firmnews/2011/db_mortgages.shtml
      Do you have a mortage arears claim to make? Then post your story on the forum here
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thegoodsamaritan

Charge refund process for RBS customers

style="text-align:center;"> Please note that this topic has not had any new posts for the last 4809 days.

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How charges get refunded for personal (ie no business) RBS customers :D

 

:p In Branches:

Any member of staff can take your complaint / request for charges back (at the counter, by letter or phone)

We are trained to log this an official concern (complaint) on the sytem but be wary not everyone will take the time to do this as its time consuming. The staff member should at the very least refer the matter to the relevant person (branch manager / area manager / customer relations)

Branch managers only have authority to refund up to £50 in each case (i believe its the same limit nationwide) and they actually have a budget set aside for how much their branch can "spend" on personally refunding charges!

Area managers have authority to refund more charges, regional managers higher amounts still; though to be honest if you're wanting more than £50 back you should go direct to customer relations.

 

:p Customer Relations: (Freepost PO Box 1727 Edinburgh EH12 9JN / 0800 015 5035 / margaret.king@rbs.co.uk)

This is a department of the bank dedicated to sorting out complaints before they are taken further. They have a lot more authority to take action / refund charges than branches and this is probably your best port of call. It's in the banks best interests to settle with you within 8 weeks of making your complaint (has to be logged) otherwise you are free to complain to the Financial Ombudsman and this will cost the bank at least £370 (i read £370 on another part of the forum but we've always been told it's £500?). If the Ombudsman decides you were right the bank has to abide by their decision and do what it says. If they disagree with you and take the banks side the bank is still charged and you pay nothing.

I believe you can also take court action at any time regardless of who is dealing with your complaint.

 

:p Internet/Phone Banking:

I am not 100% sure but i believe they either send the home branch a message to investigate or use the same concerns system to log and try to resolve it as branches do.

 

:p New department (I don't think customers can contact this dept directly)

There's been a new department set up last few weeks (MCC i think?). Originally we were told it was a help centre to give advice on how best to handle complaints that we are trying to resolve. But now it looks like its part of a bigger plan...

Just a few days ago in our morning staff meeting we were told all about the growing consumer movement that "bank penalty charges are illegal" and the court case v Lloyds, and alsoshown a letter like the ones available on this site. We were advised that if we received a letter like these we were to send them immediately to this new department and that they would handle it from there as we didn't want to "get to the stage that there were baliffs coming into the branch". Interestingly enough my manager who is normally a right jobsworth didn't try to dispute the statement that bank charges are illegal.

 

:roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll::roll:

 

I've heard of cases where customers are made to sign a letter saying that they "understand they will be refunded this one last time but they are not to ask for any more charges back and we will not refund anything else unless it is a proven bank error........."

......only for them to be refunded again the very next month!! So generally speaking always accept the charges we offer to refund at the time, but then ask for the rest back as well.

 

 

Remember if you want your entire lot of charges back the best chance of success seems to be using the "bank charges are illegal penalties" letter templates on this site. From the look of it they seem to meet with success everytime (as long as you follow through on everything)

 

And finally remember next time you come into the branch that, believe it or not, the majority of bank staff are on your side. We're just not allowed to tell you that we also think that charges are excessive and unjustified or anything other than the banks policy on charges or refund more than our department is allowed to otherwise we could end up being disciplined or even sacked. Its something we regularly talk about amongst ourselves and i am yet to meet a non-manager who doesn't think the charges are disgusting or obscene. So please be nice to us :)

 

I'll try and post something useful in the next few days...

In the meantime I'm off to send a letter to Barclaycard and one for a mate to RBS. :wink:

 

Power to the people!


(Yes I work for a bank but am here to help! Please be nice to me! :))

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It's in the banks best interests to settle with you within 8 weeks of making your complaint (has to be logged) otherwise you are free to complain to the Financial Ombudsman and this will cost the bank at least £370 (i read £370 on another part of the forum but we've always been told it's £500?). If the Ombudsman decides you were right the bank has to abide by their decision and do what it says. If they disagree with you and take the banks side the bank is still charged and you pay nothing.

 

Fantastic info, thanks!

 

That explains the footnote on the bank's (unsatisfactory) letter in reply to my complaint:

 

"To ensure you have ample time to consider our comments, we will keep your file open for eight weeks. If you wish to take your complaint further, we would be grateful if you could let us know within this time." Care Team Advisor, RBS, Glasgow.


I only mouth my opinion, please look elsewhere for sensible advice! :)

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Good info thanks - think this should go in the section "A word from the Banks" so that no-one misses it.


Status:

 

Halifax - DPA sent 03/03/06.

Prelim Letter - Sent 27/03/06 ignored.

LBA sent 10/04/06 - Ignored

Moneyclaim filed - 26.04.06

Acknowledgement received 3rd May. Halifax state they intend to defend.

Halifax Settled in Full - 17 May 2006

 

If you've found this post helpful, I would be grateful if you could click on the 'Scales of Justice' button in the top right corner of this post.

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I'll try and post something useful in the next few days...

 

You mean there is more...and that this is not useful? I don't think you understand how much confidence this sort of info will give to waverers and the 'I'm not quite sure...'

 

If anyone is able to face up to their bank, knowing these processes, you will have done those people a glorious service, and also helped everyone to demonstrate that the bank is not above the law, that it knows this, and it is now running scared...

 

You get my vote for Local Hero anytime.


Alecto, Magaera et Tisiphone: Nemesis on Earth is come.

 

All advice and opinions given by Spiceskull are personal, and are not endorsed by Consumer Action Group or Bank Action Group. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

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here's some more i forgot to metion...

 

:p Customer Lending Centre

If you get lots of charges and go way over your limit it is more than likely at some stage responsibilty for all your accounts will pass to the Customer Lending Centre, otherwise known as the Personal Account Centre or PAC (think like wolves). Business customers could see their accounts passed to the BAC if they had problems.

When this happens you'll receive a letter informing you of this. Any request for charges back should go directly through them (or customer relations - see above)

 

:p Income Managers

These have recently (last few months) sprung up to help deal with the growing issue of refunding charges. They're based centrally and sort requests for charges back. Basically they are there to deal with the issue of bank charges and free up the branch manager to concentrate on hitting their sales target for the week. (Not all branches have an income manager assigned to them though)


(Yes I work for a bank but am here to help! Please be nice to me! :))

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Hey, that's great. I sincerely hope my branch DOESN'T have an Income Manager - I want MY bank manager to deal with my issues personally...and if the branch does have an income manager, I may consider moving to a branch that doesn't...


Alecto, Magaera et Tisiphone: Nemesis on Earth is come.

 

All advice and opinions given by Spiceskull are personal, and are not endorsed by Consumer Action Group or Bank Action Group. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

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This topic was closed on 03/07/19.

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


(Yes I work for a bank but am here to help! Please be nice to me! :))

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style="text-align:center;"> Please note that this topic has not had any new posts for the last 4809 days.

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