Intelligent Finance

[Niftyqh]

Hi there I just thought that I would let you know that I have sent off my DPA today. I'm not sure of the full extent of my charges but its going to run in to hundreds. Most of the time problems on my account were from the "snowballing" effect of charges. One of my favourites was when I cancelled all my Direct Debits online in November last year and then they reinstigated them and the bounced them!!!!

 

Has anyone else had dealing with Intelligent Finance or 'Stupid Finance' as I prefer to call them these days?

[Neo]

I had exactly the same with IF!

 

My C/card and loan d/d's were just reinstated and then when i called they wouldn't let me cancel them and I was getting charged like 200 a month for nearly 2 years.

 

I might invest in a new Plasma screen after all this is returned to me.!

[Niftyqh]

So it is not just me then! They have been the most unhelpful bunch that I have ever come across, they have literally had me over a barrel for the last couple of years. If i can get this money back it will be a real bonus. Then I will start on anyone else who might have charged me in the past.

 

Do let me know how you get on with getting your charges returned.

 

Good luck

[BankFodder]

How can they reinstate DDS which have been cancelled?

How did you cancel them?

 

What have you asked for in your DPA request?

 

I think that both of you should make it clear in your DPA requests that you require full disclosure of all data which they hold including screen notes etc.

 

I think that you need to get evidence of their own notes relating to your cancellation of the DDS.

[Neo]

Because the direct debits were from the IF current account to the IF credit card, it seems they just did what they want.

 

I used the template DPA request letter and bolded the manual intervention and all notes section...

 

What happens if they just come back with statements.. does this mean they have ignored the manual interventions part and this means there was none? Also if this is the case, how would we prove the letter we sent was the letter we sent? If that makes sense?

[BankFodder]

No I don't understand. Did you cancel the dds by letter?

[Niftyqh]

I cancelled my DD's online in the relevant place, I printed copies before I hit the "Delete" button because it does not give a detailed confirmation and I wanted the info. I hold a total of 36 deleted DD and SO's. IF claim that the DD's were deleted between the 6/11 and the 20/11/05 yet all my printed docs show the 6/11.

 

I argued this with them but they said there system was reliable and thats when they were deleted. They asked me to supply my copies and when I asked for a name to send them to they replied that I was just to send them to Intelligent Finance so I asked for a fax number I could send them to and they told me that they did not have one!!!!!

 

This is just one of the many problems I have had with them. In my DPA I have asked for a list of all charges since the account was opened. It never occured to me to ask for screen notes, What difference will the screen notes make to my claim?

 

Cheers

[BankFodder]

Well you may as well get as much information as possible.

It sounds to me that you have been good an cautious because a lot of people in your position would not have printed out the pages and would not have kept them.

 

Get all the information you can including screen notes of phone conversations and we'll see how we can turn it around in your favour.

[Niftyqh]

Thanks for the advice, I have altered the letter to relect the points that you have raised. I will keep the forum updated with how I get on.

 

I kept the printouts because I thought they would come in handy!! after IF said their system was fine and it was my problem.

 

They have had me up against a wall for so long that it will be nice to watch them squirm for a change:rolleyes:

[Niftyqh]

In keeping with my policy of refering to IF as Stupid Finance, check this out...

 

I sent of the DPA and a cheque for a tenner as is appropriate, and lets ask our selves what IF have done with the cheque?......

 

Yes they have paid it into my IF Current account!!!!!!

 

Is there no end to their stupidity?

[Niftyqh]

Well I got my reply today in a rather large envelope! It appears to be pretty much along the same lines as others. They state they dont have to tell me the charges but they have listed them.

 

They also stated that I am not entitled to copies of calls made to the bank as they are for "staff training purposes and to enhance customer service levels" and are not covered by the 'Data Subject Access Rights'

 

They did not mention the 'Manual Intervention' either, so I shall just move ahead to the next stage requesting the refund of my charges using the template from the library.

[Niftyqh]

Ok I have sent my first request for payment. Because IF would not specify the charges I have made a note on the sheet to reflect that they refused to supply this information.

 

Lets start the countdown........

[Neo]

Have you estimated the charges then?

[Niftyqh]

No, what I have done is list the amount of the charge and the date it was applied which is how IF supplied the data, what I can not do is specify if it was a 'Failed Direct Debit or Exceeded OD etc'

 

They did not send any evidence of manual intervention, they only supplied notes of when I had rung in to complain or request services etc.

[Neo]

I had exactly the same. They would only provide charges.

 

i wanted a copy of all transactions like specified in the DPA letter.

 

The number of charges seems quite small so I am wondering now if they could of missed charges out, etc!?

 

Good luck though... I haven;t specified mine either, just put a total amount I am claiming.

[Niftyqh]

Fair play.

 

I felt that if they could not be bothered to supply the information requested then that is their look out, I was specific in my request to them and if they try to rebuff me later I will draw on their lack of cooperation and failure to comply!

 

Would look better on me if I have made all reasonable requests and they are the ones who are getting it wrong.

 

Hope that your claims are making headway.

[Niftyqh]

Ok I got this response from IF today, any help would be gratefully recieved....

 

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'I refer to your recent request for us to review the charges that have been applied to your Current Account.

 

I write to advise you that on this occassion, after careful investigation, the charges were applied correctly to your account, and therefore will remain.

 

I appreciate the comments made in your letter but would refer you to our T's and C's Page 20, section A.9 Charges and Expenses. On opening your account you would have agreed to our T's and C's. You would have also been provided with our Interest Rates and Charges booklet listing details of our charges'

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Thanks. I really don't think its fair, They have offered no explanation at all!!!!

[alanfromderby]

Presumably you are just moving on to the next stage then - it's your timetable.

[Niftyqh]

Hi there and thank you for your input.

 

Does this mean that I go to the Moneyclaim site and fill in the form? Or shall I send them another letter stating that I have not recieved a satisfactory response and give them a further 14 days to cough up?

 

Cheers

[alanfromderby]

If you sent the preliminary request for payment, then move on to the Letter Before Action. If you sent the LBA then it's on to moneyclaim.

[Niftyqh]

Ok thanks, I have found the template and will get that sorted tonight..

 

I just wanted to make sure.

 

Cheers

[Niftyqh]

Ok Second Request for payment in the post and I have already got the details for the 'Particulars of Claim' out the library.

 

Come on Intelligent Finance if you think your hard enough!!!!!

 

He he

 

Fe

[welf_man]

My husband and I had a joint current account and mortgage, which is now closed. I requested the details of charges and manual interventions citing DPA and enclosing the cheque; I got a phone call a couple of days later saying charges don't come under DPA and why did I want them. I said I was having a general look at finances and the woman said they could send a summary for no charge; also that they don't keep records of manual interventions!

 

I got the summary (and the cheque back) and sent the first letter asking for repayment of the charges, plus any amount of interest I had paid due to interest caused by charges putting me over my OD limit. I gave them 14 days.

 

This morning I got a letter saying they were sorry I was unhappy, and that my letter has been passed to something like "a complaints investigator" (sorry, left the letter at work!).

 

I was going to send the letter before action on 2nd May - should I still do so, do you think, or wait on their next response?

 

Mel.

[Niftyqh]

Well by the sounds of it they don't like me much!! I have not had a phone call asking why, my letter did say that they appreciated my comments.

 

I have sent the second letter, they stated to me that they had done an investigation but, they did not go into detail??? The original response was unsatisfactory.

 

At the end of the day they are trying to put you off, I am certainly going to keep the pressure on...

 

Cheers

 

Fe

[welf_man]

Well, I've had a reply to the first letter - finally. Unsurprisingly it was to the effect that the charges were correct as stated in the T+Cs and would not be refunded "on this occasion" (interesting phrase, I thought!).

 

However, I had already sent the Letter Before Action as they had not replied within the period requested, so we'll see what happens next.

 

I really hope they cave in as we need the money yesterday!

 

Mel.