manual intervention-what does it mean?

[alric]

I copied the DPAct letter and sent it off, it referred to Manual Intervention.

2 of the banks have asked me what I mean by this, and exactly what is required, and I don't know the answer.

I'm not one for quoting others parrot fashion, could someone please explain?

 

I assume it means anytime that the operator has done anything bar press the Unauthorised Overdraft/Returned Cheque etc charge button

[idbuchanan]

This has been answered a few weeks ago, IIRC.

 

Basically you're looking for the banks to prove that the decisions not to pay cheques, direct debits, etc were made by individuals and not automatically by computers.

 

If these decisions were made manually you need to know how the decisions were made, by who and the amount of time and work that was taken by an individual to do this. This would prove that manual intervention had taken place (which I really think it wouldn't have), and allow a reasonable pre-estimate of such costs that were incurred in doing so.

 

Even if manual intervention had taken place, I could only see that it would have taken a few minutes. Even if you were to look at it taking five minutes by someone employed at £15 per hour, that only works out at a £2.50 - not £30. That said, it is the belief of many of us that no manual intervention takes place and that it is automated computer systems that simply look at your balance plus any overdraft (or other credit) facility and then makes a decision based on that - and charges you should you not have enough funds available to make the payment.

[alric]

thanks, now I can write back to the bank

[alric]

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