Smile - daily excess charges!!!

[mrsrachel]

Hello new person here

Firstly just like to say this website is fantastic and has been a real help in understanding what we need to do to claim back nearly £700 in charges that have been put on our smile account, charges that initally took us over our agreed overdraft limit and just kept mounting in the last 5 months. Smile's daily excess charge of £5 a day has really hit us hard. Not really the sort of news you need before christmas.

Anyway, we thought the account was ticking along nicely. The only payment we are making out of it was for a loan due to them of £66, we were paying in £100 each month, in our niave minds thought it was paying off the loan and slowly paying off the overdraft (£500) but due to problems with access and no communication from Smile - we have only just realised the charges that have been put on. Understand a reasonable charge needs to be made but these have been totalling some months £170 (daily excess, service charge, debit interest) and this is all because they are adding charges onto their previous charges....

Three phone calls later we are getting no where. Apparently daily excess charge is paying for the account which is usually checked by computers(!) to be moved over to debt managers and for them to check it every day(?). We have received no correspondence (letter/email) from them during this period informing us that our account is going out of control, so am not sure what they are checking. Anyway, we have sent letter off today asking for refund of charges giving them 14 days to respond. I am really annoyed about it all and plan to stand firm .... just hope I can still feel like that next week.

[Josamolly]

well done mrsrachel... just remember that this is your money and this is yet another example of these people doing exactly what they want.

 

So stand firm, follow all the processes and timscales and you will beat them. Whatever they say or do from now on in won't make a jot of difference to the outcome ok. So don't be bullied and give them a taste of their own medicine.

 

the ball is now firmly in your court.

 

Good luck.

[mrsrachel]

Ah thanks - just hope we do get it all back, seems a hell of a lot. Typical isnt it just when you think you are getting on top of everything!!

Will keep posting updates

[cheddar]

Hi please can you post updates in your banks forum so we can help you if needed. Thanks.