Closey vs Smile

[closey]

Well this is meant to be my parachute account, but after going a couple of quid overdrawn i received a £25 'commission' charge. I paid money in, bought it back into credit, then received a further £25 'commission' charge putting me back in the red. I also noticed that they are going to take £100 overdraft usage fee on the 23rd, right before payday, which will make me go overdrawn, make them apply another £25 commission charge, and give them £10 more in overdraft usage fee.

 

I called them, they were useless. They were getting a managet to call me at 3pm. No word as yet.

 

I will take this all the way along with Lloyds and Woolwich.

 

I am sick of banks.

[caro]

Oh flipping heck (or something like). Good thing is they do pay back quite quickly so go for it. I know it's a pain changing, but quite a few have gone for Nat West One Step account (or some name like that). No overdraft with it or cheque book though. Might not be such a bad thing. (Hope that doesn't sound patronising. It isn't meant to be).

[closey]

Hey Caro,

 

Doesn't sound in the least bit patronising.

 

Smile did actually call me back last night, and the guy I spoke to was pretty sympathetic. I guess the one promising thing he said (which it seems to other bank has) is that Smile are actually looking at their charges closely and changes are afoot - however - in light of mine he couldn't do anything. He advised me to send a secure mail to their complaints department outlining my complaint and they will take over.

 

I'll do the DPA route first (even though I have all my statements online) to ask about manual intervention. The start the process all over again

 

I'll keep updating here as to how I get on.

[caro]

Sounds promising. Good luck.

[closey]

The guy was meant to email me the best email address to use and hasn't bothered. Do you have one Caro?

[Dave J]

Hi Closey,

 

May i recommend sending a secure message to "general" on the site, they should be able to forward it on.

 

Smile will pay back your money, they just need to be told strictly and reminded of their deadlines.

 

Good luck

 

Dave

[closey]

Thanks Dave.

 

I sent a secure message yesterday and still no reply. I will get shirty with them later in the day!

[jimfishybob]

They are rubbish at sending replies to secure messages, I sent them one the other day asking for an update, and specifically requesting that they didn't send a standard form response.

 

Guess what.

 

They sent a standard form response, I now have two of these from different people, saying they're looking into it for me. (what's to look into? You've paid other people, the law is quite clearly on my side and you have definitely charged me, investigation concluded!). I suspect they're just sitting on it to see what happens. I also keep calling them, but, friendly as the customer service people are, I just get fobbed off with, 'we're looking into it'. Called them today to explain that I only call so regularly, (2-3 times a week), because it would be beneficial to both parties if we could resolve this amicably but advised them to be under no illusion that I would advance this as far as neccessary.

 

They're looking into it.

[closey]

I got a bit behind chasing them up due to other things happening. Then yesterday morning I went to my local shop and the shop keeper told me that Smile hadn't honoured a cheque and HE had been charged by his bank for this.

 

I issued the cheque two days before pay day. Every other bank I have ever used don't clear a cheque from your account for at least three days.

 

So I called smile about this, only to be told they clear cheques within a day!

 

I kicked off and was told a manager would call me back. A manager did. He was actually really nice and sympathetic. I advised him was just about to start action against the bank due to charges levied on my account. I said to him, you know you will pay up, there is no way a Smile reprentative will come and stand in front of me in court because I will win and you know this, therefore why not settle this matter now.

 

He advised me that he would need to speak to the 'special department' set up to deal with these claims to see what they said and email me back.

 

This is his reply:

 

Following our telephone conversation this afternoon, I've spoken to the Senior Manager responsible for the team dealing with queries relating to our charging policy.

 

He's advised me that there is a process that has been set up to deal with these types of enquiries. This is due, as you suggested, to the number we are receiving.

 

We will need to have your comments/complaint in writing to be able to put your request into this process. This can be accepted by you replying to this message.

 

Thank you for taking the time to speak to me this afternoon.

 

So I have emailed the details over and started the ball rolling.

[closey]

Secure message received today from Smile:

 

Hello Miss *****

 

I'm sorry you've felt the need to make a complaint. This is just to say that we'll be looking into it and a member of our Complaints Team will get back to you with a full response. This will be by phone, secure message or return letter.

 

However, as we are regulated by the Financial Services Authority I do need to make you aware of our complaints procedure.

 

If you go to our website at http://www.smile.co.uk, click on 'talk to us', complaints is in the left hand menu. Here you'll find our full procedure.

 

Thanks

 

Lee

[closey]

Secure message received today from Smile:

 

Hello Miss *****

 

I'm sorry you've felt the need to make a complaint. This is just to say that we'll be looking into it and a member of our Complaints Team will get back to you with a full response. This will be by phone, secure message or return letter.

 

However, as we are regulated by the Financial Services Authority I do need to make you aware of our complaints procedure.

 

If you go to our website at http://www.smile.co.uk, click on 'talk to us', complaints is in the left hand menu. Here you'll find our full procedure.

 

Thanks

 

Lee

[jimfishybob]

I've had an SM from Lee today too. It must be his shift.

[caro]

Is it just me or does anyone else get the feeling that smile are not as quick paying up as they were? If so is this

 

1. because they are toughening their approach to claims?

 

2. because they can't keep up with the amount of claims they are dealing with?

[jimfishybob]

Maybe, it seems to be that there is less consistency with Smile than with other banks, I get the impression they're just testing the water at the moment and seeing how the tide turns.

On the plus side a lot of people seem to be getting letters asking them to do things, (mine was send them my SAR), before they can process a refund request.

The very fact that they're still entertaining the idea of refunds still bodes well in my book.

[closey]

I personally think they are just over worked. They aren't a huge bank like Lloyds and they have had to allocate staff to work on this full time. Who knows though. The banks are a law unto themselves!

[closey]

Oh, I also sent this reply to Lee.....thought I'd try and keep it friendly!

 

Dear Lee,

 

Thanks for taking the time to reply. I look forward to a promt and positive reply from you.

 

Regards

 

*****

[closey]

I just received this email:

 

Hello *****

After reviewing your complaint a refund of the charges applied to your account has been agreed. As such, a total of £175.00 has now been returned as a gesture of goodwill.

 

I hope you find this result to be satisfactory.

 

At this stage we are required to let you know that smile will regard the complaint as closed if we do not receive a reply within 8 weeks of this response.

 

If you remain unhappy you may ask for your complaint to be referred to the Financial Ombudsman Service. Full details are on our website, Redirecting to Smile Production Site / talk to us / complaints.

 

 

Regards

 

Lee Saunders

 

smile complaints team

Smile really are proving to be the easiest to claim back from, so if you are reading this and are feeling a little uncertain about whether to take the plundge, go ahead....you will get your money back.

 

Once Lloyds have settled a donation is on it's way (this money has to be used to pay the Council Tax!).

[Guest Mumofthreeboys]

Well done closey!!!! I would send you a big smiley, but they keep disappearing!!!

[closey]

Aw, thanks! On to the Woolwich now eh MOTB!

[617120]

Well done Closey

How did you start off did you go down the dpa route or did you just send a secure message. If so what did you put in it. Any help is appreciated decided im gonna give it a go they owe me £325

[closey]

I didn't actually do the DPA letter, which to be honest was a bit naughty as we need to ask them about manual intervention. I have only had this account for a short while so have all my statements online.

 

I sent them LBA1 via secure email. Their emails limit the amount of words so I split the letter across several mails. I did make sure though in the email I asked that if they dispute my claim that they provide evidence of any manual intervention.

 

It took 13 days in total to resolve.

[della]

Nice one Closey. The sun is still shining in Brighton it seems!!!