Bank error-advice needed please

[angel49]

Hi

A friend has just come from the bank after a meeting with the manager over an error to her account but would like further advice.

On checking her balance after being paid last week,she noticed a deposit of £7,000 and a withdrawal dated the next day for £7,000. She queried this at the branch and was told to come and see the manager today.

The explanation?

A trainee had been given her account to "play with" but owned up to making a mistake by issuing a loan to the account and the manager removed it.

The manager has offered £100 to be placed into her account within 5 days,to compensate for the stress caused over the last few days.

As you can imagine, she spent the weekend thinking all sorts of things.

She has phoned the bank in the last few minutes after thinking something isn't quite right and demanded to know the trainees name only to be told he's on leave for two weeks.

 

is there any advice for complaining about this incident?

Thanks

[cheddar]

I think first off she needs to set out exactly what it is she wants to know and why, what was discussed at the meeting and what hasn't been resolved? Does all sound a bit odd that someones account can with 'played with' surely they have dummy accounts for training???

[angel49]

Thanks for the response cheddar.

 

My friend feels uncomfortable with the explanation given.

 

It would appear that this all happened last Thursday. She went into her branch to query the mini statement,no-one could explain and just said they'd look into it and to return today to see the manager.

By all accounts she even phoned Head office the same day who also explained she'd applied for a loan and withdrawn it.

Today she was really upset at having spent most of the weekend worrying about this non-existant loan.

After seeing the bank manager who explained the error,I believe she's more angry that perhaps seeing as how he knew the trainee had made this mistake the same day,(last Thursday)he kept her waiting all weekend. She says the bank knew how upset she was the day she went into the branch trying to convince them she had not applied for any loan.

 

When she came to my house today, she was just not comfortable (her words) I too had pointed out that I believed trainees trained with dummy accounts.

 

So, can any bank staff member just go into your account and apply a loan? mistakenly or not.

[steven4064]

I think she should write to Customer Services and demand a proper explanation saying that, if that is not forthcoming in, say, 14 days, he will make a formal compliant to the FSA.

 

I can't believe trainees are allowed to play with live accounts. However, it is possible that a trainee could access a live account by mistake