Bank Has Dipped Into My Account for Another Customer... Q?
Discussion
I spotted a strange transaction on one of my accounts; not a large amount of money... but it still stood out as it was a 'cash withdrawal' from a branch I've never been to.
I contacted the fraud dept. through their APP and they investigated and refunded me the money with an apology.
I then followed up and said 'hang on, how's this happened?' and they gave the excuse that, someone with the same bank account number, but a different sort code went in to take money out and they gave that individual money from my account by mistake. I found this to be quite incredible - and worrying... that it can happen at all; and that had I not spotted it, nothing would have been done. They did not notice; from their side; it was a legitimate transaction.
I've taken it further and months later having been fobbed off the whole time; I wrote to the CEO and within a week; a fuller investigation had been done; the member of staff has been 'retrained' and they are offering me £300 and a hamper as an apology.
I have many accounts with them; mortgages; business accounts, etc; and I feel like it's an insult; but I suppose they've at least acknowledged the mistake now in a more proper way.
I've explained to them that my faith in their bank has been shot due to this; and whilst £300 by way of an apology is ok; I'm not sure it fixes my faith in their service. They're generally very good and my premier banker has been chasing it for me throughout the process... but the fact someone went into a branch and asked for money; and that money was taken out of my account with no check or fix; the fact I had to spot it, makes me question the whole setup.
Advice? Would you just take their apology and £300 and move on (whilst checking bank accounts for the rest of time, for bogus transactions) or would you request a more thorough explanation and potentially, more money. As I said to them; as a customer; if I mess up; they're happy to impose a fine... but if they mess up; it's just 'ah sorry about that'. Hence their offer of money and a hamper, now.
I contacted the fraud dept. through their APP and they investigated and refunded me the money with an apology.
I then followed up and said 'hang on, how's this happened?' and they gave the excuse that, someone with the same bank account number, but a different sort code went in to take money out and they gave that individual money from my account by mistake. I found this to be quite incredible - and worrying... that it can happen at all; and that had I not spotted it, nothing would have been done. They did not notice; from their side; it was a legitimate transaction.
I've taken it further and months later having been fobbed off the whole time; I wrote to the CEO and within a week; a fuller investigation had been done; the member of staff has been 'retrained' and they are offering me £300 and a hamper as an apology.
I have many accounts with them; mortgages; business accounts, etc; and I feel like it's an insult; but I suppose they've at least acknowledged the mistake now in a more proper way.
I've explained to them that my faith in their bank has been shot due to this; and whilst £300 by way of an apology is ok; I'm not sure it fixes my faith in their service. They're generally very good and my premier banker has been chasing it for me throughout the process... but the fact someone went into a branch and asked for money; and that money was taken out of my account with no check or fix; the fact I had to spot it, makes me question the whole setup.
Advice? Would you just take their apology and £300 and move on (whilst checking bank accounts for the rest of time, for bogus transactions) or would you request a more thorough explanation and potentially, more money. As I said to them; as a customer; if I mess up; they're happy to impose a fine... but if they mess up; it's just 'ah sorry about that'. Hence their offer of money and a hamper, now.
Edited by andy.mod on Friday 19th July 15:06
vdn said:
I spotted a strange transaction on one of my accounts; not a large amount of money... but it still stood out as it was a 'cash withdrawal' from a branch I've never been to.
I contacted the fraud dept. through their APP and they investigated and refunded me the money with an apology.
I then followed up and said 'hang on, how's this happened?' and they gave the excuse that, someone with the same bank account number, but a different sort code went in to take money out and they gave that individual money from my account by mistake. I found this to be quite incredible - and worrying... that it can happen at all; and that had I not spotted it, nothing would have been done. They did not notice; from their side; it was a legitimate transaction.
I've taken it further and months later having been fobbed off the whole time; I wrote to the CEO and within a week; a fuller investigation had been done; the member of staff has been 'retrained' and they are offering me £300 and a hamper as an apology.
I have many accounts with them; mortgages; business accounts, etc; and I feel like it's an insult; but I suppose they've at least acknowledged the mistake now in a more proper way.
I've explained to them that my faith in their bank has been shot due to this; and whilst £300 by way of an apology is ok; I'm not sure it fixes my faith in their service. They're generally very good and my premier banker has been chasing it for me throughout the process... but the fact someone went into a branch and asked for money; and that money was taken out of my account with no check or fix; the fact I had to spot it, makes me question the whole setup.
Advice? Would you just take their apology and £300 and move on (whilst checking bank accounts for the rest of time, for bogus transactions) or would you request a more thorough explanation and potentially, more money. As I said to them; as a customer; if I mess up; they're happy to impose a fine... but if they mess up; it's just 'ah sorry about that'. Hence their offer of money and a hamper, now.
They've credited you, you've got £300 and a hamper. If I was you I'd take the money and get on with my life.I contacted the fraud dept. through their APP and they investigated and refunded me the money with an apology.
I then followed up and said 'hang on, how's this happened?' and they gave the excuse that, someone with the same bank account number, but a different sort code went in to take money out and they gave that individual money from my account by mistake. I found this to be quite incredible - and worrying... that it can happen at all; and that had I not spotted it, nothing would have been done. They did not notice; from their side; it was a legitimate transaction.
I've taken it further and months later having been fobbed off the whole time; I wrote to the CEO and within a week; a fuller investigation had been done; the member of staff has been 'retrained' and they are offering me £300 and a hamper as an apology.
I have many accounts with them; mortgages; business accounts, etc; and I feel like it's an insult; but I suppose they've at least acknowledged the mistake now in a more proper way.
I've explained to them that my faith in their bank has been shot due to this; and whilst £300 by way of an apology is ok; I'm not sure it fixes my faith in their service. They're generally very good and my premier banker has been chasing it for me throughout the process... but the fact someone went into a branch and asked for money; and that money was taken out of my account with no check or fix; the fact I had to spot it, makes me question the whole setup.
Advice? Would you just take their apology and £300 and move on (whilst checking bank accounts for the rest of time, for bogus transactions) or would you request a more thorough explanation and potentially, more money. As I said to them; as a customer; if I mess up; they're happy to impose a fine... but if they mess up; it's just 'ah sorry about that'. Hence their offer of money and a hamper, now.
Edited by andy.mod on Friday 19th July 15:07
How does 'more money' or extra compensation help put your mind at rest?
Is this what you are after, or someone's head on the block?
What do you want?
It's a mistake , that should not have happened, but has, I don't see what other outcome there can be, other than changing banks etc, which will be a PITA.
Is this what you are after, or someone's head on the block?
What do you want?
It's a mistake , that should not have happened, but has, I don't see what other outcome there can be, other than changing banks etc, which will be a PITA.
Mexman said:
How does 'more money' or extra compensation help put your mind at rest?
Is this what you are after, or someone's head on the block?
What do you want?
It's a mistake , that should not have happened, but has, I don't see what other outcome there can be, other than changing banks etc, which will be a PITA.
I want both of those things ideally. I've gone back and checked my multiple accounts for other mistakes; I check my accounts every few days now also; it's a case of being paid for my time, to some extent; but you're right about the PITA of changing everything.Is this what you are after, or someone's head on the block?
What do you want?
It's a mistake , that should not have happened, but has, I don't see what other outcome there can be, other than changing banks etc, which will be a PITA.
Plot twist: They’re taking the £300 out of another customers account 
It’s an unusual circumstance and clearly a human error which they’re addressing with training. My bank makes you insert your card and key in PIN for counter withdrawals which would presumably have prevented this and could be something to suggest to yours.
Otherwise, if you generally have decent service from them I’d stay or if it’s another thing on a long list of frustrations I’d move. I guess there could be a GDPR element which could be explored with a solicitor but I’d be inclined to take the money and get on with your day.
It’s an unusual circumstance and clearly a human error which they’re addressing with training. My bank makes you insert your card and key in PIN for counter withdrawals which would presumably have prevented this and could be something to suggest to yours.
Otherwise, if you generally have decent service from them I’d stay or if it’s another thing on a long list of frustrations I’d move. I guess there could be a GDPR element which could be explored with a solicitor but I’d be inclined to take the money and get on with your day.
bristolbaron said:
Plot twist: They’re taking the £300 out of another customers account
bristolbaron said:
It’s an unusual circumstance and clearly a human error which they’re addressing with training. My bank makes you insert your card and key in PIN for counter withdrawals which would presumably have prevented this and could be something to suggest to yours.
Otherwise, if you generally have decent service from them I’d stay or if it’s another thing on a long list of frustrations I’d move. I guess there could be a GDPR element which could be explored with a solicitor but I’d be inclined to take the money and get on with your day.
Good points.Otherwise, if you generally have decent service from them I’d stay or if it’s another thing on a long list of frustrations I’d move. I guess there could be a GDPR element which could be explored with a solicitor but I’d be inclined to take the money and get on with your day.
vdn said:
Advice? Would you just take their apology and £300 and move on
I accepted an apology and a return of the money when a bank made a similar error to the tune of about £1300 with me. Didn't ask for or get "compensatory" payments. Never happened again.If you're otherwise happy with them, and they've corrected the error, is there any need to throw your toys out the pram about it?
InitialDave said:
vdn said:
Advice? Would you just take their apology and £300 and move on
I accepted an apology and a return of the money when a bank made a similar error to the tune of about £1300 with me. Didn't ask for or get "compensatory" payments. Never happened again.If you're otherwise happy with them, and they've corrected the error, is there any need to throw your toys out the pram about it?
I also attribute value to my time; so the more I had to chase them up / check back through accounts; the more I felt it fair, they pay me. Again,they seem to agree. If everyone just folded / let these service providers get away with things; then the more that necessary action might not / wouldn't be taken IMO.
It was a simple clerical error by the teller at the bank which has since been rectified.
The 'compensayshun' you've received is more than sufficient in my opinion and I think that it's probably dawning on you that you've maybe been a little hot-headed about it, which in your defence you've been very accepting of the feedback from the other PHers on this thread.
The 'compensayshun' you've received is more than sufficient in my opinion and I think that it's probably dawning on you that you've maybe been a little hot-headed about it, which in your defence you've been very accepting of the feedback from the other PHers on this thread.
p4cks said:
It was a simple clerical error by the teller at the bank which has since been rectified.
The 'compensayshun' you've received is more than sufficient in my opinion and I think that it's probably dawning on you that you've maybe been a little hot-headed about it, which in your defence you've been very accepting of the feedback from the other PHers on this thread.
Indeed.The 'compensayshun' you've received is more than sufficient in my opinion and I think that it's probably dawning on you that you've maybe been a little hot-headed about it, which in your defence you've been very accepting of the feedback from the other PHers on this thread.
I expect a good service and I understand mistakes happen; but again, their initial response was poor IMO and led to me going back though my accounts and that took time. But I have indeed took on board the feedback here and I've just emailed them to say thanks and I accept. They are generally very good.
Thanks for the sanity check, chaps.
vdn said:
Indeed.
I expect a good service and I understand mistakes happen; but again, their initial response was poor IMO and led to me going back though my accounts and that took time. But I have indeed took on board the feedback here and I've just emailed them to say thanks and I accept. They are generally very good.
Thanks for the sanity check, chaps.
Good. A return to a more balanced approach.I expect a good service and I understand mistakes happen; but again, their initial response was poor IMO and led to me going back though my accounts and that took time. But I have indeed took on board the feedback here and I've just emailed them to say thanks and I accept. They are generally very good.
Thanks for the sanity check, chaps.
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