Cancelling CRA's clarification please

[cecilia]

Re: Cancelling CRA's clarification please

Hi Cecilia

Just caught up on this one.

TBH this is completely outrageous (though not a surprise, and the main reason why I ALWAYS suggest that anyone with a PDL changes bank accounts or at the very least reports their debit cards as lost/stolen).

At the very least you MUST lodge a formal complaint about this. There is NO reason for bank counter staff to not be aware of the Payment Services Directive and Payment Services Regulations.

The fact that you had to go away and print off the relevant legislation and present it to the bank staff is extremely insulting not to mention how they tried to fob you off to use telephone banking. As counter staff there should be very little that they are unable to do compared to a call centre operative based in Bangalore (or other outsourced operation).

You should raise a complaint through your banks normal complaints channel, and they they fob you off again (which is highly likely) take your complaint to the FOS who should rule in your favour. There is NO excuse for this. At best its shoddy training given to staff by the bank, at worst they are deliberately refusing to co-operate for reasons only known to themselves (I was told by an insider at another bank that they try to fob off customers cancelling PDL CRA's as they know why people are doing it and they also raise flags that the individual may be in financial distress).

Hopefully the FOS would find in your favour and you'll get a little redress for being the complete runaround.

Best
SnV

SnV,

The whole experience was very stressful that day. I will get round to complaining once I have sorted the other stuff out. It is about priorities at the moment. Your'e right about flagging stuff on the system, as the day I went to collect my new card, I had to go through a lengthy security check.

[SaltnVinegar]

Re: Cancelling CRA's clarification please

Hi Cecilia

Just caught up on this one.

TBH this is completely outrageous (though not a surprise, and the main reason why I ALWAYS suggest that anyone with a PDL changes bank accounts or at the very least reports their debit cards as lost/stolen).

At the very least you MUST lodge a formal complaint about this. There is NO reason for bank counter staff to not be aware of the Payment Services Directive and Payment Services Regulations.

The fact that you had to go away and print off the relevant legislation and present it to the bank staff is extremely insulting not to mention how they tried to fob you off to use telephone banking. As counter staff there should be very little that they are unable to do compared to a call centre operative based in Bangalore (or other outsourced operation).

You should raise a complaint through your banks normal complaints channel, and they they fob you off again (which is highly likely) take your complaint to the FOS who should rule in your favour. There is NO excuse for this. At best its shoddy training given to staff by the bank, at worst they are deliberately refusing to co-operate for reasons only known to themselves (I was told by an insider at another bank that they try to fob off customers cancelling PDL CRA's as they know why people are doing it and they also raise flags that the individual may be in financial distress).

Hopefully the FOS would find in your favour and you'll get a little redress for being the complete runaround.

Best
SnV

[cecilia]

Re: Cancelling CRA's clarification please

Got a call from the Bank today checking whether I wanted to cancel my CPA, despite me handing in the letter last week, and having numerous calls with several frontline staff. They had my letter on file, but just wanted to double check

Remember I had been reassured last week, that everything was in hand, and had got a callback to reassure me.

I am so glad I moved money from that account, because these people don't know what they are doing, and don't seem to communicate with each other.

[cecilia]

Re: Cancelling CRA's clarification please

found ya, will have a read through over next few days and see what tips i have for u!

Thank you Tinkers, have started the PDL diary in another post, too.

[Tinkers78]

Re: Cancelling CRA's clarification please

found ya, will have a read through over next few days and see what tips i have for u!

[cecilia]

Re: Cancelling CRA's clarification please

Yup name and shame and get all the help you need thrown in.

Have started the new thread already. Have some questions re how to respond to the letters, can you help?

[pompeyfaith]

Re: Cancelling CRA's clarification please

Will start my PDL diary on another thread in a while.

Yup name and shame and get all the help you need thrown in.

[cecilia]

Re: Cancelling CRA's clarification please

Will start my PDL diary on another thread in a while.

[cecilia]

Re: Cancelling CRA's clarification please

Just got this via email, the CAB are encouraging people to put in a complaint about Payday loans

http://www.adviceguide.org.uk/englan..._complaint.htm

Letter to complain

http://www.adviceguide.org.uk/englan...e=introduction

[cecilia]

Re: Cancelling CRA's clarification please

Many of us have been there done that Cecilia. MrsD is right. Nothing may happen with writing to the CEO and tearing him/her off a strip but what it does usually do is open an avenue of correspondence to someone quite senior in their office for whom you now have a name and a contact. Always reply to their correspondence keeping your letter on the top of the file and as in our case eventually you start to build a paper trail of contradiction, lies and deceit as the hot potato gets passed around the various toilet blocks of head office and far flung outposts who frankly do not know their backside from their elbow. We even have an admission that "junior" staff had been silenced by "senior" management during one particularly acrimonious session of letters whilst at the same time not denying the criminal allegations made against them.

regards
G

Thanks G.Love it, they don't know their backside from their elbow,lol. I have been with my bank many years, and sometimes have not ran it well. My behavioural score has been up and down over the years. I imagine if your have a low behavioural score, they don't care about you. I reclaimed charges a few years ago, and thought they would close the account then, but they didn't.

[cecilia]

Re: Cancelling CRA's clarification please

get switching, you can add in the allegation that you were treated in this way because you have a basic account, banks hate that, our CEO sent me a good two pages denying that basic account holders were treated any differently - aye right!

The truth is basic account holders get treated differently. I can recall having a conversation with someone at their call centre a few months ago, who was based in the UK. I told him I was surprised that my call had been picked up in the UK. He explained it was unusual, as I had a basic account! He explained that if I upgraded, and paid the fee for the account that I would always have my calls answered by people in the UK!

[garlok]

Re: Cancelling CRA's clarification please

Many of us have been there done that Cecilia. MrsD is right. Nothing may happen with writing to the CEO and tearing him/her off a strip but what it does usually do is open an avenue of correspondence to someone quite senior in their office for whom you now have a name and a contact. Always reply to their correspondence keeping your letter on the top of the file and as in our case eventually you start to build a paper trail of contradiction, lies and deceit as the hot potato gets passed around the various toilet blocks of head office and far flung outposts who frankly do not know their backside from their elbow. We even have an admission that "junior" staff had been silenced by "senior" management during one particularly acrimonious session of letters whilst at the same time not denying the criminal allegations made against them.

regards
G

[MrsD]

Re: Cancelling CRA's clarification please

get switching, you can add in the allegation that you were treated in this way because you have a basic account, banks hate that, our CEO sent me a good two pages denying that basic account holders were treated any differently - aye right!

[cecilia]

Re: Cancelling CRA's clarification please

Most of these numpties dont deal with real issues, thats the problem, they can handle typing in their little computer that a standing order or direct debit should be cancelled but anymore than that and they have no clue.

I recently had a bank teller, count my cash deposit twice informing me id over paid by £40 before i had to count it in front of her. If they cant even count notes, i dred to think what else they cant do!

Im glad to see you stood your ground. You see with a little bit of information behind you, you can tie these idiots up in knots. They think they know everything and in reality they know nothing.

Try not to worry if your account does get raided, they will soon get it refunded when the CEO steps in. Im afraid to say they are about the only ones left who at least try to resolve customer issues.

Sounds like your bank teller is due for a holiday,lol. You definitely have to double check everything. Used to laugh at people who did that, but you just can't get the staff these days.

Having been living on the edge for a while, how I got in this mess in the first place. Worried about the account being raided, and not being able to pay rent and utilities. As you say, I will get a refund. Just worried about the Landlord.

[SXGuy]

Re: Cancelling CRA's clarification please

Most of these numpties dont deal with real issues, thats the problem, they can handle typing in their little computer that a standing order or direct debit should be cancelled but anymore than that and they have no clue.

I recently had a bank teller, count my cash deposit twice informing me id over paid by £40 before i had to count it in front of her. If they cant even count notes, i dred to think what else they cant do!

Im glad to see you stood your ground. You see with a little bit of information behind you, you can tie these idiots up in knots. They think they know everything and in reality they know nothing.

Try not to worry if your account does get raided, they will soon get it refunded when the CEO steps in. Im afraid to say they are about the only ones left who at least try to resolve customer issues.