Cancelling CRA's clarification please

[cecilia]

Re: Cancelling CRA's clarification please

Well Done for standing your ground, here is the list for company's CEO's just put your bank in the search field and hit enter for the CEO Email of your bank.

http://www.ceoemail.com/

The CEO or is PA will pass it on to their top tier of dispute resolution for action and if me I would be also complaining to the FCA because they are clueless of there regulation.

Thank you for the link, and providing the other links. I read them before I left for the bank this morning, just to feel confident talking about it,lol.At one point, I just wanted to walk out, but then the thought of my account getting raided kept me there. I am not reassured by what I experienced in branch, and with the call centre people I spoke to, but know I have rights if my instructions are ignored.

It was amusing watching the Customer advisor struggle to read it, and take it all in. It is a disgrace, and as this Bank makes so much money, I really question what training they have in place for staff. Clearly CRA's are not seen as a priority.

[pompeyfaith]

Re: Cancelling CRA's clarification please

Well Done for standing your ground, here is the list for company's CEO's just put your bank in the search field and hit enter for the CEO Email of your bank.

http://www.ceoemail.com/

The CEO or is PA will pass it on to their top tier of dispute resolution for action and if me I would be also complaining to the FCA because they are clueless of there regulation.

[cecilia]

Re: Cancelling CRA's clarification please

Is the banking group that you know of that has undergone the training, the one you thought I banked with?

I agree with you,a big High street Bank that has not given their staff the training.

She said they had gone onto the FCA website, which said they don't deal with CPR's. It was at that point that I said I would go to the Internet cafe to get printouts.

I was baffled, and alarmed that the staff member I spoke to admitted, she had never heard of CRA's. Then went on to add that the printout I gave her said 2009, and that she had never had to deal with this in branch. She was defending herself by saying only Telephone banking can do it. She contradicted herself by saying it must have come in before her time, but then questioned 2009? I saw her ask colleagues, who were shaking their heads saying they did not know. I have her name, from her badge, and the name of the Callcentre person.

I can tell you I was not a happy bunny when I walked out of there, but somehow managed to keep my cool for the two hours.

[oscar]

Re: Cancelling CRA's clarification please

Ok, I am aware of one banking group that has already undergone the training (more than once) for this, and given it now forms part of financial regulations I dont see how other banks havent done the same.

Personally, I would be requesting the staff IDs of all staff you have spoken to and be asking the CEO why they are unaware of the Continuous Payment Regulations (CPR) or the previous Continuous Payment Directive (2009) - very similar thing) or of the guidance issued by FOS, FSA, and ICO.

[cecilia]

Re: Cancelling CRA's clarification please

Out of curiosity, as your Bio states you are in Leeds, would part of your banking "group" be another part of Yorkshire.

There is a VERY good reason for this question.

No, I don't think so.

[oscar]

Re: Cancelling CRA's clarification please

Out of curiosity, as your Bio states you are in Leeds, would part of your banking "group" be another part of Yorkshire.

There is a VERY good reason for this question.

[cecilia]

Re: Cancelling CRA's clarification please

Email the CEO if you see the payments going out, recite to him why his bank are failing to adhere to ICO guidlines on cancelling CRA's.

And demand that your CRA's be stopped from taking money when you have requested the bank to not allow them to.

Finally id threaten raising a dispute with FOS if nothing is done.

Trust me the CEO will shit all over them.

I am amazed that CEO's at Banks read and respond to emails. My bank is one of the big High st banks. Does this mean that CRA's are unheard of, and that people who want to stop them are in the minority? The frontline staff member I spoke to, had no idea what I was talking about. She kept on referring to standing orders and direct debits, and I kept on correcting her.

The Advisor told her colleague at the call centre, that the information I gave her said I had every right to go to the FOS. I found it interesting I got a call back this evening aiming to reassure me some of the CRA's would be blocked.

They claim that if a CRA has not been taken before, they can't block it, despite me giving them the name and date, is this true?

[SXGuy]

Re: Cancelling CRA's clarification please

Email the CEO if you see the payments going out, recite to him why his bank are failing to adhere to ICO guidlines on cancelling CRA's.

And demand that your CRA's be stopped from taking money when you have requested the bank to not allow them to.

Finally id threaten raising a dispute with FOS if nothing is done.

Trust me the CEO will shit all over them.

[cecilia]

Re: Cancelling CRA's clarification please

you've already done it, I'd just use the post you wrote above, find the email of the CEO on the net, ask him if he thinks this is a satisfactory way to treat customers, and question his company's training policy (right bollox that one) then ask for an explanation of the treatment you received this afternoon. What bank is it, please tell me you have a basic account

Yes, I have a basic account. Sending you a PM, will name the bank on here after I have switched accounts.

[MrsD]

Re: Cancelling CRA's clarification please

you've already done it, I'd just use the post you wrote above, find the email of the CEO on the net, ask him if he thinks this is a satisfactory way to treat customers, and question his company's training policy (right bollox that one) then ask for an explanation of the treatment you received this afternoon. What bank is it, please tell me you have a basic account

[cecilia]

Re: Cancelling CRA's clarification please

never had to do it but I have torn a strip off a few CEO's who were presiding over chaos, got compo every time

You go Mrs D. I will get you to draft the email, then sorted.

[MrsD]

Re: Cancelling CRA's clarification please

never had to do it but I have torn a strip off a few CEO's who were presiding over chaos, got compo every time

[cecilia]

Re: Cancelling CRA's clarification please

just because they are so bloody stupid I'd be very inclined to email the ceo with this little tale of woe........................

I asked for names before I left the branch, and could see that she was nervous, although her attitude in the beginning was that I had no right to ask for them to do anything. That attitude changed slightly when I gave her the printouts, but then it was more this is not my job, someone else can do it. I was offered a drink, which I declined. I have to say I doubt contacting the CEO will make a blind bit of difference, although I am waiting to see what happens on Payday, and may put in a complaint then. For those of you on here who wrote to your Banks asking to cancel CRA's did any of the Banks respond, saying they had done so?

[MrsD]

Re: Cancelling CRA's clarification please

just because they are so bloody stupid I'd be very inclined to email the ceo with this little tale of woe........................

[cecilia]

Re: Cancelling CRA's clarification please

Well, I was in the bank for two hours. Before I left the bank to head to the Internet cafe the adviser was insisting they could not block CRA's. I came back with the printouts, and asked to see the Manager. Had been told the Manager was out at lunch. I was then told Manager and Assistant manager were with other clients ,and they could offer me an appointment tomorrow. My intention was to drop the letter off, and get it signed, but the Advisor refused to sign the letter, and said she did not want to be held accountable!

I come back with the printouts. She reads them shaking her head, saying it is not something that can be done by the branch, and maybe telephone banking can do it.She says she has never come across the FCA ruling, speaks to two colleagues who have no clue. I ask again to see the Manager. I am told the Manager is busy. She calls a member of the support team. The man on the phone can't help, and tells her to call another team. They have no clue! Eventually she calls someone at one of their call centres abroad, who gets the wrong end of the stick and thinks it is a dispute. Advisor is beginning to get a Headache at this point, and starts massaging her head, telling me she is losing patience with the Advisor. I explain it is not a dispute, but I need the CRA's stopped.Call centre worker asks me to list PDL's and what date they go out. I tell her the info is on my statement,and I don't keep that info in my head, as some PDL's take either on my payday, or the day after.She then says she can't guarantee that they will be blocked. She asks whether I have informed the PDL's. Says she is going to dispute it if they try to take payment, but can't block it! I give her all the details. One PDL I used to cash cheques, and they stopped that, and now set up a recurring payment, instead of renewing cheques. Was told as they had not taken a recurring payment from me before, they could not be blocked, despite me giving the details and amounts. They could only block the ones that had taken payments before.

I left two hours later. An hour ago I get a message on my phone from the dispute team. I call back and am asked why I am calling them???? I say that you called me, and left a message, so you tell me. I am put on hold, then told I will get a call back in five minutes. Five minutes later, after going through a range of security questions, I am told that some of the CRA's I have asked to block will be blocked. I point out that some of these companies don't always use the Parent company names, and use associated trading names. Picked that up from my statement yesterday. I also point out that sometimes they don't always take the full amount, and sometimes take several small amounts. This is what happened months ago, when I had asked for a payment to be taken a week later. Call centre man says I need to watch my account closely, as they may miss something, and I might pick it up!

What I have learned today, is the people in the Bank are clueless. How they can work in an industry and not be aware of legislation is alarming. I work in a field where if I am not aware of legislation, my ass is on the line. Management won't protect me,it is my duty to keep up, or ask for training. I don't go to my Dr and tell him what drugs to prescribe when I am ill. Who is the expert?

It just shows me that as consumers we need to be armed and aware at all times. I am grateful that I went online this weekend, read threads on here and on MSE, to get information. Thank you all.

I asked the advisor what would have happened if I had posted the letter to the branch. She said they would not have actioned it, and probably sent it to Head office, but as it is nothing she has come across before, she is not sure.

I wait to see what happens on Payday, will keep you all posted.