BANKS - Where do I begin?

[gwenoakes]

I have been with one of the four high street branches for more years than I care to remember. We have had a catalogue of mistakes, far too many to go into on this forum. The latest being they say one of us (joint account) went into the bank on 27/07/05 and took out 3k in cash.

1. I wasnt even aware you could take that amount of money out without prior notice.
2. My OH and I have never taken cash out over the counter.
3. I went to bank they said we would need ID to draw that amount of cash i.e. passport, driving licence etc. This was after this event came to light.

They said first of all that my OH withdrew the money on 27 now they say it is the 25 which was a Sat so can understand the delay as was weekend. My OH wouldnt know where to find the passports let alone any other form of ID. They then said the money had been transferred to our other joint account, so no probs as money not lost! They then said I had withdrew the money myself. Then they said I withdrew the money with my OHs card. Then the paperwork came through and they said mine and my OHs cards had the incorrect numbers on. i.e. my card had OHs no and his had mine. They have just rung again and told me that I transferred the money with my card with my number. Sorry if you cant understand this, but I am having trouble myself. They told me originally when I rang to query it that they could go back approx 2 months before the info went into archives. Now today they are saying they can only go back one month! To top it all I have asked them to put all this in writing on numerous occasions all to no avail. Have spoken directly with the Manager this p.m. and she said she will put it in writing. The paperwork for the transfer/withdrawal say "transfer to another account!" I always transfer money between accounts via phone.
Oh also on paperwork "is known to cashier", how the hell do they know me when I never go in? They have what looks like my signature (they have faxed me a copy). When I told the girl this a.m. that I had not been in she said, "Well what do you want me to do?"
I really cant believe the cataloger of mistakes which have been compounded by their sheer incompetence.
Worst thing is have been thinking of changing banks and would really like to now, but we are moving and sorting new mortgage out, so cant till its all sorted. I really am so mad, I dare not go down to the local branch as I think I would blow not one but several gaskets. Arrrrrrrrrrrrgh. Rant over thanks.

[jenna]

Oh, don't you just love banks

I got married a week ago. We decided that we would change my and my OH's bank accounts into our joint names (long story). Firstly, we went to his bank - at the sign of the black horse. Lady went through all his details on computer (name, address, date of birth - stuff they already had) then she did me.

She wanted two forms of ID with address. I gave her my driving licence and a letter from our bank that deals with our boat mortgage, and the marriage certificate. This wasn't good enough - she wanted a utility bill. Don't get them on the boat. Council tax bill? Nope. Eventually she accepted my passport as second ID, as my address is also on the marriage certificate.

After this, she clicked a button on the computer - it told her we couldn't do it as we had to go to the OH's branch - in Hampshire! He's been told all along that we don't need to move branches, as you can do everything everywhere - yeah, right.

So she fills out this form by hand - asking all the same flippin' questions as before.

This lot takes about an hour and a half.

The following day, we went to my bank - one that changed from building society to bank a few years back, with an annoying bald guy with glasses in their ads.

It took them 5 minutes to change my name and add the OH to my account.

So today we get a phone call from his bank saying they need a proof of address with my married name on it .... ARGHHH !!!!

[gwenoakes]

So pleased I am not sailing on the river on my own Jenna lol. Made me feel a whole heap better. Thanks

[gwenoakes]

Jenna - just noticed we have another similarity, we are both on 155 lol. Shall we go for a hat trick?

[esme]

Ah ha! The bank with the sign of the black horse strikes again - it was when I got married that I left that bank way behind in the dark ages!!!!

Sorry to here of your troubles Gwen, at the end of it though do you still have your money in one of your accounts? Bide your time and choose a bank that grovels and offers you the earth to go with them. We are with Barclays and haven't had any problems, but getting to speak to a REAL person on the phone is a bit of a long haul, although it can be done albeit they aren't in your branch! Carry on creating stink at your branch though until you get satisfaction AND an apology!

[sulasmum]

I am with the Royal Bank of Scotland and have been for years I must say I find them really friendly and helpfull

[berylsmum]

Good grief, that is quite a mess up. Give em hell until they sort it out and say sorry. I would be fuming.

[pip]

Well say that you will go to the newspapers with the story if it is not sorted out. The Saturday Telegraph do a financial coloum and they sort out these sorts of muddles. You do have to try and sort it out for yourself first though. Back up any phone calls with a letter or an email and get the replies in writing too.

[boz]

you need to go to the banking ombudsman and put in a formal complaint. the bank will be forced to act. and having worked for the Uk biggest I know how the ombudsman is feared. You will get compensation and the problem will be solved

[gwenoakes]

Thanks for all your replies, the accountant said we should go to the ombudsman, dont know if I can fit it in at the mo what with moving, business etc. Am definately changing banks though after mortgage and house move sorted. Esme watch out with your bank. I will say no more! Once again thanks.

[jennyb]

Grr sounds terrible, get on to the ombudsman and give 'em hell. As you are pushed for time it may be worth the threat of the ombudsman to scare them into doing something in the meantime?

My bank is usually good, but I did have a very amusing phone call once when they were trying to sell me a mortgage. The young girl on the phone wanted to check a few details before she went ahead with the quote, so she checked my address, and then said "And is your date of birth still 29/07/78?" I said "Well, I haven't changed it recently!!!" Then she complained that all her colleagues were laughing at her, I wonder why, lovey!!!