WATCH THIS LOT LIKE A HAWK.
In Jan 2006, A&L wrote to me to say they decided to charge me £25 for bouncing a £250 standing order, despite the funds having been transferred in from my A&L internet online saver account the same day. I phoned them to get that charge reversed (also noting that their contact phone number on their own letterhead was wrong). They agreed to do so.
Logging on today (Feb 13th), I get another message saying they are charging me AGAIN £25 for the same event! In order to get THAT refunded, I have just tried to phone them again and found their automated menu has changed, so I couldn't get through. I called the previous wrong number on the last letterhead and they advised me to 'press option 1 and not enter an A/C number' (last time it was option 9). On finally getting an operator after 5 mins of hold, they told me I should not have bypassed security, despite being instructed to do so by their own member of staff! Disgraceful. In addition, I was told the second charge was triggered because the transfer hadn't credited until after the weekend!! (It's in our Ts and Cs, Sir!) Praise be when the FSA finally get this practice outlawed.