Personal Vist to My House by the Bank Manager!!

[SPARKY100]

You will not believe what has just happened.

 

At 1930 this evening, my local Halifax Branch Manager called at my house to personally deliver a letter regarding the charges on my bank account. Needless to say the letter he has personally delivered is dated February 18th, and refers to my request for refund of all charges. He cannot understand why I did not receive this letter, after I visited the bank on Saturday to complain at the lack of response. He also included a second letter, dated today informing me that he is assigning my request to a Customer Relations Manager at Head Office. Yippee my own personal CRM!

 

Needless to say the letter declines a refund. It also says that they believe that penalties applied "compare favourably to our competitors". It also says that the charges it imposes "only partially cover the costs we incur".

To quote a paragraph

 

"Turning now to your request for a "complete and exhaustive list" of all charges made in the last 6 years, I am not aware that such a list readily exists. My understanding is that every charge is supported by an individual letter sent to you at the time....."

 

There must be some ignorance here. Telephone banking told me within 2 minutes exactly the number of charges applied to my account, so obviously this information does exist!

 

He has invited me to apply for all my statements for a charge. I will take up this offer and inform him of the charges applied to others for this service. I am guaranteed his ear as he has put his direct dial number on the letter.

 

As a final point, for my "information" he included the standard terms and conditions of the account today, which lay out the charges!!

 

The clock is still ticking, with 30 days left to supply my requested info under the DPA. I'll be calling him in the morning.

[BankFodder]

How much will he charge you for the visit?

[SPARKY100]

Good one!

 

Judging by the charge to send a letter, I'll be checking my statements for the big one!!

 

Long day at work. Should have thought of your smart answer there and then.

 

Thanks!!

[Guest stephen]

You will not believe what has just happened.

 

At 1930 this evening, my local Halifax Branch Manager called at my house to personally deliver a letter regarding the charges on my bank account. Needless to say the letter he has personally delivered is dated February 18th, and refers to my request for refund of all charges. He cannot understand why I did not receive this letter, after I visited the bank on Saturday to complain at the lack of response. He also included a second letter, dated today informing me that he is assigning my request to a Customer Relations Manager at Head Office. Yippee my own personal CRM!

 

Needless to say the letter declines a refund. It also says that they believe that penalties applied "compare favourably to our competitors". It also says that the charges it imposes "only partially cover the costs we incur".

To quote a paragraph

 

"Turning now to your request for a "complete and exhaustive list" of all charges made in the last 6 years, I am not aware that such a list readily exists. My understanding is that every charge is supported by an individual letter sent to you at the time....."

 

There must be some ignorance here. Telephone banking told me within 2 minutes exactly the number of charges applied to my account, so obviously this information does exist!

 

He has invited me to apply for all my statements for a charge. I will take up this offer and inform him of the charges applied to others for this service. I am guaranteed his ear as he has put his direct dial number on the letter.

 

As a final point, for my "information" he included the standard terms and conditions of the account today, which lay out the charges!!

 

The clock is still ticking, with 30 days left to supply my requested info under the DPA. I'll be calling him in the morning.

 

 

Does the letter say this word for word?

It also says that they believe that penalties applied "compare favourably to our competitors".

[SPARKY100]

The letter says word for word:

 

"Like other organisations, HBOS incurs additional costs when an item is returned unpaid, or paid against an unauthorised overdraft. Rather than pass these costs on to unaffected accounts, charges are applied only to the account concerned, so we do not penalise all of our customers. These charges only partially cover the costs we incur and compare favourably to our competitors"

 

Strikes me immediately that the true costs are much less, but because everyone else is at it on the overcharging, they have joined the bandwagon. They also use the word penalise, which also gives me the impression of a punishment rather than a true reflective cost!!

[SPARKY100]

This topic was closed on 03/06/19.

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