Maz

iTrader: (34)

How rude is this bank manager! Having his back to your mum while she was talking to him.
Jesting aside did your mum have a polite, civil conversation or did she have a slanging match with the manager? I'm finding it hard to believe anyone would be so insolent and unhelpful in this situation.

PaulC72

Many wont as as per the forms you sign when switching your debit will be paid off at the old bank providing you have the funds in your new account, this will be transferred as part of the 'process'.

If you don't have the funds then you are usually notified that the redemption figure was requested but could not be paid.

It is funny how many banks do want the 'bad' accounts.....

GlesgaKiss

+1. If it is as clear cut as that (i.e. his response was exactly as OP stated) then I would make a complaint about him. They have either overcharged you or they haven't, it's as simple as that - although it's difficult to see how a mistake could happen in this case. Check the terms and conditions, and if they've taken too much then get them to sort it out. Otherwise - and this won't be much help - get her to consider changing banks to one with a clear cut policy that may include smaller fees.

Leslie

I would be tempted to write a personal letter to the head of HSBC, sent recorded delivery, and ask him if that is his Bank's policy, ie to take someone to the wall as has been done to your mother.

You could copy the letter to the press.

Les

PaulC72

TBH if you write to them as I suggested previously and mention going to the press if this is not resolved or at leaster discussed further this would be enough to trigger the complaints team to react appropriately.

Most banks have a policy of as soon as the media , ombudsman etc is mentioned they take things allot more seriously

Gordo

I love the people on here who threaten to leave the bank - the banks don't make any money out of retail customers who trigger unauthorised overdrafts so they won't be too upset if they move to a competitor.

Sounds like a deep breath is required and another discussion (very calmly) with the bank. I'm sure your mum was annoyed if the mgr turned his back, but are you sure your mum was being a rational non-shouty customer at the time?

Good luck

Gordo

Trout

iTrader: (1)

For those speaking out against the bank...


...on a Friday evening a mate comes up and asks for £500 because his wages are late.


Would you out your hand in your pocket?

Luan Pra bang

Yes and I have done with alot more than £500.

PaulC72

Banks view (or should view) these thing differently.

1) they have your income coming in every week
2) they make money off your savings/balance
3) they can view the risk by seeing your account and how it has been run in the past, thus providing them with a historical view to make a concise judgement of risk
4) I know banks who have done this for customers in fact I know people who have done it for customers to help them through a hard time

EddScott

Depends on the mate. A long standing mate you've known for a long time and you know is good for it, why not?

If you've been with a bank for say 10 years without a problem and ask them just once, for help and they stick two fingers up at you and hammer you with charges - seems a little harsh. I appreciate banks have rules but loyalty should count for something. Perhaps a 48 hour grace period to accept that these things happen from time to time.

Leslie

Can't say fairer than that.

Les

GarethE

iTrader: (1)

I would still (as I mentioned in my earlier post) go in to the branch that holds your mothers account and ask to see the senior customer services manager, and discuss the situation directly with them in a calm, matter of fact, non threatening manner.

Regardless of your attitude to the bank, always remember that the charges are applied automatically, and not by the person you are speaking to, so while they may be the face of the bank, they are not directly responsible for any error. Treat the customer service advisor in the same manner as you would have expected your mother to be treated in the first instance and they are more likely to help you resolve the situation to your satisfaction.

If you go in threatening this and that without giving the advisor the courtesy of helping you out in the first instance, then they will form the same opinion of you as you did of the manager.

I have had a lot of dealings myself with HSBC this week, and trust me, a polite attitude makes the world of difference in getting people to work with you.

If there is a genuine mistake and they have not dealt with the case properly, they will want to sort it out. Threatening to move the account, especially in HSBC's case who have been far more prudent in the way they manage their funds, will not really help unless you have the weight of a large financial investment with them.

I really hope you manage to sort it - just don't threaten anything (ombudsman or the press) until there is no other option.

Gareth

JTaylor

He may have done a full 360° as a surreal and unexpected manoeuvre which had the effect of rendering the lady suggestible. Often happens in banks, I've been told, although I can't be sure that that's the case. I might complain anyway.

Suresh

You might want to check who owns First Direct.

scud8

iTrader: (1)

IIRC the ombudsman is still prepared to look at cases where bank charges are disproportionate compared to the amount/duration overdrawn and where there is genuine hardship. My son (a student, so perpetually hard up) had a problem with going a few pounds overdrawn with Santander and got hit with ~£100 charges. He complained, making sure the bank knew he was clued up about the situations where the ombudsman will look at bank charges, and they refunded him immediately.

lordharding

iTrader: (1)

You should really be talking to your employer too about this

As they should of made a late payment so they are partially liable in this situation

My old company used to **** up wages all the times and regularly had to pay employees bank charges


,
Make sure you change all the DD s to mid monthly payment in case it happens in the future

classic Subaru Si

My mum is very polite and calm at all times, nothing like me She didn't go in all guns blazing, she just went in to up her overdraft - think she was a bit taken back to be honest when she came out! If I spoke to a customer like that, I'd be sacked!

classic Subaru Si

I Totally agree with what your saying, my dad's already sent the letter off to complaints dept - and just for the record, nobody has gone in to the bank or spoken to them going mental, that was just my reaction on here - like someone else said on here, if she didn't mention anything about her bills going out before she got paid, they would have just increased it with no questions asked! Anyways, lets wait and see what response they get from the letter...

Leslie

I certainly agree with the polite approach. It always gets better results because the person you are talking to you has no excuse to get shirty.

It is important to have all the facts straight in your mind so that you can argue if necessary about all the points he may mention.

Les

EddScott

LOL, of course I know who owns FD

It's our business accounts I'm talking about. If Natwest offer us 2 years free banking, for what reason would we continue to use HSBC. My wifes salon business accounts are with Natwest, if HSBC offer free banking will use them.

Only bank that would never get a penny from me is Halifax.

classic Subaru Si

Where do I say anything about calling you a ****** Buy hey, if the cap fits... I suggest you get off your high horse, and get back to work at HSBC customer relations department

yellowvanman

Banker / ****** same difference!

Jonny_

obviously too difficult to see what he wrote...

still not a banker though (might be a ****** - depends who you ask)

Trout

iTrader: (1)

Very impressed by the generosity of the Snet Massive!!!

However, back to my original point, a bank is not required to lend anyone any money.

The charges do seem punitive - speak to the branch in a calm and objective manner.

I would also pursue those who paid you late - however I suspect that most employment contracts do not cover consequential losses.

The charges are disproportionate and should be challenged.

austinwrx

I get paid 4 weekly = 13 times a year. so clearly the date bills go out on, and when I get paid differ massively during the year. they can be just when I've been paid, or 4 weeks after I am paid etc.

its not exactly difficult to look at say 12 or 15 payments going out, work out when you are paid and when next paid.

if you can't manage yr money and its so tight that one day makes a difference, then god in heaven help you.

the other thing I've noticed is DD can often be within a day or so of what you have agreed anyway.

I know its hindsight, but I'd always have an agreed interest free overdraft, just in case. I think I have £1000, as sometimes, say Xmas or whilst on a big holiday, you may just trickle into it.


I'd imagine I have 5, maybe 6 bank accounts. yes I hate phoning India, but it always pays to be nice. whats the point in annoying some poor person on a phone, being paid minimum wage ?

classic Subaru Si

Austinwrx,have you actually read the thread?

joz8968

iTrader: (13)

Now that she's been once bitten and no doubt twice shy.......

Why not get a credit card and use that EXCLUSIVELY for personal everyday monthly expenditure - certainly for transactions that don't attract an admin. fee - and also ensure she sets it up so that the latest payment date is a week or so after payday. (But make sure she pays it off in full each month - gotta be disciplined lol ).

That way, if this situation arises again, then the unused cash in the bank account from the 'previous month', so to speak, will pay for the bills... Hey presto, no defaults; no punitive bank charges.

That way, you never have to worry about becoming overdrawn and having to keep anxiously monitoring one's account activity, as it gets 'down to the wire'... Takes all the stress out of it.