A while ago I missed a loan repayment. I had not realised. They called me and explained what had happened. I said. "Oh shit, alright. Sorry about that, I dunno what happened there, I will sort it". They set up a direct debit with me for their peace of mind for future repayments. I said "yup, don't worry I will just transfer the repayment amount into that account each fortnight on Thursday, just draw it on Friday each fortnight" We set that up. Dates were right. They then said, "What about tat missed payment? We can take double the payment if you like?" I said, "No this is my savings account and I do not want to touch my savings. I will pay the extra by direct payment.
They said that was fine (amoung slobberings about how they did not mean to inconvenience me and that they were sure it was just an oversight and how great it was I was setting up a direct debit for them so they were not getting all hysterical on me...)
So Thursday I make that payment. (missed repayment)
Then my account is debited twice by them.
I call them on the weekend
I mention that my savings has had money taken out. They explained it was them. I referred them to the previous agreement. They said, "Oh OK, yes we see from the notes, you are correct, it was our mistake. So anyhow, if you can just go to the branch, they will be able to reverse the payment."
I did not get cross. I said "Sure, sure. I can, unfortunately, not get into the branch during the week as my work does not allow the necessary time during breaks for this and I do need this reversed and I am glad you acknowledge it is a mistake from your end. But then mistakes happen. That's ok, so if you could arrange for this to be transferred, that would be great."
There they started to refute this. There was apparently no way this could be done. I asked whether I could get an email address to authorise it and reiterated my position. No, no good. I said, "C'mon now, you know what taking out someone's money without their permission is sometimes called?" No they did not like that either.
In the end I stopped being cordial
I said "OK this is how it goes from here. I am not wasting any more call credit. You give me an email address I can sort this through or I will just email the Banking Ombudsman and you can explain how reasonable the position of me sorting out your fuck up."
"Oh...oh...Hang on a moment, sir"
a couple of minutes later i am just about to hang up when I hear
"Hello sir, are you there? The Personal Loan team are still here, they said that hey are able to reverse that particular payment by the end of today and they will not require you to go into a branch"
"Delightful. Thanks so much for your help"
"Anything else I can do for you?"
'No, I really don't think so"
