Received a letter dated 25/6 stating…
Received a letter dated 25/6 stating that due to their error in not contacting me in 2013 about credit card payments they had calculated a refund to me of over £3k to be paid within 10 working days. I needed to do nothing, it would just be paid into my account. Having called to make sure the letter was genuine I sat back to wait. As this was a payment I didn’t expect I went ahead and made a couple of purchases on my credit card, assured in the knowledge I could pay off the balance very soon. Today is day 8 of 10 so I rang to see if they could tell me when it would appear in my account, anxious to pay off my credit card. I am now told (only because I rang) that a batch of these letters sent out (including mine) contain errors so people are working very hard in the background to send out new letters either this week or next (without any other communication to me, in fact I wouldn’t have known had I not called). Couldn’t tell me what the error was, whether this meant I was due more, less or no refund as promised. But did confirm that on receipt of the next letter I would have another 10 days (assuming no further error) before anything might be paid. I was offered an option to complain which I took. Bearing in mind they started this by writing to me, then discovered they’d made a mistake, I’ve been told the response time for my complaint is 8 weeks! I’ve been a customer since the days of National & Provincial and service has gone downhill so far it’s now below ground! If I didn’t have an overdraft that I’m in, I would have gone years ago. That’s my next step!! Disgusting to set expectations, decide they may be wrong, not tell anyone and then leave them hanging again. Shocking.
July 7, 2021
Unprompted review