Does your bank or credit card company do this to you also?

For the third month running, the commercial bank where our company does business has included payments already received as outstanding balance and charged interest when none is payable.

On the first occasion, when the complaint was made, the bank’s representative promised to make the requisite adjustments. He advised also that in making the payment, just omit the interest charges as they were not applicable.

Second time around, not only was interest requested when none was due, but payments made already were recorded as both having been credited and as outstanding balance. So, the bank was asking not just for interest, but for the same bill to be paid twice. The response from their Customer Service to explain this muddle was that when the first complaint was made, the bank’s representative had not made the requisite adjustments to their system. So, second time around the bank confirmed on the phone and in a letter received subsequently the amount that was due (also reflecting previous overpayment), a promise to monitor the situation and a credit of £5 for the additional telephone cost to make the complaints. Of course, £5 could not compensate for the time already spent tracking our records to ensure there was not an oversight at our end and the irritation in dealing with the customer service representatives where the systems had to be checked and rechecked. Although, it is fair to say that on both occasions on the phone, the customer service representatives seemed puzzled as to why the problem had occurred.

As if twice was not enough, the most recent statement again comes with a request for payment already received and shown as a credit and, you guessed, even more interest.
Has anyone had a similar experience with a UK bank and what actions did you take to resolve it?


Executive Solutions (Training) Ltd, London, UK
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