Hi,
I don't buy this explenation, that you have a system as confusing as this.
I've asked to get this complaint escalated, could you please send this e-mail to your line-manager.
Like I wrote to you on 24/12.
Erik Ribsskog
On Thu, Dec 30, 2010 at 11:41 AM, Bridges, Gavin (Group Customer Relations) <Gavin.bridges@rbs.co.uk> wrote:
Our Ref:
GB/326345
30 December 2010
Hi,
I am not disputing that the transaction
disappeared, as I have explained it is part of the process for the funds
to become available to spend again on the day that the retailer collects the
money. It will become available from that day, until the day it shows as a full
debit on the account, this is usually one or two
days.
When the transaction first appeared on your
statement, it had not actually debited the account, this is why it then
disappeared before fully debiting.
I appreciate that it can lead to confusion and I am sorry
that you are not happy with this process. However, when a transaction is made it
is the cardholders responsibility to make sure the funds are in the
account up until the day it fully debits.
Yours sincerely
Gavin
Bridges Junior Case Manager, Group Customer Relations
abc
Sent: 30 December 2010 11:15
To: Bridges, Gavin (Group
Customer Relations)
Subject: Re: RBS complaint
Hi,
you don't understand.
The money first left the account, then got back on to the account and
then left the account again.
(As available money to spend).
This isn't what you are writing here, this system you try to explain
about obviously didn't work.
On Thu, Dec 30, 2010 at 11:09 AM, Bridges, Gavin (Group
Customer Relations) <Gavin.bridges@rbs.co.uk>
wrote:
Our Ref:
GB/326345
30 December 2010
Good
morning Mr Ribsskog,
I am sorry
that my previous response did not clear up this issue for you. You may have
misunderstood my previous email.
The system
that I explained to you is not an RBS system, it is a global system. Every
Point Of Sale (POS) transaction that is made, will
debit the bank account through the same process.
This
process does not only happen with One.com bills, it will happen for every
POS payment made. Some transactions will debit the account quicker than
others, however that will depend on how quickly the retailer collects the
balance.
This
process is in place to help customers keep a track of their
transactions as well as being a fraud prevention tool. The money does not
leave the account as soon as the transaction is made, therefore the value
of the transaction gets subtracted from the available balance so that it
cannot be spent. If this did not happen then there is a risk that the customer
may spend the full account balance, leading to the account becoming overdrawn
when the retailer collects the payment. This would result in bank charges
for the customer, and would also leave the bank open to
fraud.
I hope this has given you a better insight and a clear understanding to
the process.
Yours
sincerely
Gavin Bridges Junior Case Manager,
Group Customer
Relations
abc
From: Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 24 December 2010 15:38
To: Bridges, Gavin (Group
Customer Relations)
Subject: Re: RBS complaint
Hi,
could you please explain to me why this only happen with
One.com-bills.
How can you have a system like this, where you trick your customers
to belive that money is on the account.
This is a customer-alienating system you have, I'd say.
Are you seriously telling me that this is supposed to work like
this?
Give me a break, like they say in America.
Could you please escalate this to your line-manager for a second
opinion, because I think this sounds a bit unlikely, that payment transactions
are supposed to be like this.
I've been banking for around 35 years, in
Norway and in the UK, and I've never heard of anything like this system, that
mis-leads people, and make them lose control on the balance on their
bank-accounts. Thank you very much in advance for your help!
Best regards,
Erik Ribsskog
On Fri, Dec 24, 2010 at 10:23 AM, Bridges, Gavin (Group
Customer Relations) <Gavin.bridges@rbs.co.uk> wrote:
Our Ref: GB/326345
24 December 2010
Mr Erik Ribsskog
eribsskog@gmail.com
Dear Mr Ribsskog
Thank you for your email of 18 December addressed to
Ross McDonald, and for your patience while I have looked into this matter
for you. I have been asked to reply as I am responsible for customer
relations throughout The Royal Bank of Scotland (RBS) Group.
I am sorry to hear of the problem you have had with your
recent transaction to One.com. I would like to explain the process for a POS
transaction debiting your account so that you can understand what has
happened.
You made a Point Of Sale (POS) transaction to One.com on
10 December. During the transaction process RBS received a request for this
payment from One.com and authorised the payment. When the payment is
authorised the value of the transaction gets subtracted from your available
balance, so that the funds remain there to cover the payment when it debits.
This transaction is then pending until One.com collects the funds, this was
done on 15 December. This meant that the pending amount became available on
your account balance whilst the transaction debited overnight. On 16
December the transaction then appears on your statement as a fully debited
transaction.
This is the usual process for every POS transaction that
is made, therefore I am not willing to uphold your request for compensation.
I hope that I have been able to help you understand what
has happened with this transaction, and I would like to take this
opportunity to wish you a Happy New Year.
Thank you for bringing this matter to my
attention.
Yours sincerely
Gavin Bridges
Gavin Bridges
Junior Case Manager,
Group Customer
Relations,
Gogarburn –
House F,
P.O. Box
1000,
Edinburgh,
EH12 1HQ
E-mail – Gavin.Bridges@rbs.co.uk
abc
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