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

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

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.

Regards,

Erik Ribsskog

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

Mr Erik Ribsskog
eribsskog@gmail.com

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

The Royal Bank of Scotland plc, Registered in Scotland No.

90312. Registered Office: 36 St Andrew Square, Edinburgh EH2

2YB

Authorised and regulated by the Financial Services

Authority.

This e-mail message is confidential and for use by the

addressee only. If the message is received by anyone other than the

addressee, please return the message to the sender by replying to it and

then delete the message from your computer. Internet e-mails are not

necessarily secure. The Royal Bank of Scotland plc does not accept

responsibility for changes made to this message after it was

sent.

Whilst all reasonable care has been taken to avoid the

transmission of viruses, it is the responsibility of the recipient to ensure

that the onward transmission, opening or use of this message and any

attachments will not adversely affect its systems or data. No responsibility

is accepted by The Royal Bank of Scotland plc in this regard and the

recipient should carry out such virus and other checks as it considers

appropriate.

*** WARNING : This message originates from the Internet

***The Royal Bank of Scotland plc, Registered in

Scotland No. 90312. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB

Authorised and regulated by the Financial Services

Authority.

This e-mail message is confidential and for use by the

addressee only. If the message is received by anyone other than the addressee,

please return the message to the sender by replying to it and then delete the

message from your computer. Internet e-mails are not necessarily secure. The

Royal Bank of Scotland plc does not accept responsibility for changes made to

this message after it was sent.

Whilst all reasonable care has been

taken to avoid the transmission of viruses, it is the responsibility of the

recipient to ensure that the onward transmission, opening or use of this

message and any attachments will not adversely affect its systems or data. No

responsibility is accepted by The Royal Bank of Scotland plc in this regard

and the recipient should carry out such virus and other checks as it considers

appropriate.

*** WARNING : This message originates from the Internet

***The Royal Bank of Scotland plc, Registered in Scotland No. 90312. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB

Authorised and regulated by the Financial Services Authority.

This e-mail message is confidential and for use by the addressee only. If the message is received by anyone other than the addressee, please return the message to the sender by replying to it and then delete the message from your computer. Internet e-mails are not necessarily secure. The Royal Bank of Scotland plc does not accept responsibility for changes made to this message after it was sent.

Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by The Royal Bank of Scotland plc in this regard and the recipient should carry out such virus and other checks as it considers appropriate.

Our Ref:

GB/326345
30 December 2010

Mr Erik Ribsskog
eribsskog@gmail.com

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

The Royal Bank of Scotland plc, Registered in Scotland No.

90312. Registered Office: 36 St Andrew Square, Edinburgh EH2

2YB

Authorised and regulated by the Financial Services

Authority.

This e-mail message is confidential and for use by the

addressee only. If the message is received by anyone other than the addressee,

please return the message to the sender by replying to it and then delete the

message from your computer. Internet e-mails are not necessarily secure. The

Royal Bank of Scotland plc does not accept responsibility for changes made to

this message after it was sent.

Whilst all reasonable care has been

taken to avoid the transmission of viruses, it is the responsibility of the

recipient to ensure that the onward transmission, opening or use of this

message and any attachments will not adversely affect its systems or data. No

responsibility is accepted by The Royal Bank of Scotland plc in this regard

and the recipient should carry out such virus and other checks as it considers

appropriate.

***

WARNING : This message originates from the Internet ***The Royal Bank of Scotland plc, Registered in Scotland No. 90312. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB

Authorised and regulated by the Financial Services Authority.

This e-mail message is confidential and for use by the addressee only. If the message is received by anyone other than the addressee, please return the message to the sender by replying to it and then delete the message from your computer. Internet e-mails are not necessarily secure. The Royal Bank of Scotland plc does not accept responsibility for changes made to this message after it was sent.

Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by The Royal Bank of Scotland plc in this regard and the recipient should carry out such virus and other checks as it considers appropriate.