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

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