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

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