I think it's time to call in the Financial Ombudsman. This pantomime has gone on long enough.

Diluted Dante wrote:

Before they launch into it, tell them you are aware that they are not strictly the right department, but you have been referred to them and if they read the notes they will have all the information of not only what you are calling about but why it is their department dealing with it.

If only they'd do this without me having to explain a little in order for them to put me through to the right department, at which point they ask for a more detailed clarification of what's happened, and only then do they actually start asking me all the security checks required to access my account. Today I atually asked them to not add any more notes after they once again apologised for keeping me on hold for so long as it was taking a whille to read all the notes. Sadly, it seems they are not allowed to not add more notes.

Yeah, you have to leave notes. 

I expect the reason is because they really think it's not for them, and if they don't do security they can cold transfer, but if they do security they have to warm transfer.

Have they given you some kind of account reference? If so start off with "I've been given a reference number to quote." This may prompt them to just do security anyway. Also take a note of the name of the people you are speaking to, and what department they call themselves. Say you were speaking to <person> in <department>, and if they check the notes they will see the full story, and assure them it is a long sorry tale.


They likely get a high number of misroutes, but if they keep asking for the issue after the above say "I appeciate that you're trying to make sure I'm in the right department, but I've spoken to <amount of colleagues> in the last <number of days> and I can assure you I'm at the right place, if you please read the notes you will see."

Such an elaborate way to say you don't want to pay your poker losses.  Literally months in the making.  It is genius.

Huzahh! After yet another 1hr call and being told again they could not give me any timeframe on when this will get sorted, I get a call from a guy (I was told I would alaways have to phone them) saying he had unfrozen my account.

When I asked him why this wasn't done earlier (this is the 7th day) he said that the account was due to be terminated tomorrow, which is different to frozen, and that would cause them such a headache (the poor wee souls) he was forced to unblock it without going through the normal route now that the matter had become urgent for them. The absolute bastards. 

Still, I'll get some juicy compensation and I'm going to fucking drag every last penny out of them. 

Trufax, another amazingly incompetent thing is that they were meant to do is pay me compensation for the last time, but on closer inspection it turns out that the compaint had been closed before this was done too, and this whole thing has all been a failure of the complaints dept, who didn't do the two things they promised would happen as a result of my complaint being upheld the last time, and then promptly closed the complaint ticket and (this is true) buggered off on holiday.

God bless Sony or MS! My complaints manager, whose fault this seems to be, is going to have to phone me at some point when she gets back from her hols so she can deal with my reopened complaint, which now very much appears to be a complaint about her.

Huzzah!



Bastards.

acemuzzy wrote:

Now the fun begins.

I have a bad feeling about this.

Yeah, you contact the ombudsman to complain about the bank’s complaints procedure. If that makes sense. Then the ombudsman spend a year pissing about and hopefully they eventually land you a bigger compensation package.

I think you can take what they offer and still go to the ombudsman afterwards, to see if they get you more.

Yeah, as I understand it (but please do check …) you take your compensation, then go to the ombudsman and say “look what utter shite this whole process was, I’m still very much out of pocket and distressed.”

I doubt it. Could you contact the seller? They might have recorded your ip address when you made the purchase.

Do you have a vpn on your phone? If not get one.

Or just use it with a vpn. Public WiFi is fine as long as your traffic is encrypted.

That seems a lot of effort to go to.