Newest Review: ... rates offered on savings accounts have inspired me to move away from the Bank of Scotland but I still use them for managing my day t... more
Bank of Scotland: words cant describe how I feel about them.
Bank of Scotland
Member Name: crazyfear
Bank of Scotland
Advantages: Friendly advisors.
Disadvantages: Mistakes with accounts, rude telephone manner, lack of good customer service.
I feel very saddned to have to be writing this review on the Bank of Scotland, especially one with hardly any positive points.
Before I start, I would like to mention the excellent service I have experienced in the Edinburgh branch, the staff are attentive and very welcoming on every one of my visits.
Now for the negative points.
I opened an account with the Bank of Scotland branch in Falkirk in late 2005. Since then I have regretted this moment and wished I had choosen another bank to deposit my income.
The setup process was simple and the advisor I spoke with was very helpful and friendly. I was applying for a student account as I friend had recommended it and tempted me further by adding that I would be able to apply for overdraft with no interest charges and wouldn't need to be paid back for 4 years.
I was unsure of if studying with on HNC course would affect my eligiblity but was assure it would not.
This was not the case as I soon found out 8 months later when I queried some charges on account in my branch. I was advised that the account was not set up as a student account as only someone studying an HND or degree would be eligible.
I was not offered these interest charges back as I had 'not noticed soon enough' and was sent on my way with a £20 good will credit, which did not cover even half of the charges. I later went into the same branch with my confirmation letter from the university I had just been accepted to inorder to have my account swapped over.
One month later, this had still not happened and I was kept busy with a heavy work shedule and moving into the halls of residence.
I visited the Galashiels branch to finally sort this problem out and was met with an apology (long overdue) and a solution. They spent a good half an hour with me, fixing all the problems such as, my last name being mispelt on my card to my mother maiden name being incorrect.
They opened a student account for me and told me that the charges would need to be looked into. I was a student with no income except for my student loan which did not cover very much, I was forced to use the new student overdraft which I regret fully.
I sent a letter to the customer relations department in December 08, detailing what had happened and that I was not simply asking for a refund of charges but for a 6 month suspension on these interest charges so I would be able to pay the account up.
I was granted this but a few days after, a charge appeared and my current account and I was automatically charged £28 for going outside my overdraft. I was disgusted.
I sent another letter of complaint and nearly one month later, I received a reply apologising for the mistake (yes, another one), the suspension feature had not been processed correctly but was now completed and the charges would be rectified.
One month later my overdraft was suspended and I was sent a letter asking for the amount to be paid in full.
After nealy 2 years of trying to sort out these problems myself, I have had to get the financial obudsman involved which is not a step I wanted to take.
I have no trust left in my bank and cannot wait to switch.
Thank you for reading my long rant.
Summary: Dont become the next person to have a bad experience with HBOS...steer clear.
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