Jeg sendte en ny e-post til RBS

Erik Ribsskog <eribsskog@gmail.com>

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RBS complaint

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Erik Ribsskog <eribsskog@gmail.com>	Fri, Dec 24, 2010 at 3:37 PM
To: "Bridges, Gavin (Group Customer Relations)" <Gavin.bridges@rbs.co.uk>
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.

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