Jeg sendte en ny e-post til RBS

Erik Ribsskog <eribsskog@gmail.com>

---

RBS complaint

---

Erik Ribsskog <eribsskog@gmail.com>	Thu, Dec 30, 2010 at 12:07 PM
To: "Bridges, Gavin (Group Customer Relations)" <Gavin.bridges@rbs.co.uk>
Hi, I don't buy this explenation, that you have a system as confusing as this. I've asked to get this complaint escalated, could you please send this e-mail to your line-manager. Like I wrote to you on 24/12. Erik Ribsskog On Thu, Dec 30, 2010 at 11:41 AM, Bridges, Gavin (Group Customer Relations) <Gavin.bridges@rbs.co.uk> wrote: Our Ref: GB/326345 30 December 2010 Hi, I am not disputing that the transaction disappeared, as I have explained it is part of the process for the funds to become available to spend again on the day that the retailer collects the money. It will become available from that day, until the day it shows as a full debit on the account, this is usually one or two days. When the transaction first appeared on your statement, it had not actually debited the account, this is why it then disappeared before fully debiting. I appreciate that it can lead to confusion and I am sorry that you are not happy with this process. However, when a transaction is made it is the cardholders responsibility to make sure the funds are in the account up until the day it fully debits. Yours sincerely Gavin Bridges Junior Case Manager, Group Customer Relations abc From: Erik Ribsskog [mailto:eribsskog@gmail.com] Sent: 30 December 2010 11:15 To: Bridges, Gavin (Group Customer Relations) Subject: Re: RBS complaint Hi, you don't understand. The money first left the account, then got back on to the account and then left the account again. (As available money to spend). This isn't what you are writing here, this system you try to explain about obviously didn't work. Regards, Erik Ribsskog On Thu, Dec 30, 2010 at 11:09 AM, Bridges, Gavin (Group Customer Relations) <Gavin.bridges@rbs.co.uk> wrote: 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 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. *** WARNING : This message originates from the Internet ***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. *** WARNING : This message originates from the Internet ***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.

---