Questions Of Cash: 'Banks would not recover my £1,000 transfer'


Q. I accidentally transferred over £1,000 to a wrong account last September by using an incorrect sort code in an internet banking transfer. I realised my error within 24 hours and asked my bank, Barclays, for help. Initially Barclays told me it could not help and I must contact Lloyds, the bank to which I had accidentally transferred the funds. Lloyds refused to speak to me and will not identify the account that received the funds for data protection reasons. Lloyds said it was banking industry policy for these matters to be dealt with bank-to-bank.

Barclays wrote to Lloyds and Barclays eventually informed me that Lloyds were not co-operating, so it could do no more. I contacted Lloyds again and was told that it had a record of a conversation between it and Barclays wherein Barclays stated that it would reimburse me, so suggested Lloyds did no more. I reported this to Barclays, who said that this must have been a customer relations person who had no authority to make this commitment. I told Barclays this had prejudiced my chances of getting Lloyds TSB to take the matter further, but Barclays declined to offer further assistance. I contacted the Financial Ombudsman Service, but was told I could not ask them to get involved as I was not a Lloyds customer. MF, Surrey.

A. Losses caused by errors made when making internet banking transfers appear to be growing, judging by our post bag. Barclays says its records suggest you first raised the matter with them on 27 October. This is inconsistent with Lloyds' records, which indicate that it spoke to Barclays about this problem in September. Lloyds says it has a record of a conversation between its customer services department and "Nick" at Barclays at that time, in which "Nick" agreed that Barclays would bear the loss. But Barclays has no record of this conversation, does not know who the "Nick" might be and says that as the error was yours, it is not prepared to cover your loss. Barclays suggests that the only option for you is to take legal action, seeking a Notice of Disclosure Order against Lloyds, to require it to state who the account holder is. If successful, you could then sue the account holder seeking to recover the loss. But Barclays warns that the cost of this legal action could be significant and possibly greater than the sum involved. It looks as if you will just have to accept the loss and be more careful with online transfers in future.

Q. About a year ago I had Virgin's broadband, TV and phone service installed. My monthly bill is between £36 and £40 a month. My latest monthly bill is £54, yet there is no change in my service requirements. I telephoned Virgin and was told that it appeared I had asked for Virgin's Digital Home Support service to be added back in November and this was the first time the service had been billed. I have never asked for any additional services from Virgin. I have requested the additional charges be reversed and for someone to call me to explain how I could be billed for a service that I had not ordered. I was assured the charge would be reversed on the next bill, but I am waiting to see if that materialises and no one has called me. RB, London.

A. Virgin Media's spokeswoman says: "We have conducted a thorough investigation into this issue to establish how this service was added to [your reader's] account. We can confirm this was an isolated incident due to a manual administrational error and we can confirm that no other customers have been affected. We have updated [the reader] with the outcome of our investigation and passed his feedback to the relevant teams. We are reviewing our processes to ensure this cannot happen again, but in the meantime we have cleared any charges from [the reader's] account and have apologised for the mistake."

Q. At the beginning of the 2009/10 season Tottenham Hotspur offered two-year season tickets at twice the one-year price, thus avoiding any price increase for the second season and any increase in the rate of VAT. Spurs also offered its own branded credit card through MBNA, with interest-free credit for six months, which would allow me to spread the cost of the season ticket. I applied for the credit card, but was declined as I had "sufficient available lines of credit already available".

I have two Mastercards, with aggregate credit limits of £16,900, which are rarely used and always paid in full before the due date. Last year I applied for an Amex Platinum card. Again I was rejected as I "did not match our minimum required score" on credit checking, although "no derogatory information was found". I obtained my credit files from Equifax, Experian and Callcredit. There was no negative information on any of them. My wife and I are in well-paid professional salaried work, with a manageable mortgage significantly lower than the equity in the property. So I don't understand why I can't get credit. AF, by email.

A. You probably have too much credit already available, though mostly unused, to obtain further credit. James Jones of Experian says: "To increase his chances of being accepted for a new card he should either close one of his existing cards or ask one or both existing card providers to reduce his credit limits significantly. Although he's not using these limits, it is credit he could access with no further checks and, as a result, most lenders will factor this into their affordability calculations." Jones adds that voluntarily reducing your credit limit on an existing card should not have any effect on your overall credit status. He says: "Unnecessarily high limits can become a barrier to new credit and that is probably his problem at the moment."

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@ independent.co.uk.

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

PROMOTED VIDEO
Life and Style
tech

Board creates magnetic field to achieve lift

News
There have been various incidents of social media users inadvertently flouting the law
news

Life and Style
Stack ‘em high?: quantity doesn’t always trump quality, as Friends of the Earth can testify
techThe proliferation of online petitions allows us to register our protests at the touch of a button. But do they change anything?
News
Bourgogne wine maker Laboure-Roi vice president Thibault Garin (L) offers the company's 2013 Beaujolais Nouveau wine to the guest in the wine spa at the Hakone Yunessun spa resort facilities in Hakone town, Kanagawa prefecture, some 100-kilometre west of Tokyo
i100
Sport
CSKA Moscow celebrate after equalising with a late penalty
footballCSKA Moscow 2 Manchester City 2: Premier League champions let two goal lead slip in Russia
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Trainee Recruitment Consultants

    £20000 - £25000 per annum + OTE £Competitive: SThree: SThree Group and have be...

    Helpdesk Analyst

    £23000 per annum + pension and 22 days holiday: Ashdown Group: An established ...

    Senior Helpdesk Analyst / Service Desk Co-ordinator

    £27000 per annum + pension, 22 days holiday: Ashdown Group: An established ind...

    Senior Pensions Administrator

    £23000 - £26000 Per Annum: Clearwater People Solutions Ltd: Our client is curr...

    Day In a Page

    Indiana serial killer? Man arrested for murdering teenage prostitute confesses to six other murders - and police fear there could be many more

    A new American serial killer?

    Police fear man arrested for murder of teen prostitute could be responsible for killing spree dating back 20 years
    Sweetie, the fake 10-year-old girl designed to catch online predators, claims her first scalp

    Sting to trap paedophiles may not carry weight in UK courts

    Computer image of ‘Sweetie’ represented entrapment, experts say
    Fukushima nuclear crisis: Evacuees still stuck in cramped emergency housing three years on - and may never return home

    Return to Fukushima – a land they will never call home again

    Evacuees still stuck in cramped emergency housing three years on from nuclear disaster
    Wildlife Photographer of the Year: Intimate image of resting lions claims top prize

    Wildlife Photographer of the Year

    Intimate image of resting lions claims top prize
    Online petitions: Sign here to change the world

    Want to change the world? Just sign here

    The proliferation of online petitions allows us to register our protests at the touch of a button. But do they change anything?
    Ed Sheeran hits back after being labelled too boring to headline festivals

    'You need me, I don’t need you'

    Ed Sheeran hits back after being labelled too boring to headline festivals
    How to Get Away with Murder: Shonda Rhimes reinvents the legal drama

    How to Get Away with Murder

    Shonda Rhimes reinvents the legal drama
    A cup of tea is every worker's right

    Hard to swallow

    Three hospitals in Leicester have banned their staff from drinking tea and coffee in public areas. Christopher Hirst explains why he thinks that a cuppa is every worker's right
    Which animals are nearly extinct?

    Which animals are nearly extinct?

    Conservationists in Kenya are in mourning after the death of a white northern rhino, which has left the species with a single male. These are the other species on the brink
    12 best children's shoes

    Perfect for leaf-kicking: 12 best children's shoes

    Find footwear perfect to keep kids' feet protected this autumn
    Anderlecht vs Arsenal: Gunners' ray of light Aaron Ramsey shines again

    Arsenal’s ray of light ready to shine again

    Aaron Ramsey’s injury record has prompted a club investigation. For now, the midfielder is just happy to be fit to face Anderlecht in the Champions League
    Comment: David Moyes' show of sensitivity thrown back in his face by former Manchester United manager Sir Alex Ferguson

    Moyes’ show of sensitivity thrown back in his face... by Ferguson

    Manchester United legend tramples on successor who resisted criticising his inheritance
    Two super-sized ships have cruised into British waters, but how big can these behemoths get?

    Super-sized ships: How big can they get?

    Two of the largest vessels in the world cruised into UK waters last week
    British doctors on brink of 'cure' for paralysis with spinal cord treatment

    British doctors on brink of cure for paralysis

    Sufferers can now be offered the possibility of cure thanks to a revolutionary implant of regenerative cells
    Ranked seventh in world’s best tourist cities - not London, or Edinburgh, but Salisbury

    Lonely Planet’s Best in Travel 2015

    UK city beats Vienna, Paris and New York to be ranked seventh in world’s best tourist destinations - but it's not London