Current Account Decision Reference 2022-0279

• Case Outcome: Rejected
• Reference: 2022-0279
• Date: 22 August 2022
• Year: 2022
• Subject Matter: Current Account
• Finantial Sector: Banking
• Conducts Complained Of: Disputed transactions,Delayed or inadequate communication

Decision Ref:

2022-0279

Sector:

Banking

Product / Service:

Current Account

Conduct(s) complained of:

Disputed transactions

Delayed or inadequate communication

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint arises from the suggested incorrect processing of a transaction on the

Complainants’ account.

The Complainants’ Case

The Complainants say that on 8 November 2018 the second Complainant went to a local

branch of the Provider, where they hold a bank account, and she deposited €2,050.00 (two

thousand and fifty Euro) and obtained a receipt for this transaction.

The first Complainant then noted a discrepancy in the account balance in the sum of €4,100

(four thousand, one hundred Euro) and by reviewing previous bank statements, they noticed

that the above deposit had been “corrected” by the Provider by way of two debit

transactions of €2,050.00. They complained to the Provider and they assert that the Provider

wrongly suggested that the deposit on 8 November 2018, was in fact a withdrawal, which

they deny.

The Complainants assert that the Provider’s representatives became “hostile and

dismissive” towards them “in the branch foyer and in front of other customers” and that

their written complaint was not responded to and they ultimately needed to engage the

services of a solicitor.