I'd say he needs to take it above the branch managers level, either by phone or by getting the details from the branch. harrass them constantly if need be. Surely its simply a case of seeing how much cash they banked that day? If they've lost the slip the money must be floating around identified or in another customers account? I guess if its in another accont it would be reconciled though?
I'd also be CCing the landlord into all my corespondence in case they get into a situation were the rent isn't paid.
I guess you could turn it around and report them for theft?
Spamboule » Fri Oct 02, 2009 1:08 pm
I'm surprised the bank have acted this way. If there was an error with the £825 then the cashier at the bank wouldn't have balanced (they would have had more money in their till than the credits that were keyed). Cashiers need to fill in paying in slips with account numbers and the denominations of money paid in (or at least they should do, and certainly do where I work) so any error can be easily traced.
It could be that the money was keyed onto a different account in error, in which case they would have balanced, but that doesn't help your BIL.
They would need to contact the customer who had the payment in their account in error to say they were correcting it, or to check that they hadn't done that transaction.
Either way, your BIL should not be out of pocket, and it should be put down to cashier error.
I don't see how getting the police or Ombudsman would help. The Ombudsman is the last resort and will insist the bank goes through their complaints procedure (which can take several weeks before they need to reply, I think 56 days?)
With regards to checking CCTV, yes, it can be checked in an hour and half if it's on a fast forward, espcially as they tend to be digital now. I would not agree to the manager saying there was only a small bundle of notes - it's so difficult to make out actual money from CCTV, I would not rely on it.
You BIL needs to complain and insist that their cashier transactions were checked. If he can remember who served him, there should be an audit trail on that particular day/time etc
It sounds like the bank is trying to fob him off, hope he gets this resolved soon
Kelly29 » Fri Oct 02, 2009 1:23 pm
Apologies if I'm being a bit thick, but the two amounts were intended for two different bank accounts, is that correct?
As the £125 was correctly paid in, are the bank also saying that as well as the amount, he has also altered the bank account number on the receipt for £825?
ETA - how did they pay it in? Did they actually go to the cashier's counter, or did they just pop it in one of the envelopes and into the postbox (as I know they have at Lloyds and Barclays)?
scottishterrier » Fri Oct 02, 2009 2:26 pm
doesn't the pay in slip have a time printed on it? mine do..this wouldn't match up to the time on the CCTV and would therefore prove it? x
Braw Wee Chanter » Fri Oct 02, 2009 2:34 pm
Ooh, ooh, what Kelly said! If the amounts were paid into two different accounts, the supposed altered slip would have the second bank account number on. If they say the £125 went through ok but the slip has the FIRST bank account number on it then how can they say he's altered it?!
x
Knownowt » Fri Oct 02, 2009 2:35 pm
Has he asked for a copy of the day's footage?
sw_soprano » Fri Oct 02, 2009 2:43 pm
What a nightmare. But if they have CCTV footage of the whole time the bank was open (which presumably they do), he will be on there twice - and he must know the rough times he was there. Could he not request to go through the CCTV with the bank manager?
Sorry that's so long but thought it migth at least help Oompa.