Just asking for some advice if any one can help. Monzo have registered a default on my credit file. I switched the account months ago, and I had an unarranged overdraft remaining on the account. Admittedly, life events and other things got in the way and I genuinely forgot about it which is an error on my part.
I received an email to get in touch before a certain date with an offer of repayment to prevent a default. I replied immediately upon receipt of this email with an offer of repayment. However, I never received a response to this email and they subsequently registered a default on my credit file.
I emailed a complaint about this, but theyâve responded today stating theyâre not upholding the complaint, and that there is no record on their system of me getting in touch with them. However, I have the email in my sent email folder with the precise date and time, and it was before the deadline they had given which they said would prevent a default being registered.
Iâve asked them to look at this again. If I get no further with them, would the financial ombudsman help with this?
Have you shown them the email you sent? With the correct date and time stamp? Have you forwarded or attached the email including all headers so they can verify it?
If you havenât, do that.
Yes, take them to the ombudsman. Donât expect that to be a quick process though. Iâve been waiting over 8 months and still donât have a case handler for my complaint against Monzo yet.
i) whether the company has broken the law (this is extremely rare)
ii) whether the company has followed its own terms and conditions in dealing with you.
Given the laxity of the latter, finding for yourself is less likely than you would think
I took the time to read this explanatory stuff from the Ombudmanâs Office. Impressed at just how readable this is - clearly drafted with the customer in mind.
Itâs reassuring to note that the FOS doesnât expect all the âtâsâ to be crossed when submitting a case.
Very true. Sainsburyâs did technically follow all the letters of the law with me.
The FoS considers a lot and pays out quite well when it deems the bank to not be acting in the spirit of customer service.
I read a story even, where they required a bank to refund a man in a pub that spent about a thousand or so organically and then had his card swiped, because they thought that (even though the card was used regularly for daily spending) that it was unusual and reasonable to expect that if a payment fails and is retried several times in a row with lower amounts, that the bank should be aware this could be fraud.
Itâs definitely a good service in considering the âregardless of the law: does X sound like it lines up with common sense and reasonable conduct? if a person on the street heard about X, would they immediately go âwow that bank is disgusting in their conductââ