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Carole Jane Hart

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Review of the TSB, Classic Account:

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Appalling bank, your money isn't safe

My partner has some mental health issues that prevent him from communicating clearly with people who don't know him, but what happened with tsb was just shocking. Following the loss of his bank card, it was used several times for contactless transactions before he realized and called the bank. There were unauthorised transactions totalling £122.00 and some change, and he was transferred to the fraud team. 60 minutes on hold, the advisor asked him the nature of his call, and he said to block his card, so she transferred him back, and he waited another 45 minutes to be told he should have been dealt with by the fraud team and then transferred a third time!! I took the phone off him at this stage, and explained that he has blocked the card with the first advisor obviously, who has put him through to discuss the charges made during the time his card was missing. He explained that he used it the night before and was driven home by my carer, so he was unsure if the card was dropped in the car, or at some point later. He was advised that because it was used by someone he knows (this was never suggested or determined) a separate team needed to investigate and it would take 48 hours.... 5 days later he had to call them as he had not been called as promised, and was told that the bank would not refund the unauthorised payments...no ifs buts or coconuts just a point blank no help from tsb!! He then asked can he please have a card without the contactless capability and was told that wasn't an option!!! What the *$#@! They wont insure you against the use of the facility in the event of a loss but you can't choose to get a more secure card?! Surely that isn't right?! Since when do banks refuse to refund unauthorised contactless transactions anyway,I've never had a problem with my own bank in this situation, they were rude to him and point blank told him too bad, your problem not ours. He can't afford to throw away a hundred quid just like that...I am absolutely disgusted by their don't care attitude Reviewed on: 25th April 2021

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