Bank error followed by a weekend of anxiety

Published: 20 January, 2011

• I PAID in three cheques at Santander bank in Camden High Street last Friday. 

One was for £3,669. The branch was busy and I didn’t check my receipt until I got home, only to find that the £3,669 cheque was processed as £669 – £3,000 short.

I reported this mistake and, as there was a weekend in between, I was informed that nothing could be done until Monday.

I had a very worrying weekend and still had to make several calls to the branch on Monday to get action. The staff were unconcerned and offered no apology for the mistake and I spoke to the manager to explain the situation.

Eventually a member of staff phoned me and said: “The money is now in your account”. 

Forcing her to state the amount, I said: “What amount?” “You know, the cheque you were querying.” I then insisted that she named the amount in question!

I added that this had not been my mistake and an apology would be nice. She said that she had apologised on Friday! She hadn’t. 

I insisted that the manager phone me. 

After many phone calls from me, I spoke to the manager and he confessed that many of his staff were new and still needed training. I explained that I had been so stressed and worried all weekend as a result of his bank’s error. 

His response was that he would be writing to me. Again no apology. 

JANET BRERETON
Manley Street, NW1