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Thread: ANZ Bank can go to hell
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2nd October 2013, 11:45 PM #1
ANZ Bank can go to hell
My niece, who is an overseas study, has an account with ANZ. This is what happened to her,
05/09/2013 - found a payment in her statement saying "Payment to Telstra 2484500276". The amount was $401.42. This is strange because she is no a Telstra customer and has no association with Telstra.
11/09/2013 - we went to ANZ. They said they would investigate and stop any further direct debit from her account
18/09/2013 - received a letter from ANZ. "We wish to advise that in regards to your enquiry for $401.42, we have been informed by Westpac Banking Corporation, that the debit user has not provided an authority form. If you wish to request for a refund please contact us on 131314...."
23/09/2013 - another payment to Telstra but this time it was $1522.58.
26/09/2013 - went to ANZ. #@@#$%^&**
02/10/2013 - was told that ANZ won't refund money because Telstra refused to give the money back.
Feeling angry and quite helpless actually. Might have to contact fair trading and find a lawyer.
Any thoughts?Visit my website at www.myFineWoodWork.com
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2nd October 2013, 11:59 PM #2
SENIOR MEMBER
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- Sep 2013
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Most concerning...
is that Telstra have her account details.
Although I suspect we may see more of these errors occurring as it only takes 1 number incorrect in a multi digit BSB and account number to debit the wrong account.
We have in the past (though not for the same reason) had dealings with both the Telecommunications Ombudsman, Telecommunications Industry Ombudsman - TIO
and the Banking Ombudsman, Financial Ombudsman Service
and they have both been great to deal with and got things fixed.
My concern is that you may get pushed between the two saying the other is at fault, so I would lodge a complaint with both concurrently. In the meantime close the account and move whatever funds are there somewhere else otherwise I guarantee it will happen again!
One thing some people are unaware of is that once you sign the paper to allow direct debit only the debitor? can stop the payment, you cannot!
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3rd October 2013, 12:02 AM #3
Telstra must know to which account the funds were applied.
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3rd October 2013, 12:09 AM #4
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3rd October 2013, 12:10 AM #5
We went to Telstra but they could not help. She is no a customer so they do not have any information about her. The payment number on the statement didn't get us anywhere.
Visit my website at www.myFineWoodWork.com
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3rd October 2013, 12:11 AM #6
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3rd October 2013, 12:12 AM #7
They can help, but just won't because you are not the ANZ or Telstra acount holder. It would appear to be a criminal matter so I'd go to the police. They have the powers to get the info from Telstra. You may need to organise a Power of Attorney so that you can act on her behalf.
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3rd October 2013, 01:34 AM #8
Deceased
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Spot on.
Until you have a power of attorney or are organised as a signatory to your niece's bank account you can complain as much as you like but it's like p*****g in the wind. You have no legal authority to act and privacy legislation stops them doing anything.
So get an authority to act or use a solicitor.
Peter.
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3rd October 2013, 10:22 AM #9
Close her account with ANZ for starters.
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3rd October 2013, 10:56 AM #10
My feeling is that it has nothing to do with Telstra. It could be a criminal act. We are going in again this afternoon and take all money out of her account. I really want to go to the police. Do you think they can help?
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3rd October 2013, 11:01 AM #11
I think you may need to close it outright. If emptied only, direct debits can still be taken out and put the account in debit.
Craig.
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3rd October 2013, 11:12 AM #12
Police will say its a private matter between you and the bank. unless you can prove it was fraud and not incompetence.
As has been posted elswere, talk to the managers, manager and keep flowing up the food chain until you find someone who gives a @#$%, this is from an employee at one of the competitors.I may not have gone where I intended to go, but I think I have ended up where I needed to be.
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3rd October 2013, 11:18 AM #13
The point is that somebody has set up this direct debit - the bank should know who that was (although it was probably done on the Net, but still....), and Telstra has applied those funds to some account. I'd hazard a guess to say find the Telstra account holder and you'll probably find the perp.
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3rd October 2013, 11:19 AM #14
Closing the ANZ account may not be the best option.
At the moment she is a customer and as such the bank should have to listen to her complaint, if the account was closed she is no longer a customer and therefore the bank is even less likely to take notice of her complaint.
I think Gra's advice is very good, keep going up the food chain.
A registered letter to ANZ setting out the case so far and advice that the matter will be referred to the banking ombudsman wouldn't hurt either.
Verbal complaints are easy to ignore, complaints in writing via registered letter are a tad harder to ignore.
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3rd October 2013, 11:31 AM #15
The direct debi, may not have been set up with the bank, but with Telstra, so the bank may not know who set it up, they just got an electronic feed from Telstra to debit account no XXX.
Wongo's problem here seem to be finding someone who gives a @$%, hence my sugesstion of going up the food chain until you find someone who does. I guarantee you a call from the regional manager to a branch gets things done real quickI may not have gone where I intended to go, but I think I have ended up where I needed to be.
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