2015 - 2016

Cards

Credit card

Mr M used his credit card on holiday.  When he returned he found he had exceeded his credit limit and complained to the bank that it shouldn’t have let him go over without telling him.  Mr M felt misled and wanted the bank to refund what he’d overspent as well as the associated interest and fees.

The bank explained to Mr M it sometimes allows customers to exceed their limit as a customer service gesture, saving customers from embarrassment or inconvenience of having a transaction declined.  This information was disclosed in the card’s terms and conditions the bank sent to Mr M.  

Mr M still wasn’t happy and brought his complaint to us. We told him what the bank had done was standard banking practice and the bank had disclosed this to him in the card terms and conditions. 

We were satisfied that the bank had acted reasonably and advised Mr M accordingly.