Our investigation

The bank did not actually give Jill any documentation in support of its position that she had made the transaction. We asked for this documentation, and it showed she had made the transaction in January, not March. Merchants have up to 90 days to complete the processing of  transactions. In Jill's case, the money transfer company had taken almost two months to do this, so the January transaction did not show up until March. When we explained this to Jill, she was both relieved her account had not been compromised and apologetic for having made the complaint. However, she was unhappy about the bank’s failure to provide this explanation at the outset. Even so, she wanted to bring her business back to the bank, but asked for a month to clear the overdraft. 

Outcome

The bank agreed to give her time to repay the overdraft and also offered to waive all interest and fees associated with the overdraft.