Our investigation
In examining the bank's correspondence with Ashton, we found he had been clear he wanted repayments to come from a new account, and the bank should have told him he would need to make his next payment manually before setting a direct debit with the new bank. Its failure to do so made it at least partly responsible for the missed payment. Ashton had incurred a penalty of less than $10, but his dealings with the bank had been frustrating inconvenient.
Outcome
The bank offered Ashton $400 in recognition of the inconvenience it had caused, and he accepted the offer.
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