To ring TSB and demand an outcome?

[rockinmum]

Long story short, as a result of their catastrophic IT failure in April/May, TSB told all the companies we had Direct Debits with that my account did not exist, and the ones that represented did not show on my account for us to pay (had moved the majority of money to DH’s account as access was fleeting)
This resulted in just shy of £150 of charges from different companies, not to mention the embarrassment and time I had spend sorting it all out and moving DD’s. At least one company made us pay in full instead as they didn’t trust us with DD as they had Ben told we’d provided false details as the account didn’t exist.
I’ve had a complaint with them since May, no correspondence or update received unless I chased them.
Can mola it was passed to a ‘new’ team to be resolved within 10 working days 14 working days ago on Tuesday
I chased on Tuesday as nothing had been heard from the. And I was told they had yet another technical issue and I’d receive a call either yesterday or today to resolve it in its entirety.
Obviously I don’t hold out much hope of receiving a call, so do I call and demand to speak o some to resolve it on the call?
I know they are going to ask what I am looking for, obviously I want the charges I had to pay back, but what do I say for all the embarrassment, chasing it up etc?

Help...

I had the same until last week. I had just switched from Natwest to them and received my card but not my pin or any other paperwork and it went tits up. I was told my account did not exist, then the next day that it did, then again for several days my account request had been turned down (despite my saying I have a bloody bank card from you). Couldn't sort out my DD, or the kids school dinner money.
I complained in May, got sent two "we'll be back to you in 6 weeks" letters then sod all. I chased online and got nowhere.
Out of the blue two weeks ago on a Saturday afternoon a very nice lady rang. She took all my info and I said in the grand scheme of things I hadn't had that much aggro, she said they've had to pay out thousands to some companies due to losses. I thought I may get £25 as a sorry but I got a cheque for £300! I could've died!
The only thing is it being a cheque it took 4 working days to clear. It was worth waiting in the end but I would chase again online as that seemed to help me a bit. She did say they were still working though alphabetically so maybe that's why you're still waiting?
Perhaps if you go in branch they will call them and you can sort it whilst in branch?

If you complained and TSB haven't provided a final response within 8 weeks then you can direct your complaint to the financial ombudsman service - you can file the complaint online and then they will investigate. TSB won't want you to do that as it will look bad for them, so it might be worth saying to TSB that they have breached their complaints procedures and you have no choice but to refer this to the ombudsman. Good luck! X

It’s been more than 8 weeks so I would go to the Ombudsman. They should have informed you of your right to do this when your complain passed the 8 week mark so I would mention that in your complaint to the ombudsman as well.

I know they are going to ask what I am looking for, obviously I want the charges I had to pay back, but what do I say for all the embarrassment, chasing it up etc?

Words like "embarrassment" are key words for bank complaints which will trigger them to offer you "redress" money. Is that what you want?

Friend had this and has just received £500 sorry money.