Bank switch that came with a hitch

Ms M.G. writes: B Bank – part of Yorkshire Bank – offered an incentive of £250 to switch accounts to them. I switched, followed their rules and called to check that I met its criteria. I was told I would receive £250 in February, but the money did not arrive. THE £250 incentive came with some complicated strings attached that meant new customers had to set up direct debits as well. You spotted this and you set up two direct debits, but when you contacted the bank again to ask why the £250 had not arrived, you were told you had failed to qualify as you only set up one.

You had another try at getting an explanation. This time the bank agreed you did set up two direct debits, but said you still failed to qualify because the direct debits needed to be started within 31 days. This was even more confusing as the rules of the offer suggested the time limit was 62 days.

Finally, you were given a different reason why you could not have the £250.

You failed, the bank said, because one of your direct debits was set up before the switch to B Bank was finalised – though it is hard to see how anyone could set up a direct debit for an account that did not yet exist.

I put all this to Yorkshire Bank and asked for copies of any recordings it held of phone calls. This proved unnecessary. A spokesperson for the bank said: ‘There was an error in our communication with the customer and we have been in touch to confirm she is eligible for our £250 switching offer.’ The bank has given you an apology and, of course, your £250.