Financial troubleshooter Jessica Gorstwilliams is here to help you with your money problems
BT wouldn’t fully refund call-out fee
Two months ago there was a problem with our BT line. It continually crackled, making conversation nigh-on impossible.
BT was notified. I had tested the phone, and shut down and rebooted my PC, but still the problem remained.
My computer has a link to a support company should there ever be any problems. It also provides advice on my telephone equipment. Therefore I knew neither my computer nor telephone equipment was at fault.
So BT agreed to send an Openreach engineer at a cost of £129.99 if the problem was in my property.
The engineer spent six minutes in the house and concluded without testing anything that the problem would be at the telegraph pole in the lane. He said he would “go back” and ask for another engineer from Openreach to look at the problem there. As the engineer left I confirmed with him that I would not be charged the £129.99. The crackling on the line continued until the middle of the following week and then disappeared. Therefore I presumed the fault had been rectified.
When I received my bill it included a charge of £129.99. RK, BEDS
BT argued it couldn’t do anything as Openreach is a separate company. After some discussion BT offered to reduce the amount by £65. It asserted that this was as much as it was able to give. Your wife continued to battle on over this but there was no answer at the number she had been given.
I contacted BT and the remaining amount of £64.99 rounded up to £65 is being refunded after all, as it should be.
Why did CHAPS payments vanish?
I have serious concerns about the disappearance of two CHAPS [high-speed bank transfers] payments requested on different days four months ago.
The sums in question were eventually returned to my account, minus the CHAPS fee I had paid, but with no explanation or apology. How can I find out what is behind this?
You were trying to send £36,218 to a solicitor for a payment towards a house purchase. Two attempts failed, but both times the money was shown as having left the account.
The reason the payments never arrived at their destination and, as it turns out, did not even leave the bank, is shrouded in mystery – apart from a vague hint of suspicions about money laundering, when the transactions were nothing of the kind.
In the end you transferred the money to your partner, who successfully sent it to the solicitor via her own Santander account using Faster Payments.
Had this not been done there could have have been all sorts of consequences relating to the property purchase. As it was, there were no serious repercussions.
I spoke to Santander
A couple had problems with payments relating to a house move