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Old 27.07.2017, 18:44
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Charged wrong fees from Credit Suisse - They refuse to refund

Hi,

I was getting billed for a banking package that I did not have for a whole year (since last May) in a quarterly manner.
I'm not checking my bank account often and thoroughly, so I just noticed that last month.
I contacted them asking to fix the mistake and refund me the full amount I was charged.

Their reply was that I was refunded the fees of 2017 but they can't do anything regarding the fees in 2016 and that it was my responsibility to inform them promptly.

Is there any action that I can take? That's absurd.
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Old 27.07.2017, 18:52
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Sue them
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Old 27.07.2017, 19:49
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Quote:

Is there any action that I can take? That's absurd.
Check the contract you signed with CS
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Old 27.07.2017, 19:54
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

So how many thousands in fees are we talking here?

Tom
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Old 27.07.2017, 19:54
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Have you tried phoning them? They might be more inclined to agree to flexibility verbally than in writing.
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Old 27.07.2017, 20:01
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Attachment 127554

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Old 27.07.2017, 20:11
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Normally there is some sort of notification that you need to report errors within a certain period of time (weeks not years). Bad luck!
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Old 27.07.2017, 21:16
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Take your overdraft elsewhere...
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Old 27.07.2017, 21:20
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Never liked package deals!
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Old 27.07.2017, 21:29
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Quote:
Hi,

I was getting billed for a banking package that I did not have for a whole year (since last May) in a quarterly manner.
I'm not checking my bank account often and thoroughly, so I just noticed that last month.
I contacted them asking to fix the mistake and refund me the full amount I was charged.

Their reply was that I was refunded the fees of 2017 but they can't do anything regarding the fees in 2016 and that it was my responsibility to inform them promptly.

Is there any action that I can take? That's absurd.
You make it sound like a "Swiss thing".
Don't see your country of origin from your profile, but is it different there?
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Old 27.07.2017, 21:47
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Normally you have 30 days to contest your statement, after which it is deemed as tacitly accepted.

If you can't be arsed to check it, well then that's your problem, you can hardly expect CS to reopen 2016 accounting for your laziness, which effectively is what you are asking.
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Old 27.07.2017, 21:52
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

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Normally there is some sort of notification that you need to report errors within a certain period of time (weeks not years). Bad luck!
^This. My bank gives me 30 days to contact them with any issues I spot in my statement. After that the window of protesting is closed and I am considered to have accepted the statement as accurate. I'd say the refund of 2017 was a good deal, because they probably didn't need to do even that. Check the T&Cs you signed.
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Old 27.07.2017, 23:52
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Quote:
Normally you have 30 days to contest your statement, after which it is deemed as tacitly accepted.

If you can't be arsed to check it, well then that's your problem, you can hardly expect CS to reopen 2016 accounting for your laziness, which effectively is what you are asking.

For once I actually agree with you! Shock, horror!
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Old 28.07.2017, 01:20
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Quote:
Normally you have 30 days to contest your statement, after which it is deemed as tacitly accepted.

If you can't be arsed to check it, well then that's your problem, you can hardly expect CS to reopen 2016 accounting for your laziness, which effectively is what you are asking.
It's my laziness but their mistake! I expected that a proper customer service would be something like "We are sorry for billing you for a package you never bought, here is your refund", instead of that I'm getting "It's your mistake that you did not notice that we are cheating you".

Anyway it's not worth my time to pursue it or even to discuss it in this forum, but again I can't help myself but feeling dishearten.

Thanks a lot everyone for your kind help and for your replies.

Bottom Line: I should be checking my bank statement.
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Old 28.07.2017, 08:47
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Quote:
It's my laziness but their mistake! I expected that a proper customer service would be something like "We are sorry for billing you for a package you never bought, here is your refund", instead of that I'm getting "It's your mistake that you did not notice that we are cheating you".

Anyway it's not worth my time to pursue it or even to discuss it in this forum, but again I can't help myself but feeling dishearten.

Thanks a lot everyone for your kind help and for your replies.

Bottom Line: I should be checking my bank statement.
Your best approach is to tell them that due to poor customer service you are closing your account. Then, if they don't do something like make a good-will payment to your account, you close your account and move elsewhere.
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Old 28.07.2017, 08:50
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Sorry, but I guess Switzerland doesn't operate in the same way as other countries you've lived in. It's made clear on all Swiss bank statements as far as I know that you have a month to query anything you think is wrong. After that, anything that's wrong is down to you. From my own bank statements:

UBS: "We would be grateful if you would check this account statement and inform us of any discrepancy within 4 weeks."

PostFinance: Please check the account statement. It will be deemed to be approved unless you indicate the contrary within 30 days."

So as you say, lesson learnt. Check your bank statements when they come in and not just when you feel like it.
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Old 28.07.2017, 09:51
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

I don't know about the OP but we get a letter from Credit Suisse once a quarter informing us that the quarterly fee for the package will taken from the account on a given date.
It is a seperate letter and the fee then shows up on the statement so normally the OP would have had two opportunities every quarter to notice the mistake.

It's hardly the bank's fault if the OP is too lazy to check his statements properly and they have been more generous than they had to be in refunding him all the fees for 2017 rather than just the last quarter.
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Old 28.07.2017, 10:12
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

Quote:
...
I'm not checking my bank account often and thoroughly, so I just noticed that last month.
....
So the bank is expected to check on literally millions of accounts for every permutation of possible/alleged overcharging just in case some folk can't be arsed to manage their money or accounts.

Why can't you be arsed to manage your money and accounts?

Why do you want to push the cost of this onto othercustomers: this is what you advocate for your neglect.

In other threads, can't be arsed to find out how blue zones works ahead of time https://www.englishforum.ch/daily-li...ml#post2693187
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Old 28.07.2017, 10:24
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

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For once I actually agree with you! Shock, horror!
You should read more of my posts
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Old 28.07.2017, 21:39
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Re: Charged wrong fees from Credit Suisse - They refuse to refund

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So the bank is expected to check on literally millions of accounts for every permutation of possible/alleged overcharging just in case some folk can't be arsed to manage their money or accounts.

Why can't you be arsed to manage your money and accounts?

Why do you want to push the cost of this onto othercustomers: this is what you advocate for your neglect.

In other threads, can't be arsed to find out how blue zones works ahead of time https://www.englishforum.ch/daily-li...ml#post2693187
wow! that just reminded why I don't participate in these forums more, these kind of posts are kind of common here!

Anyway, I'm not asking them to change the way they conduct business. The request is simple "fix the mistake you made"

Cheers
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