A Delayed Bank Transfer: Email Exchange

Why did Sarah Chen contact Meridian Financial customer services?

Her inter-bank transfer had not arrived within the agreed timeframeShe wanted to open a new account with Meridian FinancialShe had been charged an incorrect fee on her accountShe wished to upgrade to a premium account

Correct answer: Her inter-bank transfer had not arrived within the agreed timeframe

According to the terms of her account, inter-bank transfers should be completed within three to five business days.

TrueFalseNot Given

Correct answer: True

What reason does Meridian Financial give for the delay in Email 2?

The transfer was placed on an automated security holdA technical fault occurred in the banking systemThe destination account details were entered incorrectlyThe transfer request was received outside of business hours

Correct answer: The transfer was placed on an automated security hold

On 18 March, a helpline representative told Sarah Chen the transfer would be completed within 48 hours.

TrueFalseNot Given

Correct answer: True

What goodwill gesture does Meridian Financial offer in Email 2?

A credit of £50 applied to her accountA waiver of the transfer feeAn upgrade to a premium accountA formal written letter of apology by post

Correct answer: A credit of £50 applied to her account

Sarah Chen had previously made a complaint to the Financial Ombudsman Service about Meridian Financial.

TrueFalseNot Given

Correct answer: Not Given

What does Meridian Financial say it will do to prevent similar problems in the future?

Review its notification procedures so customers are informed when a hold is placedRemove the automated security hold system entirelyHire additional telephone helpline staffReduce the minimum transfer size that triggers a security check

Correct answer: Review its notification procedures so customers are informed when a hold is placed

Meridian Financial confirms the funds will reach Sarah Chen's destination account by close of business on the day of the reply.

TrueFalseNot Given

Correct answer: True

Why did Sarah Chen contact Meridian Financial customer services?

Correct answer: Her inter-bank transfer had not arrived within the agreed timeframe

According to the terms of her account, inter-bank transfers should be completed within three to five business days.

TrueFalseNot Given

Correct answer: True

What reason does Meridian Financial give for the delay in Email 2?

Correct answer: The transfer was placed on an automated security hold

On 18 March, a helpline representative told Sarah Chen the transfer would be completed within 48 hours.

TrueFalseNot Given

Correct answer: True

What goodwill gesture does Meridian Financial offer in Email 2?

A credit of £50 applied to her accountA waiver of the transfer feeAn upgrade to a premium accountA formal written letter of apology by post

Correct answer: A credit of £50 applied to her account

Sarah Chen had previously made a complaint to the Financial Ombudsman Service about Meridian Financial.

TrueFalseNot Given

Correct answer: Not Given

What does Meridian Financial say it will do to prevent similar problems in the future?

Correct answer: Review its notification procedures so customers are informed when a hold is placed

Meridian Financial confirms the funds will reach Sarah Chen's destination account by close of business on the day of the reply.

TrueFalseNot Given

Correct answer: True