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QUESTION TONY: We waited two weeks for Morrison’s order before RBS blocked it

My wife and I received a message from our bank that an ‘unusual’ payment request had been made to our account and that it had refused to pay.

Morrisons paid for a home delivery that we had been waiting for over two weeks.

Presumably Morrisons put our things back on the shelf, and now we’re in the back of the line.

Two older readers, who isolate themselves during the coronavirus pandemic, saw a home delivery order they relied on being canceled by their bank, marking it as 'unusual'

Two older readers, who isolate themselves during the coronavirus pandemic, saw a home delivery order they relied on being canceled by their bank, marking it as ‘unusual’

We are in our 70s and my wife has chronic obstructive pulmonary disease (COPD), a lung disease that causes breathing difficulties.

She is one of those most at risk when it comes to the coronavirus so we can’t go to the stores.

The payment was not for the purchase of race camels in Dubai, but for Morrisons, for God’s sake. Thank you very much RBS!

M. S., Derbyshire

Like you, I’m baffled that an online transaction to a supermarket that is a household name can currently be classified as ‘unusual’ and blocked.

Did no one at the bank have the sense to adjust the fraud detection systems to take into account that people are shopping online for the first time in the supermarket?

But if blocking your transaction was stupid, RBS’s response is contemptuous.

It has attempted to divert the debt to Morrisons, noting that the store canceled delivery, not RBS.

It was canceled, of course – because RBS wouldn’t pay for it. Morrisons asked for payment around midnight.

Two minutes later, RBS sent you a text message saying the transaction looked unusual. But you were asleep, and by the time you saw the text, the damage had already been done.

RBS has now called you to apologize, but words are simple: no action has been taken to rectify the situation. I called Morrisons to see if it could help, but unfortunately it did nothing.

Supermarkets may be busy, but they claim to prioritize vulnerable customers. Fortunately, you tell me that you live in an area with a lot of community spirit and two local shops, so you won’t go hungry.

But your letter has led me to wonder how many others who have tried shopping online for the first time have seen their banks sabotage their efforts.

You have YOUR voice

Money Mail receives hundreds of your letters and emails about our stories every week. Here are some about our article on whether to apply for a mortgage vacation.

Just make sure you don’t forget to pay at the end of the “vacation,” which includes the interest you’ve accrued over the period you didn’t pay your mortgage.

M. C., London.

People with mortgages today don’t realize how lucky they are with such low rates. In the mid-1980s, interest rates went up to 16 percent, paralyzing many homeowners.

D. D., Lancaster.

We saved the banks in 2008, now it’s their turn to suspend loans and mortgage payments to help ordinary people and businesses. We do not have to repay interest.

B. C., Weymouth.

I was on hold at my mortgage lender for over an hour on Monday, and I emailed twice asking about a mortgage vacation.

I had no response, but my provider took my mortgage payment as usual yesterday.

V. P., Chelmsford.

Take a mortgage vacation only if you really can’t afford it.

Think carefully about whether you want to take one now – you may need more later in the year.

T. A., Falkirk.

In my opinion, all municipal taxes, rents, and mortgage payments should be frozen without fines for three months.

T. C., Skegness.

My house is locked because I live with a vulnerable cancer patient.

I tried to apply for a mortgage vacation but was told to go through the same application process every month to keep it going.

C. P., London.

I sent a check to HMRC on April 11 last year for the tax I owed. In June I received a letter asking me to pay the bill.

I called HMRC and was told the check was lost but it would be found and assigned to my account.

In September I received a request to complete a self-assessment form. My daughter spoke to HMRC for me (I am 80 years old and disabled) and we were told to fill out and return the form.

I did this and got another question for £ 284. My daughter called again and was told to transfer the money to the account and that it would be in January.

In November I received another self-assessment statement asking for payment. My daughter called HMRC and was told to call back on January 15.

I have proof from my bank that the check has been cashed. When my daughter called HMRC on January 15, she gave all the details about the check.

The advisor told her to call back in March, because hopefully it would have been settled by then.

W. L., Liverpool.

This is unforgivable. I don’t care how busy HMRC claims to be, it shouldn’t take 11 months to reconcile a check that has already been cashed.

You and your daughter have wasted hours and a lot of stress during this episode. HMRC has finally solved this problem.

A spokesperson told me, “We apologize for the concerns and inconvenience caused by the delay in tracking down Mr. L.’s payment.

“We have solved the problem and will contact him to explain what happened.”


Last July, I tried to use my cell phone and was surprised to find a message saying “Invalid Sim”.

I contacted Virgin and was told that the Sim was turned off, probably due to a lack of usage, and that I had no credit, which was not true.

I visited a Virgin store where I was told I had a £ 29.73 credit, the most recent top up was £ 10 on March 31, 2019, for which I still had the receipt.

The store called Customer Service, who said nothing can be done to restore the Sim or refund the credit.

G. S., Somerset.

If you do not use your Sim for a long time, your mobile phone company will usually deactivate it.

Virgin Media does this after 90 days. To get around this, send a text message once a month to keep your account up and running.

As for your credit, it looks like Virgin is swallowing the policy when you are not using it. A Virgin spokesperson says, “Mr S’s Sim has been deactivated because it has not been used for 90 days to make calls or send text messages.

“We are sorry, however, for the time it will take to respond and we have credited him with the remaining balance on the card.

He also receives a gesture of goodwill. The £ 29.73 credit was transferred to your wife’s Sim and Virgin deposited £ 30 into your bank account.

  • We love hearing from our loyal readers, so in this challenging time ask us to write to us by email whenever possible as we won’t pick up letters sent to our mailing address as often as usual. You can write to: asktony @ dailymail.co.uk or, if you prefer, Ask Tony, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT – please include your daytime telephone number, postal address and a separate note addressed to the offensive organization that allowed them to speak to Tony Hazell. We are sorry that we cannot respond to individual letters. Please do not send original documents, we cannot take responsibility for that. The Daily Mail cannot accept legal responsibility for given answers

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