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How Accurate are your banks telephone recolds / logs?

Posted by on in Bankers A Law Unto Themselves
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Why do Bank suggest that telephone calls are recorded ‘for training purposes’ ,
(and, by implication, only for such purposes) when those calls may, and have also be used as evidence?


The law requires, that Banker collections officers have to maintain accurate,
complete and up-to-date records and notes of all communicationswith you.

Collections entries often;

miss entirely vital information communications

miss quote vital information communications

make up vital information communications

What is your experience from looking at your Banks logs?

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  • doyla66
    doyla66 Wednesday, 14 November 2012

    The bank only produces the ones they want to produce. I know this because just recently they sent a supossedly complete history of my communication with the bank to FOS and there were huge gaps in the timeframe at exactly the incriminating times for the bank. For example I had a problem with the bank in 2008 that lasted three months and they only sent 16 entries to FOS for that year trying to make it look as though I had had no contact with them. I quickly pointed this out to FOS.

    Those logs can also be accessed and altered by database personel - anything in a computer can be changed especially by an organisation as big as a bank.

  • doyla66
    doyla66 Wednesday, 14 November 2012

    Correct Wilson. BEWARE: Banks deliberately change & omit details when it suits them. People MUST keep their own written notes when the bank phones them, who phoned, dates, times, & what was said.
    Quite often the bank caller will only give you their first name & not their surname,this is a DELIBERATE ploy to stop you from keeping records. Ask to know their surname, tell them that they please E-MAIL you. (They usually say that we don't normally do this - another deliberate ploy)- but tell them that you don't understand, so they NEED TO E-MAIL it through to you so you can understand it better!

  • doyla66
    doyla66 Wednesday, 14 November 2012

    NEVER give any information on the phone to banks that call you. Always ask them to e-mail you. The CBA phoned us a while back & tried to intimidate us demanding:
    "WHEN are you going to pay the arrears? What is the maximum you can pay?"
    The bankers bitch then threatened us with: " WHEN ARE YOU GIONG TO PUT YOPUR HOME ON THE MARKET?" "You have 2 options, pay the arrears in full or put your home on the market!"
    After getting over my initial shock, I asked her to e-mail me with those 2 options.
    Of course she would not.
    Don't worry, at the time we have recorded all of her threats and her name, her CBA title & she will be named in our written report to the police, for criminal, fraudulent activities.
    BANK BITCHES & accomplices - watch out - you're next! You may be the banks bitch now, but when you go to prison - watch out!

  • doyla66
    doyla66 Wednesday, 14 November 2012

    Hmmm....odds on those comments never appeared in your collection notes....
    ....ask to record the collections conversation for your records..... your read the riot act or they hang up...

    The bankers bitch then threatened us with: " WHEN ARE YOU GOING TO PUT YOUR HOME ON THE MARKET?" "You have 2 options, pay the arrears in full or put your home on the market!"

  • doyla66
    doyla66 Wednesday, 14 November 2012

    Hi Brian, i agree totally as bank bitches can be extremely coldhearted and intimidating as we experienced in 2009 when we knew so much less than we do now. We are so much wiser today thanks to BFCSA.
    Brian i'm interested to know how you recorded the banks conversation. Did you just take notes or was it an actual recording? Would be handy to know how you did it.

  • doyla66
    doyla66 Wednesday, 14 November 2012

    Hi Ali, I've done both, RECORDED it on the phone, and in written form, with dates & times. That way your phone records can confirm those times. Best way is just do not talk to them on the phone - at all. The bank has stopped calling me now, but that didn't stop them from sneakily phoning my wife the other day trying to catch her out, trying to get her to reveal both of our incomes for the past month! DELIBERATE ENTRAPMENT!

  • doyla66
    doyla66 Wednesday, 14 November 2012

    I refuse to talk to the bank on the phone now - everything in writing and I email it, fax it (with a confirmation notice) and I also send it as a resgistered letter. After a few days I contact Australia Post to see if the letter has been received. This may sound like overkill but the bank can argue that they didn't receive an email, the fax didn't go to the right department or some such thing but a registered letter has to be signed for by a human! I then copy everything and send it to FOS!

    The only one who gains from a telephone conversation is the bank or insurance company (just as bad)

    In the past three months the Bank has not responded to one of my letters, faxes or emails.......It's now starting to look ridiculous

  • doyla66
    doyla66 Wednesday, 14 November 2012

    I've refused to talk to a bank or any credit provider on the phone for quite some time. I need written information so I have time to read it or get someone to read it for me and interpret it so I know what to do next.
    Credit providers on the phone remind me of the old days when mobile phone companies would spruik a whole lot of information about caps, etc with the full on hard sell. They all refused to send the information for me to read. Consequently they never sold me a contract via the phone call and I wouldn't deal with a company who used hard sell or trickery anyway.
    Dumb question: Why do we have to put up with this kind of business conduct in Australia? Is there some Law or Regulation that would stop companies conducting business or collections activities on this basis? They treated me like I was a criminal and I resent that intensely, given that they were so obviously trying to cover up their own culpability.
    Situations like the call where they tried to trap Brian's wife should not happen ever. Their conduct is deplorable and low.
    Is our only way of driving back this stinking scourge of modern business to report them by name in capitals on BFCSA or other websites, use FB and Twitter, and make sure everyone knows who the dirty rotten scoundrels are?
    This "free market/personal choice/every man, woman and child for themselves" style of business discipline is fraught with dangers for so many unaware consumers who are regularly scammed by these dogs.
    Clearly ASIC are the lazy coots who can't be bothered doing their job properly and sit back and just let it happen then play policeman to the absolutely smallest degree they can get away with ... useless to the back teeth.

  • doyla66
    doyla66 Thursday, 15 November 2012

    I kept a diary with dates, times, names & general dot point notes on the context of the conversations. It didn't matter whether it was in person, in a 'meeting', via a phone call or an email or letter received. It was through this process I worked out I had 9 different Customer Relationship Managers with Bankwest (don't you just love the wank bingo naming conventions they come up with :D ). And this does NOT include any of the frontline staff at the branch we were told we had to go out of our way to deposit our banking! (Gosnells to Willetton? There are some real fruitloops in this banking world of today!)
    In the space of 12months, can someone please tell me how in the heck you are supposed to build a 'working' relationship with 9 different useless personnel? In each case I had to repeat where we were at (ie: bring the idiots up to speed) & then try to get over the next hurdle. There were some real grrr... moments with this lot. The times I have had to review those diaries does my head in. Man, reading those would do anybody's head in. Thinking about it gives me a headache. Bankwest = nutjobs :):D

  • doyla66
    doyla66 Friday, 16 November 2012

    Had yet another call from a CBA Banker yesterday. She said she was from CBA & she said she wanted personal banking info from me & I had to respond by 6pm without fail. I asked her what it was about & could she give me her surname, but she refused. She didn't like that at all. "I don't have to give you my surname." She angrily replied.
    I then requested that she e-mail me what it was they required. She angrily replied again: " I will not put anything in detail on an e-mail to you." Funny that!
    Yet, here was someone who I had never met, a perfect stranger, asking me to reveal personal bank details over the phone, on a hidden private number,, who refused to give me her surname, & refused to e-mail me! Hmmmmmmm!
    When I refused to discuss it by phone - she was very, very angry - but, yes she ended up e-mailing me. She will also be named in full in the fraud action.

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