Brian writes:

“On 30 May 2014, I transferred €580 into my Ulster Bank loan account leaving a debit balance of approximately €80. On 3 June 2014, Ulster Bank took a direct debit from my current account (circa €373), effectively putting my loan account into credit by approximately €290. Unfortunately, despite many attempts to contact Ulster Bank (23 – as outlined below), the funds have yet to be returned and the credit amount has now been with Ulster Bank for 6 weeks.
I have tried countless times to contact Ulster Bank over the last few weeks but have been unsuccessful in contacting them through their advertised help lines. I finally contacted an individual in Ulster Bank on 24 June 2014 who vaguely informed me that the funds would be returned within 10 days, this was not the case.
It took an astonishing 23 phone calls, 12 days and combined 2.5 hours on hold to finally contact an individual in Ulster Bank.
Calls to Ulster Bank (1850 201 210) – please note apart from the call on 24 June 2014 I never got through to an Ulster Bank representative and subsequently hung up each time. Furthermore, these calls were made from a recorded line, hence the accurate log below:
(1) 24/06/14 @ 16:34 (the only time I spoke to a Ulster Bank representative, had to call NI – call duration 26 mins after being on hold and transferred several times)
(2) 24/06/14 @ 13:14 (3mins on hold)
(3) 20/06/14 @ 16:20 (4mins on hold)
(4) 20/06/14 @ 13:45 (12mins on hold)
(5) 20/06/14 @ 09:53 (6mins on hold)
(6) 19/06/14 @ 15:33 (10mins on hold)
(7) 19/06/14 @ 13:18 (16mins on hold)
(8) 18/06/14 @ 16:48 (6mins on hold)
(9) 18/06/14 @ 14:14 (10mins on hold)
(10) 18/06/14 @ 11:02 (5mins on hold)
(11) 18/06/14 @ 09:16 (13mins on hold)
(12) 18/06/14 @ 08:34 (Line not open)
(13) 17/06/14 @ 16:55 (7mins on hold)
(14) 17/06/14 @ 16:43 (6mins on hold)
(15) 17/06/14 @ 16:20 (12mins on hold)
(16) 17/06/14 @ 14:37 (5mins on hold)
(17) 17/06/14 @ 13:47 (5mins on hold)
(18) 17/06/14 @ 13:27 (8mins on hold)
(19) 17/06/14 @ 13:17 (3mins on hold)
(20) 17/06/14 @ 13:02 (14mins on hold)
(21) 17/06/14 @ 12:54 (10mins on hold)
(22) 12/06/14 @ 15:08 (7mins on hold)
(23) 12/06/14 @ 15:05 (5mins on hold)

All I wanted was the return of my excess payment that I made into my loan account, and 6 weeks later Ulster Bank has still not returned the payment, despite assuring me they would on 24 June 2014. During the 6 weeks I have only received an acknowledgement of a complaint I lodged with Ulster Bank, no communication or confirmation in relation to my loan account, which is been in credit for 6 weeks. Unfortunately, Ulster Bank has left me with little option but to escalate this matter to ensure that, (a) my funds are returned ASAP and (b), to highlight the complete lack of customer care demonstrated by Ulster Bank….”

FIGHT!