Question:
An unauthorized debit order has been running off my 16-year-old's account that my late mother set up. ABSA allowed the debit, Liberty Life took the money and paid someone else?s policy for many years. I am fighting with Liberty Life to get the money back.

Who should be held responsible? I want to report this to the Banking Ombudsman.

Answer:
If you are unhappy with the outcome of a complaint with your bank then you can contact the Ombudsman for Banking Services. This independent body acts as an impartial mediator for unresolved complaints between a client and his or her bank. The Ombudsman's role involves investigating complaints by members of the public, mediating between the parties in the dispute and, where mediation is unsuccessful, drafting a settlement and recommendations. There is no charge to clients for this service.

When lodging a complaint with the Ombudsman, note the following:

• The complaint must be in writing;

• The complaint must have been formally lodged with your bank and the client (you) must be unhappy with the response;

• Your bank?s official complaint reference number must be quoted as evidence that the complaint has been lodged; and

• Your full contact details must be supplied.

Ombudsman for Banking Services
Telephone: 0860 800 900 / 011 838 0035
Fax: 011 838 0043
Email: info@obssa.co.za Website: www.obssa.co.za