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Help Point
Working hard to put things right
- As a result of technical issues that occurred between 19 June and the 6 July, some deposits or
payments on your account may have been delayed and not debited or credited on the correct day. - All transactions have been passed to your account but the delays may have caused overdraft fees, charges or interest to be incorrectly applied on your account.
- To take responsibility for the mistakes we made during our recent technical issues, we have now reimbursed any fees and charges and debit interest on our customers' current accounts where they have been incorrectly charged as a result of the incident.
We have promised that customers will not be permanently out of pocket as a result of this issue and we have refunded any charges or interest taken in error. We have also reimbursed the credit interest due on your account.
These corrections, for most customers, have happened automatically and you should see the correcting items on this or your next statement.
Before 19 June
All charges and interest incurred up until 19 June will apply as normal.
Between 19 June and 6 July
Treatment of Fees and Charges
- We have proactively reimbursed any fees and charges on our customers' current accounts where they have been incorrectly charged as a result of the incident.
- For example, an unarranged overdraft fee applied to your current account.
Treatment of Interest
- We have proactively credited any interest incurred (debit interest) or lost (credit interest) due to the incident on our customers' current accounts and savings accounts.
- For current and savings accounts - we have treated all credits to give you the maximum benefit over the incident period.
See examples.
After 6 July
Charges and interest are being applied as normal. However, if you believe you are still affected please contact us.
Resolving your problem
If you have an urgent enquiry, or want to make a complaint, please either:
Call us
Isle of Man : 01624 637290
Visit us in person - find your nearest branch.
Stay safe online
What should I do if someone asks me for my PIN or password?
Given the technical issues that we have been experiencing we would like to remind you about some security issues around your PIN and passwords. We will never contact you and ask you to provide your full PIN and password.
If you are in any doubt please contact us. More information is available from our Security Centre.
Other common questions
What do the corrections relate to?
We are correcting charges, fees and interest on affected customers accounts where we believe these were incorrectly incurred as a result of our technical issue. You should see any correcting items on your bank statement.
Debit interest
We have refunded any debit interest incurred due to the incident on our customers' current accounts and savings accounts. You should see a separate transaction on your bank statement with the following reference: DEBIT INT REFUND.
Fees & charges
Any fees & charges incurred due to the incident have been refunded. You should see a separate transaction on your bank statement with the following reference: UNARR OD REFUND or RETND ITEM REFUND.
Credit interest
On your Sterling current and savings accounts: any credit interest lost due to the incident has been refunded and will be included with the next interest payment.
On your multi-currency accounts: unique transactions may appear on your bank statement on 25th September with the following reference: RE SYSTEM ISSUE. These transactions will correct the calculation of your interest to ensure that you are not left at a disadvantage following our system issue.
If you need to speak to someone about the corrections on your account please contact us.
When will the corrections start to apply?
We started to make automatic corrections to impacted customers' accounts from 17 July 2012.
Why have you made the corrections before providing me with details of how this applies to me?
In order to ensure no customers are further out of pocket, we applied the corrections to accounts as soon as possible. You should see any correcting items on your bank statement:
Debit interest
We have refunded any debit interest incurred due to the incident on our customers' current accounts and savings accounts. You should see a separate transaction on your bank statement with the following reference: DEBIT INT REFUND.
Fees & charges
Any fees & charges incurred due to the incident have been refunded. You should see a separate transaction on your bank statement with the following reference: UNARR OD REFUND or RETND ITEM REFUND.
Credit interest
On your Sterling current and savings accounts: any credit interest lost due to the incident has been refunded and will be included with the next interest payment.
On your multi-currency accounts: unique transactions may appear on your bank statement on 25th September with the following reference: RE SYSTEM ISSUE. These transactions will correct the calculation of your interest to ensure that you are not left at a disadvantage following our system issue.
Bank statements and transactions explained - a guide to what’s on your statement
Your statement is a record of all money going into and coming out of your account over a period of time. You can access your statements online, via our Mobile Banking app or on paper.
Your statement will show your balance at a given time and the money you have available to take out of the account. Some of the other things you should see on your statement are:
Funds going out (debits)
- Payments made by using your debit card in a shop
- Regular payments such as Direct Debits and Standing Orders
- Online payments
Funds coming in (credits)
- Your salary
- Funds paid in at a branch counter
- Money paid into an in-branch deposit machine (Cash Deposit Machine)
Payments
The majority of payments will normally be processed without delay. However, transactions considered unusual to the normal operation of your account will be referred for further investigation. If this occurs the payment will not be sent until the investigation has been completed.
Statement references
A reference is placed against most transactions on your statement. These references can sometimes be confusing.
If you make a payment or transfer online or over the phone you will see a unique call reference on your statement next to the transaction.
Online and Mobile Banking app statements
Statements shown online may differ slightly to those shown in our Mobile banking app - in general more information is presented in the online version.
Your 'statement' in our Mobile Banking app shows the last 6 transactions for each account.
In Online Banking you can also see this 'mini statement' view as well as being able to see and search statements and transactions going back up to 7 years.
Paper statements
If you want to receive paper statements you can request this through Online Banking, over the phone or in branch free of charge. In Online Banking you can also choose to receive paper statements regularly.
Will I be charged?
We will ensure that no customers will be permanently out of pocket as a result of this problem.
Will my credit rating be impacted?
The majority of our customers will be unaffected. However, we are working closely with the Credit Reference Agencies to ensure that no customer's credit rating is permanently affected as a result of the recent technical problems.
Where we identify affected customers, we will write to tell them giving details of how to access and check their credit reports free of charge.
Where our error has adversely affected any accounts held with another organisation we will provide the customer with a written explanation to help other organisations amend their records.
How do I make a complaint?
You can make a complaint by completing the following online form.
I'm not a Isle of Man Bank customer but I've been impacted?
We recognise this issue has impacted more than just our own customers for which we apologise. In the first instance we recommend you contact your bank to let them know what's happened. They will be able to advise how they can help.
Examples
Current and Savings accounts
Example 1: If the account was already in credit and an additional credit would have been applied to the account on 23 June, interest has been paid in respect of this credit from the 19 June.
Example 2: If the account was overdrawn and the credit should have arrived on 23 June, the incurred interest relating to this delay will be refunded.
Example 3: If you were affected by a delayed credit being applied to your current account, and you made transfers out from your savings account during the incident period, interest has been paid assuming that those funds were generating interest in your savings account until the end of the system issues.
Examples
When a standing order or Direct Debit is claimed from your account, your balance and available funds will be reduced by the amount of the claim.
If your regular payment is due to be paid on a Monday, your balance and available funds are usually reduced by the amount of the transaction on the previous Saturday morning.
In online banking the transaction will appear as “Standing order” or “Direct debit” on your Account Summary mini-statement.
More information is shown in your full statement within the service e.g. MUNDUS CLEANING, FP 26/06/12 30, 33041853145939000R.
Displaying online payments
If you make a one-off, online payment to another person or a company, your balance and available balance are usually updated instantly. Your payment will usually reach the recipient within 2 hours.
If the payment is made after 6:30pm, the payment will appear to be made on the following day but your balance and available balance are usually reduced immediately.
The payment will usually appear on your statement as “CALL REF.NO.XXXX” where XXXX is a unique number that identifies your online banking session. Once our systems complete their processing – usually overnight - a full description will be displayed on your statement as well as the original call reference number.
Displaying fees and charges
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Displaying fees and charges
Most salary payments are made automatically (using a ‘faster payment’) and should appear instantly in your account.
Displaying funds paid in at a branch counter
If you pay in cash, it is immediately reflected in your balance and available funds. This will appear as a “Teller transaction” on your mini-statement. The sort code of the branch you used will also be displayed in full online statements on the following business day.
If you pay in a cheque, it will appear in your balance on the following day but your available funds are not increased until the cheque is cleared. This usually takes 3 days.
Cheques can be returned unpaid, so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases, because cheques may still come back unpaid after this time, it may take up to five working days for a cheque to clear and postal delays can extend this period further.
Viewing money paid into an in-branch deposit machine
If you pay in cash, it is usually reflected in your balance and available funds straight away. This will appear as “CDM [sort code] date/time” on your mini-statement.
If you pay in a cheque, it will appear in your balance on the following day but your available funds are not increased until the cheque is cleared. This usually takes 3 days which is no longer than if you paid in at a branch counter.
Cheques can be returned unpaid, so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases, because cheques may still come back unpaid after this time, it may take up to five working days for a cheque to clear and postal delays can extend this period further.
Due to the recent technical issues CDM transactions are taking a day longer than they would normally.
Mini statements
The mini-statement shown on the Account Summary page of Online Banking displays the last 6 transactions on your account. Each transaction has a basic description against it to give you an indication of what the transaction was for.
You can however see a full description of the transactions by viewing your bank statement. To view your statement you can either select the ‘View full statement’ button under your mini-statement or by selecting ‘Statements’ from the main menu followed by ‘View transactions’.
Top Tip: If you hover your mouse cursor over the transaction on your mini-statement a more complete description will be displayed as a tool tip if it’s available.
What do the abbreviations on my statement mean?
A reference is placed against most transactions shown on your statement.
These are the most common references you are likely to see along with an explanation of what they mean.
| What’s displayed | What it stands for | What it means |
|---|---|---|
| ATM | Automated Teller (Cash) Machine | A cash dispenser or cash machine transaction |
| BAC | Automated Credit | Deposit cash or cheque over the branch counter with your pay in book |
| BGC | Bank Giro Credit | Deposit cash or cheque over the branch counter with your pay in book |
| BSP | Branch Single Payment | Bill or third party payment made within branch |
| CDM | Cash & Deposit Machine | Cash & Deposit Machine's are advanced ATMs which can be used to process pay-ins, bill payment sand withdrawals, as well as cash withdrawals |
| Charge | Previously displayed as CHG | Debited against your account |
| CHP | Payment by CHAPS transfer | Electronic transfer for large payments between accounts sent and received on the same day i.e. mortgage settlement |
| CHQ | Payment by CHAPS transfer | Electronic transfer for large payments between accounts sent and received on the same day i.e. mortgage settlement |
| CHQ | Cheque | A document that orders the payment of money from a bank account to another person or organisation |
| CUI | Centralised Unpaid In (Unpaid Cheque) | Transaction on your account which relates to an unpaid cheque |
| CWP | Cold Weather Payment | Deposit into your account by the Government to cover cold weather payments |
| D/D | Direct Debit | A regular payment of a variable amount from your account to a third party or company |
| DIV | Dividend | An electronic credit to your account from shares held by you |
| DR | Account Overdrawn or Debit Item | An indicator on your statement to show that your balance is less than zero |
| DWP | Department for Work and Pensions | Deposit into your account by the Department for Work and Pensions |
| ERTF | Exchange Rate Transaction Fee | Debit related to the use of your debit card at an ATM or POS outside the United Kingdom |
| IBP | Inter-Branch Payment | Transfer of money between accounts at different branches |
| INT | Interest | or debit on your account associated to interest earned or incurred on your balance |
| ITL | International | Transfer of money from your account to an account outside the United Kingdom |
| NDC | Non Dividend Counterfoil | A credit to your account from shares held by you |
| OTR | Online Banking Transaction | Transaction carried out by using Online Banking |
| POC | Post Office Counters | A transaction carried out over a Post Office counter |
| POS | Point of Sale/Debit Card Transaction | A purchase made with your debit card e.g. within a retailer or online |
| S/O | Standing Order | A regular payment of a fixed amount from your account to another account, a third party or company |
| SBT | Screen Based Transaction | A transaction processed by the branch on your behalf |
| TEL | Telephone Banking | A transaction carried out using telephone banking |
| TFR | Transfer | Transfer of money between accounts |
| TLR | Teller Transaction | A transaction carried out using branch banking |
’CALL REF NO.’
If you make a payment or transfer using online or telephone banking a unique CALL REF.NO.XXXX is assigned to all the transactions made during that session.
When an online or telephone banking transaction is initially debited from your account the call reference number will show as the transaction description on your statement. Once our systems complete processing of the transaction a full description will be displayed on your statement as well as the call reference number. The full description for these transactions is normally available by the next working day.
You may notice some call ref numbers showing as 0000, the CALL REF.NO. 0000 is a Transfer/Payment made using our mobile banking app.
