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Payment Text Alerts

Between February 2018 and December 2019 we sent texts asking customers with overdrafts to top up their balance if it couldn’t cover the payments due to leave their accounts. These texts weren’t quite correct, and our customers were affected by this – so now we’re putting this right.

What happened?

These texts should have made clear that, if the account wasn’t topped up, there would be a charge for each payment due. Also, they should have been sent by 10am, and we’ve realised that in a few cases this didn’t happen.

Each payment due was charged at £10, with a maximum of £60 being charged in any month.

Who did this affect?

Metro Bank customers who held a personal current account at some time between February 2018 and December 2019, and had their accounts charged for unpaid items during this period.

Are you refunding customers?

Yes. As this was our mistake, we are going to refund any charges paid covering the period from February 2018 to December 2019. To say sorry, we’ve also added interest at 8% per year, from the date each charge was taken to the date we credit each customer’s account.

If you have more than one account that was affected, we will send you a separate letter and a refund for each one.

What do I need to do if I think I was affected?

You don’t need to do anything. We’ve identified all the accounts that were affected, and are getting in touch with all customers with one of these accounts by e-mail or letter.

If you haven’t received anything by 30 June 2020, but think you may have been affected, please call us on 0345 450 3257. Our colleagues will be able to check and advise you on what to do next. They will only be able to deal with questions about the refund of charges.

See through the fraudsters

If someone contacts you claiming to be from Metro Bank – or another bank or organisation – and asks you for your account details to send you a refund, it’s a scam. If this happens, please call us straightaway on 0345 08 08 500.

How do I contact you if I have any questions about the communication I’ve received about this?

Please call us on 0345 450 3257. Our colleagues will be able to check and advise you on what to do next. They will only be able to deal with questions about the refund of charges.

David Thomasson, Chief Commercial Officer at Metro Bank, says: “We are very sorry that we didn’t include all the information we should have done on our overdraft text alerts, and that on certain occasions some customers did not receive these alerts before 10am as they should have done. This isn't the level of service that we pride ourselves on providing and we are now contacting any customers who have been impacted to put things right for them as quickly as possible.”