Requesting a Phone Recording from a Financial Institution

Superkid on 01/03/2023 - 11:49

Hi all and thx in advance for any help.

I am in dispute with my credit card company.

I was provided with information over the phone by an employee of the credit card company, and the company has now reneged on the statements made by their staff member.
I have requested a copy of the phone recordings in order to confirm the specifics of the advice originally given, several times over 3 months, and the credit card company has yet to send it through to me.

What legislation covers requesting calls from financial institutions?

Are there any requirements on the length of time a company would have to deny or fulfil my request?

any general advice?

Thanks all

Financial

Comments

  • Zapwap on 03/03/2023 - 09:16

    Why the CC company is refusing to cover, that should be the concern. If they believe somehow you're behind this, they may refuse it. But that doesn't mean they are right, if you strongly believe it's a fraud keep hanging and they will refund in full

    • gromit on 04/03/2023 - 08:53

      It sounds like he has been caught out somehow as rather than focus on the reason for rejection he is looking to get information that they made a commitment to fix it regardless of his at fault behaviour. pure speculation but given he has carefully avoided mentioning why the claim was refused and isn't challenging that I reckon it is a probable scenario.

  • yamahamoto on 03/03/2023 - 10:47

    Not financial institution but I once asked Vicroads to review a phone call I made to them in regard to my cars registration. They did and it went to my favour.

  • Weezle on 03/03/2023 - 13:02

    Just mention to them you will be lodging an AFCA complaint.

    Watch them magically solve your problem before you do that.

  • pndl on 05/03/2023 - 11:24

    No entitlement to calls unless you sue them and apply for a summons.
    Simpler way is to start with an AFCA complaint, typically a senior employee will review the call.

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