Pearse Doherty (Donegal, Sinn Fein) | Oireachtas source

Numerous verbal and written complaints were lodged with the bank. Are the officials saying that it was the individual on the other end of the telephone call or the person who read the email who made the decision there and then? Did the bank staff refer to some type of operations manual or bank policy on this issue? I believe the bank made a deliberate decision to put customers who said they were caught in the so-called systems error automatically on the standard variable rate. If so, then the bank is wrong and does not have a leg to stand on.