Natwest unautherised overdraft

ella2ethan1

Hiya DH has just phoned to tell me that his account was 4p overdrawn and natwest have charged him £28.00 Is that right? Can they charge so much for so little? It is the first time he has been overdrawn in 5 years!!!:mad:

Thanx Sarah

nickmack

ella2ethan1 wrote: »

Hiya DH has just phoned to tell me that his account was 4p overdrawn and natwest have charged him £28.00 Is that right? Can they charge so much for so little? It is the first time he has been overdrawn in 5 years!!!

If it's the first time, a phone call could well see the charge refunded as a 'gesture of goodwill'. Failing that, please read Martin's guide in my signature.

JaRocks28

Natwest do not offer GOGW.
Their bank policy is, "We don't look to refund unless a bank error"
Despite the amount, even if it was 1p they would still charge £28!!
As expensive as this may seem, the charge is there as a deterrant, to stop the customer being overdrawn again.

natweststaffmember

That is correct. Unfortunately there is overlimit buffer but if it had been sorted out the same day it had happened you may well have not been charged. As Nickmack has said, you need to start the process. NatWest policy is no bank error, no refund.

nickmack

natweststaffmember wrote: »

NatWest policy is no bank error, no refund.

Is this a recent change? I called about 6 months ago to ask if they could reverse a bank charge that was brought about by my error. They did it on the phone with no argument, I'd never incurred a charge on that account before.

natweststaffmember

Nickmack, off the record I would say more, on the record the policy is investigate, explain, decide and make sure the customer is aware of it. To translate that, it means, investigate if the bank is in anyway at fault, explain why the charge has been made and to try to explain how not to incur them in the future. If No bank error then decline it. Tell the customer normally in writing. Nick, there was a little culture of first charge refund but now there has to be a specific reason for doing so. It is still possible but it is unlikely.

nickmack

natweststaffmember wrote: »

Nickmack, off the record I would say more.

Interesting, it sounds like they've taken away some of the discretion of the front line staff.