Problems with NatWest, advice please?

littlewren

Two weeks ago I deposited two cheques with NatWest, along with some cash and asked for a receipt. When I checked my online account, I noticed that the cash had been accounted for but not the cheques. I didn't worry as I know it takes a few days for a cheque to clear.

Then I received a letter from NatWest to say that they had changed the amount in my bank account as they had wrongly credited me (or words to that account).

I didn't have a clue what they meant, but presumed it related to the missing credit in my account.

Then, following the worry about the computer that was sold on Ebay with customer's data on it, I phoned NatWest who put me through to their fraud team and they advised me to put a stop on the account, which I did.

Today I went into the branch to try and sort out my account, re-open it or whatever. I was told that it would be safe to re-open my account (I just hope they're right!) which I did there and then.

I also asked about the letter I'd received and the missing credit, which amounts to £227.50.

After checking with the cashier, apparently they sent the cheque off, but now it can't be found, so they won't add the amount to my account until it is found. I asked 'what if it isn't found? Would I have to ask for another cheque?' and was told 'yes.'

This cheque was a refund from a conveyancing solicitor when my house sale & purchase fell through recently and it was like trying to get blood out of a stone to get that back.

Now, if NatWest have lost the cheque, I will have a real problem trying to get another one.

Has anyone else had a similar thing happen to them? Can I ask for compensation of any kind from NatWest or is this unrealistic? I'm so annoyed with NatWest at the moment, firstly the computer with thousands of customer's details sold on Ebay, meaning I had to freeze my account (and 3 direct debits would have been declined in the meantime) and now they lose a cheque I put in, both in the same week.

Any advice would be welcome, many thanks.

Carrie

~Beanie~

I don't understand why you had to freeze your account due to the EBay laptop episode?

Anyway back to the question, unfortunately occasionally cheques paid on over the counter do get lost. When that happens the Bank will ask you to get another cheque from the drawer - your solicitor. If being £227 short has inconvenienced you and left you short (it would me!) then I thnk that you are entitled to ask for compensation. I doubt you will get very much though.

For the EBay thing, I don't think you are entitled to any compensation.

Thomas_Crown

littlewren wrote: »

Two weeks ago I deposited two cheques with NatWest, along with some cash and asked for a receipt. When I checked my online account, I noticed that the cash had been accounted for but not the cheques. I didn't worry as I know it takes a few days for a cheque to clear.



I also asked about the letter I'd received and the missing credit, which amounts to £227.50.

After checking with the cashier, apparently they sent the cheque off

This cheque was a refund from a conveyancing solicitor

Now, if NatWest have lost the cheque

You intially refer to depositing 2 cheques & some cash. Then you say that ''the cheques'' have not been accounted for. Then 3 times in your post you refer to ''the/this cheque'' ie. the refund from the conveyancing solicitor.

Have both cheques gone missing or just the solicitors cheque?

littlewren

~Beanie~ wrote: »

I don't understand why you had to freeze your account due to the EBay laptop episode?

Anyway back to the question, unfortunately occasionally cheques paid on over the counter do get lost. When that happens the Bank will ask you to get another cheque from the drawer - your solicitor. If being £227 short has inconvenienced you and left you short (it would me!) then I thnk that you are entitled to ask for compensation. I doubt you will get very much though.

For the EBay thing, I don't think you are entitled to any compensation.

Re the Ebay laptop episode, I contacted Nat West for advice, they put me through to their fraud team and I was told it would be advisable to freeze my account to stop any possible fraudulent activity, until they had details as to which accounts could be affected. So I did there and then.

Yes, the £227 has left me short and also it means that as I had to chase up my solicitor for the original cheque, it could mean quite a few high rate phone calls to try and get another, as I have phoned them in the past about other things and the promised call-backs never came. Plus he would need to pay £5 to have the other cheque stopped. All this is really inconvenient and as I have been under quite a bit of stress recently with a house move that has been going on for 2 years and recently collapsed, I really could do without this.

littlewren

Thomas_Crown wrote: »

You intially refer to depositing 2 cheques & some cash. Then you say that ''the cheques'' have not been accounted for. Then 3 times in your post you refer to ''the/this cheque'' ie. the refund from the conveyancing solicitor.

Have both cheques gone missing or just the solicitors cheque?

Sorry, I typed it in a rush. I deposited two cheques plus some cash, but only one cheque has gone missing - the solicitor's cheque. The other cheque, which went through ok, has banked fine, so has the cash.

Nat West told me when I went into the branch on Friday that they would ring me to keep me updated, but I haven't heard anything as yet.

And another annoying thing is that when I ring my local bank number - an 0845 number - I have to let it ring no more than 4 times or it will go through to the central Nat West department, who apparently can't tell me anything. I have been ringing and ringing and not letting it ring more than 4 times but no-one is answering.

~Beanie~

I still find it strange that they advised you to freeze your bank account - I'm not doubting that they advised you to do it, I just didn't think they would tell customers to do this unless there was evidence that the particular account was at risk. Imagine the work they would have caused themselves if every NatWest customer froze their account!

I would definately keep a note of all the phonecalls etc and at the very least they should compensate you for those, also for the cost of stopping the cheque (they don't know that your Solicitor hasn't passed the £5 charge on to you).

Re phoning a local branch, it is all very well NatWest advertising that you can now have a telephone number for your local branch but unfortunately it seems that they forgot to provide enough staff to actually answer the phone when it rings!! All staff have been cut to the bare minimum and those that are there are probably trying to sell stuff to customers.

pam0

If u contact ur branch, prob best popping in and speaking to whoever was dealing with initial lost chq prob, let them know ur solicitor has charged u for stopping the chq and the numerous phone calls u have had to make they can reimburse u. the branch can only authorise a max of £50 but this shouldnt be a prob. If u have incurred any unpaid fees which wouldnt have happened had the chq been deposited and clear the will normally refund these to. once the chq has left the branch they never see it again and chances are it wont be found, easier and quicker to get another chq issued.

If u are still having probs speak to the assistant manager.

Richard019

I had something similar happen when cashing a cheque from my mum, somehow NatWest managed to pay it into their credit card section instead of my current account (I did have a credit card with them but that's no excuse when I gave them my debit card). Fortunately I had a receipt from doing it over the counter, because they'd already taken the money from my mum's account.

Potentially the same thing has happened here, so assuming it doesn't turn up how can NatWest expect OP to get another copy of the cheque from the solicitors? They'll just look at their records, see that it's been cashed and refuse to write another.