Can Anyone Help Or Tell Me What I Can Do

jj33_2

Hi All

Have Had A Bit Of A Problem With Natwest As They Have Charged Me £300 In One Week. After Looking At My Account I Can See What Has Gone Wrong As I Went Online Over Xmas To Check My Account And It Was Telling Me I Had Money When I Didnt. I Tried To Explain To Natwest That When I Use My Debit Card It Has Always Declined Payment When I Use It Online If No Money Was There. Also I Said Without Me Checking Every Transaction I Was Going On The Information They Was Providing Which Told Me I Had Funds. My Account Was Quickly Brought Up To Date To Put Back In The Money I Had Used But Yet They Have Still Charged Me. I Also Had Proof As I Take A Screen Shot Sometimes Of My Account And Save It To My Emails And The Strange Thing Is The Dates It Said I Used The Card No Longer Appear When I Go And Look Online Now?

I Dont Think I Should Have To Pay These Charges Considering I Go On What Information They Provide, Am I Right To Defend This Or Should I Just Pay It?

Thank You

natweststaffmember

jj33 wrote: »

Hi All

Have Had A Bit Of A Problem With Natwest As They Have Charged Me £300 In One Week. After Looking At My Account I Can See What Has Gone Wrong As I Went Online Over Xmas To Check My Account And It Was Telling Me I Had Money When I Didnt. I Tried To Explain To Natwest That When I Use My Debit Card It Has Always Declined Payment When I Use It Online If No Money Was There. Also I Said Without Me Checking Every Transaction I Was Going On The Information They Was Providing Which Told Me I Had Funds. My Account Was Quickly Brought Up To Date To Put Back In The Money I Had Used But Yet They Have Still Charged Me. I Also Had Proof As I Take A Screen Shot Sometimes Of My Account And Save It To My Emails And The Strange Thing Is The Dates It Said I Used The Card No Longer Appear When I Go And Look Online Now?

I Dont Think I Should Have To Pay These Charges Considering I Go On What Information They Provide, Am I Right To Defend This Or Should I Just Pay It?

Thank You

You need to read Martin's Guide to reclaiming your charges back.

jj33_2

Hi Thank You For Your Reply I Will Do That But Do You Think I Will Have To Wait For A Refund As Natwest Account Showed I Had Money In When I Didnt. If I Try To Use My Card When I Have No Money In It It Gets Declined. Also On My Online Account The Dates Have All Changed From When I Actually Used My Card. I Know Sometimes There Can Be A Delay But Surly Customers Rely On What Information It Says On Thee Account. And Without Checking Every Transaction You Do You Just Look At Your Balance As I Did So I Used Money That It Said I Had But I Didnt. This Has All Been Paid Back But Now Charged Nearly £300 Pound. Ihave Proof That The Online System Has Changed All Its Dates As I Take Regular Screen Shots And Keep Them In My Email Account To Look At Sometimes?

natweststaffmember

jj33 wrote: »

Hi Thank You For Your Reply I Will Do That But Do You Think I Will Have To Wait For A Refund As Natwest Account Showed I Had Money In When I Didnt. If I Try To Use My Card When I Have No Money In It It Gets Declined. Also On My Online Account The Dates Have All Changed From When I Actually Used My Card. I Know Sometimes There Can Be A Delay But Surly Customers Rely On What Information It Says On Thee Account. And Without Checking Every Transaction You Do You Just Look At Your Balance As I Did So I Used Money That It Said I Had But I Didnt. This Has All Been Paid Back But Now Charged Nearly £300 Pound. Ihave Proof That The Online System Has Changed All Its Dates As I Take Regular Screen Shots And Keep Them In My Email Account To Look At Sometimes?

I think you have your caps lock on. On the internet that is assumed to be shouting.
You need to keep your own running total of what you spend in my opinion. Unfortunately, some retailers will authorise a transaction without asking for whether there are funds in the account or not. That mens you incur bank charges as a consequence. Start the process off and I would say perhaps, keep a book of all transactions you make with your card and cross them out when they come out of your account because clearly the current system you are using isn't working.
Start reading Martin's Guide to reclaiming bank charges and start a claim.

ILW

Your online statements do not say whether funds are cleared are not. Many receipts can take up to 5 days. If you draw against uncleard funds you will get charged. It is up to you to make sure you have sufficient CLEARED funds BEFORE using your card.

jj33_2

Thank you for getting back but just to confirm i did not have anything else coming out of my account. I used my debit card online and everytime i do it comes out of my account straight away. I have proof that the online system was saying one thing one day with dates saying i uesed the card on the 2nd to the 4th of January stating my transactions. The next time i log in they have been complete wiped and now skip from the 31st December till the 6th January. My point is i new after that i had used money that was not mine even though it said i was in balance, i made sure straight away this was covered but because they have cut them five days out they have charged me for each transaction nearly £300 which is not on. I have sent them two letteres called my local branch 4 times was told someone would get back to me. Also tow letters i sent special delivery and were siigned for the branch denied they got them even though i got a name and signature from the Royal Mail website. Even left a message on the online system and no reply. Spoke to customer complaints yesterday again got nowhere as they will not give out any head office numbers etc just told me to rwrite in. Do not see why i should have to put myself through the stress of it all when i have sent them proof. Have now decided to stop using Natwest i am sorry to say it has been one of the worst companies i have ever dealt with, i will join another bank and then start the process of putting that account back in balance as it does not have an overdraft the reason they wont close it is because the charges put me in the minus. Sorry to sound selfish but that's there problem now.

IcklePickle_2

You need to be careful here. If you leave the account overdrawn and don't pay any money in regularly, it's likely the bank will cancel your overdraft facility and demand repayment of the overdrawn amount. If you then don't pay, they will record a bad mark against your credit file and this will be there for years to come and could affect future applications for bank accounts / credit cards.

The credit rating system doesn't care what issues you've had with the bank - it's an automated system and once a mark has been made it's almost impossible to remove.

It might be better to repay the money to Natwest and then reclaim the charges using Martin's templates. You won't get the money anytime soon (unless you can prove financial hardship) but at least your credit file won't be affected.

jj33_2

I do understand thank you for that but if i let my wages go in as normal this month i will be £300 short for the charges they have taken then it will have a knock on as i will then not be able to pay everything else like my morgatge etc. Ireally can not afford to wiat to get the £300 back. I just feel totally let down by Natwest and the serivce they provide i have already lost my trust in them and fel i should not have to wait that long when i have provided proof. I will submit all my information to the financial-ombudsman and hopefully they will get to the bottom of it.

Thank you all for you replies.

natweststaffmember

Try email for NatWest
customer.relations@natwest.com
Make sure that you put a chronological outline of what has happened. Explain that you have written to the bank and have signed for letters by person x and y on these dates and have had no response. Customer Relations will respond initially by an acknowledgement and then a more formal response.

Spritzy

natweststaffmember wrote: »

I think you have your caps lock on. On the internet that is assumed to be shouting.

[/aside]

I THOUGHT THIS WAS SHOUTING?

I Didn't Think This Was? Just Somebody Capitalising Every Word?!

aj2703

Spritzy wrote: »

[/aside]

I THOUGHT THIS WAS SHOUTING?

I Didn't Think This Was? Just Somebody Capitalising Every Word?!

Your not shouting Ignore natwest staffmember. THIS IS SHOUTING...!!!:p

My advice if your getting nowhere with them is to go see the CAB and see what legal options you have.