Angry with Natwest - Random Charges

aliogilvie

Hello

Im so angry with Natwest right now and wondered whether anyone has had similar experiences or has any advice. I really would like to change accounts but because of my current credit situation (reduced payment agreements with all creditors) im assuming my hands are tied and I wouldnt actually be able to open an account elsewhere anyway.

I have a current account and a linked e-savings account. The current account used to be AG but after 2 years feeling no benefit I asked them to change it back, this was a proper hassle in itself and now every time I visit the branch or ring them they try to persuade me back onto it. this in itself is annoying but is not the current issue.

I use online banking daily and keep a very close eye on my funds. I use the linked e-savings account as a holding account so basically after I get paid, once all the initial DDs and SOs have gone I then move the money for all the bills later in the month into that account and move them back as needed. This means that I know whats left in my current account is not 'assigned' to anything else and is just for petrol/food. I literally live hand to mouth and am always near my O/D limit by the time I get paid but I avoid going over it at all costs wherever possible because of the charges.

Last January (coincidence?) Natwest randomly placed a charge of £28 on the account and I spotted it and challenged it, the account had gone down to within £2 of O/D limit but not over and then salary went in the next day. I rang them and they agreed that there was no reason why but they couldnt reverse it I would have to go into the branch. I spent my lunch hour doing just that and was shown into a room (eventually) with an account manager, again she agreed there was no reason and said she would reverse....then launched into the obigatory AG selling spiel. I said no and left.

A week later the money still wasnt back, I phoned the branch and was told they had no record of my discussion with the account manager, I saw red and shouted and they located the woman I had spoken to who then assured me it was in the process of being actioned...in the end it took 15 days to be refunded to my account.

I thought that was the end of it, a one off, until this morning. I have logged into my online banking and this time they have applied a charge of £38 to my e-savings account for no reason. The account had £2.59 in it when they applied the charge, it has no associated overdraft but is now showing with a balance of -£35.41. Its completely mystifying as the exact same amounts are moved in and out routinely every month.

So I ring Natwest, this time they tell me they cant reverse it and I need to speak to the internet team (but am I interested in switching to AG in the meantime?), so I call them and get a young guy telling me that I cant arrange transfers when there arent sufficient funds, I point out that I havent, he says yes he knows that but he needs to make me aware of this....no apologies, just this circular conversation and he says he will refund by tomorrow. I will be watching for it. I asked him who I write a complaint to and he says my branch.

Before I do this I wondered - do any of you have similar experiences? any advice? Am I likely to get any kind of positive response to this? Its so frustrating that it feels like they have got me over a barrel as I cant switch accounts, but this kind of thing feels totally unacceptable.

willo65

Did you have a transfer arranged in advance that then didn't have funds for? or did you have a d/d or s/o that could have bounced?

chambta

If you set an internet transfer and funds are not available then a £38 unpaid charge is applied in the same way as for a cheque, d/d etc.

aliogilvie

Hi - no there are no DDs or standing orders set up out of this account ever.

I use transfers between the two accounts but its literally the same amount every month, £430 goes in and £430 comes back out again, the couple of quid that is also in there is (was) also around £3 which has accrued in interest from this same amount while its sat in there.

YorkshireBoy

The complaints procedure is detailed on their website (under contact us/feedback).

You need to find a better way of budgeting, because you must be paying massively more in overdraft interest than you're earning in savings interest by using the method you've adopted.

When I was struggling (a long time ago and without an overdraft facility) I kept my balance on a sheet of paper (reverse of statement is ideal) in my wallet. As soon as I was paid I entered all my outgoing transactions for that month (even if they weren't due to leave for several weeks) so I knew that whatever was left was my own.

I ignored any balances shown on my ATM receipts and relied entirely on the balance shown on MY statement.

All it needs is willpower and a little attention to detail.

And the saving in overdraft interest incurred will help drive down the size of your overdraft.

Try it?

aliogilvie

Thanks YorshireBoy,

I appreciate the advice and will certainly take it on board and give it a try, in the meantime ive drafted a letter to the branch complaining about the random charges.

Kavanne

They aren't random. On your online statement it should say 'CHG' in the left hand column and then in the 2nd column it will say what transaction the charge relates to. What does it say there?

aliogilvie

It had it listed as CHG Unpaid Items - of which there are none.

I mean random as in, they have decided to apply this charge for a random reason, i.e. there is no logical one!

Kavanne

aliogilvie wrote: »

It had it listed as CHG Unpaid Items - of which there are none.

I mean random as in, they have decided to apply this charge for a random reason, i.e. there is no logical one!

Does it say anything below 'unpaid item'? It should be detailed there. If not, call the natwest lending team on 08453005017 to query it and ask for a refund

Why can't you switch to another bank?

dzug1

There will be a logical reason - it's just that you don't know what it is. I suspect it is something to do with cleared/uncleared funds but exactly what is difficult to tell. Something is happening at a greater or lower speed than you are assuming

willo65

aliogilvie wrote: »

It had it listed as CHG Unpaid Items - of which there are none.

I mean random as in, they have decided to apply this charge for a random reason, i.e. there is no logical one!

i think the fastest way to resolve this ring your local branch and ask them to explain what the charge is for, they should be able to say what item was unpaid causing the charge