I cannot believe this - gutted :-(

lfcmorgan

Hi all, I hoping someone can offer me some advice, hope, anything...

I will try to be as brief as possible:

I made a payment via telephone to my husbands mortgage company on Thursday 30th April for £700. I checked my Natwest account a few days later and the amount was showing as being available, so, I rang Natwest and enquired as to why this was. The lady said that there was no record of any payment being requested and advised me to ring back the mortgage company asap to make another payment to avoid charges with them.

So, I rang the mortgage company and they said that no payment had been recieved from Natwest and that I would not have to make another payment anyway as we were a month ahead :-D.

Taking this into account, I assumed that they payment was not going to go through and I made around 8/9 small purchases on my card over the next few days.

BIG MISTAKE!! To my horror, I checked my balance on the Wednesday and I found myself £300 over my overdraft because the original mortgage payment went through. I then re-checked my account on the Thursday and I had been charged £140 in charges from natwest, and then another £70 in charges yesterday. (I have paid money into my account to cover all of this so am not overdrawn now)

I feel so sick, I am going into hospital this week to have a baby and the £210 was meant to be going towards a pram - plus I havent told my husband who will hit the roof when he finds out.

Rang the natwest this morning and spoke to a nice nad polite lady from the 'lending team' who advised me to email customer relations, which I have done.

Does anyone think I have a leg to stand on in getting my charges back?? I do sometimes get charges which I take on the chin if it is my fault but on this occasion I really feel that I have been advised incorrectly.

Thanks and sorry for the long-winded saga

:mad:

gnaril

Fairly clear its a bank error you have been misadvised by them.

They told you payment did not go through so you spent on your account accordingly.

Call them up advise you have been misadvised and want your recent charges back, get them to listen to the call which will verify information given being incorrect. Should get it sorted no problem really providing the customer service person you talk to aint a tool,

Just remember be calm and friendly and staff member should return same courtesy,

Good luck with the little one

natweststaffmember

gnaril wrote: »

Fairly clear its a bank error you have been misadvised by them.

They told you payment did not go through so you spent on your account accordingly.

Call them up advise you have been misadvised and want your recent charges back, get them to listen to the call which will verify information given being incorrect. Should get it sorted no problem really providing the customer service person you talk to aint a tool,

Just remember be calm and friendly and staff member should return same courtesy,

Good luck with the little one

It's not a bank error. The company processing the payment have made a mistake on their payment systems. I used to see the same when I paid utility companies, first it showed on the account then disappeared and then reappeared. The mortgage company are at fault. I am assuming both payments were authorised.

I do think the bank might consider under the circumstances to refund you but they may not.

Sol00

If the bank don't refund you, you should ask the mortgage company to foot the bill.