Natwest Bank Charges

Jason22

Hi,

I was hoping you could help me.

I have a Natwest Adapt Account. I tried to pay for two items unknowing I didn't have enough to pay for both in my bank. Natwest took £38 for each item -- and then took a further £76 from me (supposedly the sellers' tried to get the money again I'm guessing). Anyway, I sent Natwest a letter asking for my money back. Here's what they said:

In line with the Financial Services Authority Hardship guidelines, I confirm your claim for excessive charges has been logged in conjunction with the ongoing Office of Fair Trading court case that you refer to in your letter. You will shortly receive a seperate cover, a letter detailing the latest position in this regard from our Customer Response Services Unit.

I tried to telephone you on 15 May 2009 to discuss these issues further but was unable to make contact. I can confirm from our records that these charges have accumlated as a result of you arranging direct debits on your account which you had insufficient funds to meet. Your account type wold not allow us to offer an agree overdraft facility however regardless of your age it is still your responsibility to ensure thay you have sufficient funds in your account to cover any items which you have arranged and authorised with outside companies.

The bank considers its charges to be fair, reasonable and transparent. Have reviewed your account, I believe that the charges debited have been applied correctly and in accordance with our published tariff.

If you believe that we haven't investigated properly or acted fairly, you have the right to refer to the Financial Ombudsman Service. You can do this if we haven't been able to reach an agreement by 9th July 2009, which is eight weeks after you first contacted us. The Ombudsman would then assess whether to check the bank's own investigation and, if they decide to, would work with you and us to reach a conclusion. However, the quickest and most direct course would be to call me on 0141 567 0392.

So, no intention of giving me my money back. I suspect they think because I'm 17 they can get away with it -- but with me they won't. Anyhow, my understanding is that I'm under 18 they cannot give credit and I would be happy to take it to the Financial Ombudsman Service on that basis alone.

Also, their own terms state "standing Orders and Direct Debits are not permitted on the account" -- so effectively they are breaching their own terms and conditions.

Instead of writing to them, I intend to call -- because I just don't think they're getting the message via writing. I will be ringing them tomorrow, so would appreciate if you can tell me what I've said is right and to offer any tips if they try to make excuses (no doubt they will as I'm only 17).

Cheers.

Jason.

PS: Natweststaffmember, I sent you this message too but I'm making it a thread here because I didn't think it reached you. Would appreciate a reply from you. Cheers.

natweststaffmember

The message(s) reached me and I have replied. As I said, ask the bank how they can charge you for items that are not permitted on the account.
Furthermore, how can they give an overdraft to someone who is under 18 years of age but giving an unauthorised overdraft. Utterly ridiculous. I dare anyone to justify this on this thread.

The terms and conditions of the NatWest account DO NOT permit standing Orders and Direct Debits, so any charges taken under the term should be refunded.

Jason22

Thanks for that natweststaffmember.

Is it better to call or write? Always takes ages for them to reply via writing.

natweststaffmember

Try email: customer.relations@natwest.com

Jason22

Cheers. Sent! Lets hope they respond soon. How quick are they usually to respond to emails?

Thanks for the help, I'll keep you updated.

If I get the money back, will I still be able to buy things online?

Jason22

Do you know how long it takes for them to reply via email because I still haven't heard anything...

Jason22

Anyone??

Am I being impatient or do they even answer emails? Still heard nothing....

natweststaffmember

Jason22 wrote: »

Anyone??

Am I being impatient or do they even answer emails? Still heard nothing....

Good things come to those that wait

Jason22

I suppose LOL.

Anyway, received a reply the other day:

I have forwarded a copy of your e-mail to my colleague who has previously dealt with your complaint. I have asked that this matter is investigated and you will be contacted within ten working days.

I know these guys are probably busy, but they better not keep me waiting ten days. I really need this money! Hopefully sometime next week!

natweststaffmember

Jason22 wrote: »

I suppose LOL.

Anyway, received a reply the other day:



I know these guys are probably busy, but they better not keep me waiting ten days. I really need this money! Hopefully sometime next week!

Sounds to me like they didn't investigate it properly the first time. We are now into the realms of complaint handling. I would expect a positive response.

Jason22

*Fingers crossed*.

Will keep you updated.