Natwest have stolen my money!

wigwamsalesman

I am absolutely outraged! I used checked my balance on 28th May before using my debit card. I check my online banking the next day and find that I have gone overdrawn because natwest decided at the end of the 28th to apply a £38.00 charge for a direct debit that failed (that's my fault, I forgot to cancel it). THEN they have charged me £70.00 for card guarantee charges (£35 for each time I used my debit card the day before) because their charge put me overdrawn. A charge that was applied later in the day than I used my card! I know point of sale can be slow but both the transactions show on my statement as going out on the 28th.

The robotic moron called Tina I spoke to at Natwest said it wasn't a bank error as the charge was showing on their account before I used my card (how convenient) even though when I checked at the cash machine it said I had funds available and I know the point of sale machine would have rejected the payment if there were not enough funds available.

Is there anything I can do about this other than shove my maestro card up her backside and move to a different bank? I have put over £30,000 into my current account in the last year and that's the best customer service they can come up with?

natweststaffmember

wigwamsalesman wrote: »

I am absolutely outraged! I used checked my balance on 28th May before using my debit card. I check my online banking the next day and find that I have gone overdrawn because natwest decided at the end of the 28th to apply a £38.00 charge for a direct debit that failed (that's my fault, I forgot to cancel it). THEN they have charged me £70.00 for card guarantee charges (£35 for each time I used my debit card the day before) because their charge put me overdrawn. A charge that was applied later in the day than I used my card! I know point of sale can be slow but both the transactions show on my statement as going out on the 28th.

The robotic moron called Tina I spoke to at Natwest said it wasn't a bank error as the charge was showing on their account before I used my card (how convenient) even though when I checked at the cash machine it said I had funds available and I know the point of sale machine would have rejected the payment if there were not enough funds available.

Is there anything I can do about this other than shove my maestro card up her backside and move to a different bank? I have put over £30,000 into my current account in the last year and that's the best customer service they can come up with?

I would agree with Tina, as there is no bank error then I wouldn't refund either. However, I would start the process or you might want to email customer relations if this is the first charge on your account.....if your account is really good then you might want to argue the case that you might take your money elsewhere and see what they say
customer.relations@natwest.com
They may only agree one charge refund as well though.

wigwamsalesman

How can you say there was no bank error?

11am: I check my balance and spend on my debit card.
end of the day: £38.00 charge is applied
next day: £70 charge applied for me spending money that was in my account at the time.

I've had time to think about it and the fact that your ex-company has lied to me about when the charge was applied (even though I have receipts to back up what time my purchases were made) just makes them a bunch of thieving scumbags so I will take my business elsewhere. I write software that deals with POS for a living so I know how procesing is done and it's offensive that some minimum wage moron thinks they can lie to my face about it.

Coroona

Total troll. Move on.

natweststaffmember

wigwamsalesman wrote: »

How can you say there was no bank error?

11am: I check my balance and spend on my debit card.
end of the day: £38.00 charge is applied
next day: £70 charge applied for me spending money that was in my account at the time.

I've had time to think about it and the fact that your ex-company has lied to me about when the charge was applied (even though I have receipts to back up what time my purchases were made) just makes them a bunch of thieving scumbags so I will take my business elsewhere. I write software that deals with POS for a living so I know how procesing is done and it's offensive that some minimum wage moron thinks they can lie to my face about it.

Did any other transactions go through the account that day?

The way you are writing your posts does no come across at all well. Bank Error is specifically that they didn't cancel the direct debit and it was bounced, that they debited rather the credited money over the counter, etc,etc,
If you are saying that the bank didn't refuse a POS and there was cleared funds then something else has to have happened in the meantime.

natweststaffmember

I can't comment on the liars bit but I can tell you that they are not paid minimum wage.

willo65

Can't you write software so you know how much money you have/don't have? Also if you put so much through your account then why not have some kind of buffer so a maybe a hundred pound incase you forget something?

wigwamsalesman

willo65 wrote: »

Can't you write software so you know how much money you have/don't have? Also if you put so much through your account then why not have some kind of buffer so a maybe a hundred pound incase you forget something?

I keep most of my money in my Nat West savings account so that I don't have much to lose if my car gets cloned - surely they can see that and could have requested I transfer some over. I notice from their T&C that they have no problem taking money out of your savings if you owe them money, as long as they can do it after they have ripped you off on charges first. And don't think I am not fully aware you were trying to be condescending.

wigwamsalesman

natweststaffmember wrote: »

I can't comment on the liars bit but I can tell you that they are not paid minimum wage.

They really should be.

wigwamsalesman

natweststaffmember wrote: »

Did any other transactions go through the account that day?

The way you are writing your posts does no come across at all well. Bank Error is specifically that they didn't cancel the direct debit and it was bounced, that they debited rather the credited money over the counter, etc,etc,
If you are saying that the bank didn't refuse a POS and there was cleared funds then something else has to have happened in the meantime.

I think there has been a bit of confusion here. I'm not contesting the £38 charge at all. I totally accept that it was my responsibility to cancel the direct debit. I am contesting the fact that when I spent money on my debit card I had checked my balance and it was in credit. These transactions went through fine. Much later in the day this £38 charge was applied which took me overdrawn. Natwest then charged me £70 to guarantee payments that went out of my account long before their charge took me overdrawn.

natweststaffmember

wigwamsalesman wrote: »

I think there has been a bit of confusion here. I'm not contesting the £38 charge at all. I totally accept that it was my responsibility to cancel the direct debit. I am contesting the fact that when I spent money on my debit card I had checked my balance and it was in credit. These transactions went through fine. Much later in the day this £38 charge was applied which took me overdrawn. Natwest then charged me £70 to guarantee payments that went out of my account long before their charge took me overdrawn.

Is this under the new charging system, ie 21 days after the statement date? Was the item refused that day or was it relating to a historic unpaid item.