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Natwest have stolen my money!

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  • natweststaffmember
    natweststaffmember Posts: 12,063 Forumite
    They really should be.
    As you don't do their job or have the amount of abuse they sometimes have to take, I don't think you have a clue.


    I am interested in the POS job though cos you might be the man to answer the question. How was floor limits programmed into the machine?
    Furthermore, is there a default setting that you could get a transaction through without asking for authorisation?
    I have not worked for NatWest Bank since February 2009

    This username is no longer active.
  • 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.
    The item was refused the day before and the charge was put on at the end of the day I made my debit card transactions.

    My comments regarding her being on minimum wage related to the fact that she showed no interest in customer service and had no authority whatsoever. She offered the information that the charge would not be reversed even before I could get a word in and then when I explained she just kept saying that her records showed that the charge came off before I spent my money.
  • natweststaffmember
    natweststaffmember Posts: 12,063 Forumite
    The item was refused the day before and the charge was put on at the end of the day I made my debit card transactions.

    My comments regarding her being on minimum wage related to the fact that she showed no interest in customer service and had no authority whatsoever. She offered the information that the charge would not be reversed even before I could get a word in and then when I explained she just kept saying that her records showed that the charge came off before I spent my money.
    hmmm, normally I can explain charges and I suspect she was anticipating what you were going to say. Unfortunately I would have followed a similar approach albeit without the interruption. I don't get how there is funds available showing unless the transaction was done on Friday and it is the following tuesday that the charges are applied or rather was applied.
    I have not worked for NatWest Bank since February 2009

    This username is no longer active.
  • Given the OP's attitude on here is it any wonder 'Tina' was abrupt back to the OP? Had he been in branch with his surly manner I would have been sorely tempted to punch him in the face.
  • Given the OP's attitude on here is it any wonder 'Tina' was abrupt back to the OP? Had he been in branch with his surly manner I would have been sorely tempted to punch him in the face.
    God, are you a Guardian reader? Only they wouldn't get annoyed at £70 being taken off them for no good reason. I was perfectly courteous to Tina and as already stated, she didn't let me get a word in before telling me it wouldn't be reversed.

    Thanks for your useful input on the matter though.
  • natweststaffmember
    natweststaffmember Posts: 12,063 Forumite
    God, are you a Guardian reader? Only they wouldn't get annoyed at £70 being taken off them for no good reason. I was perfectly courteous to Tina and as already stated, she didn't let me get a word in before telling me it wouldn't be reversed.

    Thanks for your useful input on the matter though.
    The difficulty we have is not seeing a screenshot with your details removed to be able to understand where she is coming from. I don't understand the fact that you were showing as funds available and no other transactions went through the account apart from the charge. Was the unpaid fee valid?
    Was the unpaid item bounced on that day or not?
    I have not worked for NatWest Bank since February 2009

    This username is no longer active.
  • 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?


    ok let me add here. first of all no offence but you should have recieved a pre advice letter regarding how much and when the charges will be debited from your account. if you didnt they would say this information is available on your online banking under statements. so, the bank would argue you knew in advance the 38pounds were going to come out but you still went ahead with your pos transaction, hence the charge.
  • stclair
    stclair Posts: 6,854 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    You havent got a leg to stand on there was no bank error.

    Id refresh yourself on the banks current terms and conditions.

    http://www.natwest.com/olb/mandatory_message/downloads/tcs_changes.pdf
    Im an ex employee RBS Group
    However Any Opinion Given On MSE Is Strictly My Own
  • stclair
    stclair Posts: 6,854 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    ok let me add here. first of all no offence but you should have recieved a pre advice letter regarding how much and when the charges will be debited from your account. if you didnt they would say this information is available on your online banking under statements. so, the bank would argue you knew in advance the 38pounds were going to come out but you still went ahead with your pos transaction, hence the charge.

    View a Statement for a Bank Account

    View your account history, transactions and bank statements.
    View transactions by date or perioddouble_chevron_olalt.gif
    Review your recent account history (e.g. last month) or transactions between flexible dates that suit you.
    View bank statements on screendouble_chevron_olalt.gif
    Even if you still receive statements by post, you can view your historic bank statements on screen.
    View pre-advice of interest and charges on screendouble_chevron_olalt.gif
    Giving you notice of interest and charges that will be applied to your account – even if you get this information already by post.
    Start or stop receiving bank statements by postdouble_chevron_olalt.gif
    Stop receiving your bank statements on paper or, if you’re already paperless, arrange for us to start sending your statements by post again.
    Im an ex employee RBS Group
    However Any Opinion Given On MSE Is Strictly My Own
  • PasturesNew
    PasturesNew Posts: 70,698 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    If you're looking to change banks, I've had a couple of accidents with the CoOp over the years and they've always instantly refunded me a couple of charges when I've phoned.

    Another one was Barclays. I accidentally wrote a cheque on my current account when I meant to move money electronically from my savings account (new account/s, hadn't got the hang on them and I thought the cheque book had the money in) ... they too instantly refunded my bounced cheque charge.
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