Natwest gave wrong info and have now charged me

oldmodcon

Last Friday I had to go to my branch and pay in some cash to cover Direct Debits due yesterday.

I got stuck in traffic and did'nt get home until 4.15. I rang Natwest Action Line and asked if I paid the cash in by 5pm would it still clear to cover the Direct Debits.

I was told by a very nice chap that the system had chang a few months ago and I could now pay in cash up until 2.30 on the same day they were due out and they would be paid.

Having been told that I went up at 9.45 on Monday morning and paid in the cash thinking all was well. I asked the cashier if that would make sure the DDs were paid and she said yes thats finje.

Lo and behold today I checked my account and both direct debits were bounced ( which will cost be £76) even though the cash is showing up.

I went to the branch this morning. The guy on the desk told me I should have told somebody and that it was 12.30 not 2.30 cut off time.

I asked to see an adviser who promptly told me that it was 12pm cut off and that I should have told the cashier what I was doing.

I rang my Business Manager who told me that this service was available but not guaranteed.

I rang the Customer relations who referred me to the T&C which says funds must be in place the day before. I pointed out that I was aware of that, ( which is why I rang them on Friday ). However having rang the Advice Line and been told the above I assumed that the advice I was given was correct and followed that advice.

I was the told that although they do offer that service it is "hit and miss" and not guaranteed. I pointed out that as a customer, if I contact the advice line I expect that information to be correct and that by follwing that advice I should not be in a position where DDs have bounced and I have lost £76.

I got another party line speech about T&Cs and informed the guy that I would now make an official copmplaint in writing.

My point is that there is something funamentally wrong when, having sought advice through their own Customer Service Advice Line, and checked with the cashier, I should end up being told different variatins of the same story by 4 members of staff.

I feel conned to be honest and I'm wandering whether I should approach the FSA

luv_or_h8_me

Ive had the same problem with Natwest. I got charged on my Credit card payment, when I went in to make the payment at 2pm they said I would be charged because it takes 3 days to process it and also the deadline to make payments was at 12. My T&C's did not state this whatsoever.

nickynoodles_2

luv_or_h8_me wrote: »

Ive had the same problem with Natwest. I got charged on my Credit card payment, when I went in to make the payment at 2pm they said I would be charged because it takes 3 days to process it and also the deadline to make payments was at 12. My T&C's did not state this whatsoever.

I was told this also and received a £38 charge on my account even though i paid in at 1030am and they told me the cutoff was 230pm

Is it me or are Natwest rubbish at giving advice.???

And because of this, we suffer. I think a petition is in order,

oldmodcon

Seems as though this is'nt uncommon. It'll be interesting to see how many others come forward.

Personally I'm wandering how "deliberate" this misinformation is - after all there seems to be good profit in it with little recourse !

natweststaffmember

It;s bank error plain and simple and that means a refund of charges.

oldmodcon

Just an update on this one.

I wrote - registered post to the Customer Relations dept. Have now reveived a letter telling me they have passed it to my Business manager to deal with.

As a matter of interest I went upto the local branch last week and there was a different member of staff on the front desk. Lo and behold having posed the same question I got yet another different response.

I think i'll wait and see what the reply from the Business manager is and if they won't refund i'll move it on to the FOS

Seeing as they are one of the people that gave me one of the numerous excuses I am interested to see what their response is.