Natwest- Charged BT fee even though they said there would be no fee

nawfal

I did a BT with natwest, and the lady on the phone assured me, double checked, reassured, spoke to a colleague, came back and said they could do it for 0%.

I found they charged me 3% on my next month statement.the BT was for about 4g, so the fee was roughly 120quid.

i wrote a letter of complaint. and was told that unfortunately if a mistake had been made 0% fee would not be honoured.

any advice would be appreciated.

YorkshireBoy

nawfal wrote: »

i wrote a letter of complaint. and was told that unfortunately if a mistake had been made 0% fee would not be honoured.

any advice would be appreciated.

If that's their final response, or if 8 weeks have passed since you made the complaint (assuming you were clear this was a formal complaint?), then take your case to the FOS.

Faced with then finding a telephone recording of your conversation with the CSA (and assuming you know the date/time and who you spoke to?), and also finding £500 for the FOS case fee, you may find they capitulate and credit the £120 to your account.


NB: I've taken you at your word in that you were very clear with the CSA that the fee was 0%, and not just the interest payable.

jonesMUFCforever

Does OP have any written confirmation of this offer?

YorkshireBoy

jonesMUFCforever wrote: »

Does OP have any written confirmation of this offer?

Does it matter?

I've had two similar telephone experiences...one with Halifax (very recently) and the other with Citi (a couple of years ago). In both cases the BT fees incorrectly charged were credited to the account once I'd made a formal complaint.


EDIT: I've actually had 3...the other one being with Ulster Bank (RBSG like the OP).

jonesMUFCforever

If OP had a written offer then it is case shut - no doubt - anything on a telephone can be misheard or misunderstood that is all I'm saying.

debsy42

My OH spoke with Natwest on the phone the other day and he was offered 0% BT. We were considering using it but after the OP's experience maybe only after we get it in writing..

NickX

debsy42 wrote: »

My OH spoke with Natwest on the phone the other day and he was offered 0% BT. We were considering using it but after the OP's experience maybe only after we get it in writing..

I think that if you get the name of the CSA and make a note of the Date and Time of the call this should be enough evidence in the case of a dispute.

nawfal

yes i do have the person, their ref no, time, date etc.

yes it was checked and double checked that there was no BT fee.

I will await their response and keep you updated.

im annoyed i have to chase them for this, its very time consuming for something that is essentially their F-Up.

NickX

nawfal wrote: »

im annoyed i have to chase them for this, its very time consuming for something that is essentially their F-Up.

You appear to have all the evidence to dispute this. You could also make a claim for compensation to cover the cost of telephone calls, your time and the general inconvenience.

nawfal

So basically after the last letter he wrote to me and refused to reimburse me- i demanded that he went and listened to the message.

today I received a letter saying the fee was applicable, but as a goodwill gesture they have reimbursed me the 108 quid. so thats good. i think he knew they had no leg to stand on, and i would definately have got compensation if it went to the ombudsman.

thanks for your help.