Bank charging for their own incompetence

asd123456_2

Hello, I am new here and really in need of some help.

I wonder if anyone can help? OH and I had a joint account that we used to pay into for baby stuff. Since I stopped maternity leave we haven't been paying into it and we were incurring a £5 underfunding fee for not paying in over a certain amount.

Seeing as this account was useless to us and we were being charged for something we weren't using I went to close it. The lady in the closures department talked me into not closing and just switching to a basic account and also said she would refund the last £5 fee and stop and future underfunding fees. Great I thought.

Two paypal payments came out of the account, one for £4.56 the other for just over £1. Stupidly I didn't check the account. So it turns out the lady never refunded the money and didn't stop the underfunding fee that was due, so we have been overdrawn (about £1) and charged over £100 for this.

So I called up and had the £5 credited to me as there was a note on our account saying we had been told we were being refunded. BUT the overdraft fees still stand!

Now I am all willing to fight for this but I'm not sure how. I have had a few phone conversations with them but am being passed from pillar to post. I am awaiting a call back from someone in complaints but fear it will be much of the same ending up with me being told the fees still stand.

Help me please, we really can't afford this, we've just bought a house and have another baby on the way and the last thing we need is stress and charges from a bank.

Thanks

natweststaffmember

asd123456 wrote: »

Hello, I am new here and really in need of some help.

I wonder if anyone can help? OH and I had a joint account that we used to pay into for baby stuff. Since I stopped maternity leave we haven't been paying into it and we were incurring a £5 underfunding fee for not paying in over a certain amount.

Seeing as this account was useless to us and we were being charged for something we weren't using I went to close it. The lady in the closures department talked me into not closing and just switching to a basic account and also said she would refund the last £5 fee and stop and future underfunding fees. Great I thought.

Two paypal payments came out of the account, one for £4.56 the other for just over £1. Stupidly I didn't check the account. So it turns out the lady never refunded the money and didn't stop the underfunding fee that was due, so we have been overdrawn (about £1) and charged over £100 for this.

So I called up and had the £5 credited to me as there was a note on our account saying we had been told we were being refunded. BUT the overdraft fees still stand!

Now I am all willing to fight for this but I'm not sure how. I have had a few phone conversations with them but am being passed from pillar to post. I am awaiting a call back from someone in complaints but fear it will be much of the same ending up with me being told the fees still stand.

Help me please, we really can't afford this, we've just bought a house and have another baby on the way and the last thing we need is stress and charges from a bank.

Thanks

How much money was in the account at the point you would have cancelled it?
Did you have OVER £5.00 to cover the two paypal payments had the account not incurred the £5.00 underfunding charge?

asd123456_2

Thanks for your reply.

There was already £5 in the account. Then there was the promised refund of £5. And the promise of no further under funding fees. So in total there should have been £10 in my account and no under funding fee taken. Which after the paypal payments would have left me with £4 something.

natweststaffmember

asd123456 wrote: »

Thanks for your reply.

There was already £5 in the account. Then there was the promised refund of £5. And the promise of no further under funding fees. So in total there should have been £10 in my account and no under funding fee taken. Which after the paypal payments would have left me with £4 something.

Then that is the argument you have. It is a bank error and they need to refund all charges as a result INCLUDING the £5.00.

asd123456_2

Thanks for your help x