Help Needed - Bank Error

happy_as_annie

Hello,

I was wondering if anyone could offer any advice please. Our bank have paid out a standing order we have set up for our rent twice - it was due to go out today, but when I checked they paid it out yesterday, and then again today.

I have just got off the phone to their call centre, and after half an hour have been told that they will have to raise it as a query to be looked at. The problem is that we have other bills to pay, and can not afford to be without this money :mad: it ended up in a bit of an argument with customer services just out of frustration really.

I was just wondering if anyone could help me with any thoughts on what I could do.

thanks,
Annie

Extant

Who do you bank with, and where was it going?

Do you know if the standing order went by faster payments or not?

stclair

happy_as_annie wrote: »

Hello,

I was wondering if anyone could offer any advice please. Our bank have paid out a standing order we have set up for our rent twice - it was due to go out today, but when I checked they paid it out yesterday, and then again today.

I have just got off the phone to their call centre, and after half an hour have been told that they will have to raise it as a query to be looked at. The problem is that we have other bills to pay, and can not afford to be without this money :mad: it ended up in a bit of an argument with customer services just out of frustration really.

I was just wondering if anyone could help me with any thoughts on what I could do.

thanks,
Annie

Who set up the standing order? you or the bank?

happy_as_annie

Hello again, thanks for your replies.

I bank with natwest.

I'm not sure if the standing order wnt by faster payments or not.

The payment went to our landlord - who we have tried and failed to contact.

The bank set up the standing order at my request over the phone.

Extant

Is this the first payment?

If the payment went by BACS (i.e. old style) then it will be available to recall until tomorrow, for the second payment - you'd have to find out from Natwest how it left, though.

In all honesty, your best bet here is to try and reclaim it through your landlord, as Natwest will likely take a while to get anywhere with it.

Find out how the payment went and keep pursuing your landlord to try and get the money back ASAP. Keep your complaint open with Natwest to ensure they refund any charges incurred etc.

Paul_Herring

Ideally one (if not both) of you needs to pay a personal visit to your branch tomorrow.

When was the SO set up? Was this the first payment or have previous payments gone out without a problem?

stclair

happy_as_annie wrote: »

Hello again, thanks for your replies.

I bank with natwest.

I'm not sure if the standing order wnt by faster payments or not.

The payment went to our landlord - who we have tried and failed to contact.

The bank set up the standing order at my request over the phone.

All calls to actionline are recorded so theyll be able to look into it for you.

However getting the money back quickly maybe an issue as the bank will need to write to your landlord/there bank explaining the situation. However your landlord may not be forthcoming in returning the money quickly. You may still want to contact your landlord yourself whilst this process is taking place.

You could ask the bank to give you a temp overdraft in the mean time to cover your other outgoings if they confirm it is there error etc.

diane105

Hi - I work for a bank and what has probably happened is that when the advisor has set up your S/O they wil have set up the initial payment date and then they have set up the next payment date(ie for you probaby the next months rent). It sounds like they have set up next months payment a month too soon (ie 27 October) when it should have been 27 November? Log a complaint and if needs be get them to listen to the call to make sure they made the error and so any charges you incur will be refunded. Hope this helps