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natwest paybycard

Hi all
Just a quick question, my dmp has been accepted and as it is due to start 1st jan i have just tried to make a payment to natwest using pay by card - it gets to the end screen and then crashes and says call the number on correspondance received previously - is this just a way of opening lines of communication? I have paid other means but I thought this seemed a bit crafty? Am I just become sceptical of big companies

thanks all
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