Natwest

fedupwiththeworry

Hi,

Hopefully I'm in the right place for this question.

I made a payment using a solo card to a local supermarket in Oct that went through the system fine. A month later the same payment was taken again which took me to virtually no money in the account. DD's then came out the next day that would have been covered if this payment hadn't been taken again. I took this up with the manager of the shop and after a few days and he'd spoken to streamline he refunded the money back to the card.

Natwest now want to take £25 in charges for the DD's that didn't get paid when I was overdrawn due to this issue.

I've spoken to the Bank, couldn't do anything, not their error, spoke to a manager, same answer. Spoke to the manager of the shop and he said that Streamline told him it was for the bank to sort out the charges.

Can't speak to streamline myself as they won't talk to me.

So in a few days Natwest will be taking these charges, in the meantime this has stressed me out and cost me time and money on phone calls etc to try and resolve, all through no fault of my own.

Any advice as to what I can do next please.


Thx

natweststaffmember

fedupwiththeworry wrote: »

Hi,

Hopefully I'm in the right place for this question.

I made a payment using a solo card to a local supermarket in Oct that went through the system fine. A month later the same payment was taken again which took me overdrawn. I took this up with the manager of the shop and after a few days and he'd spoken to streamline he refunded the money back to the card.

Natwest now want to take £25 in charges for the DD's that didn't get paid when I was overdrawn due to this issue.

I've spoken to the Bank, couldn't do anything, not their error, spoke to a manager, same answer. Spke to the manager of the shop and he said that Streamline told him it was for the bank to sort out the charges.

Can't speak to streamline myself as they won't talk to me.

So in a few days Natwest will be taking these charges, in the meantime this has stressed me out and cost me time and money on phone calls etc to try and resolve, all through no fault of my own.

Any advice as to what I can do next please.


Thx

The bank will argue that it is the shop that is at fault so I would probably write to the shops head office explaining this. I think you need to mention that in spite of the fact that the refund was made the time it took to go into your account left an issue unresolved which you would like them to resolve asap.

fedupwiththeworry

natweststaffmember wrote: »

The bank will argue that it is the shop that is at fault so I would probably write to the shops head office explaining this. I think you need to mention that in spite of the fact that the refund was made the time it took to go into your account left an issue unresolved which you would like them to resolve asap.

Thanks for replying, as I said I spoke to the Manager today and he said that Streamline told him that the bank should sort it out. As far as I know Natwest and Streamline are linked so Streamline should know what they are talking about.

In the interim I was deprived of the original money for days whilst it was being looked into, plus the delays actually getting back into my account once the refund had been put on the card. Now at the worst possible time of the year they are going to take £25 that should be used for Christmas.

They wonder why people get so upset with banks, it's me having to do all the chasing, phone calls and now letters.

As a seperate issue, today I used the same shop and due to their bad broadband connection my card was declined, put through again and all was well. Guess what both payments have been taken from my account. This has happened before and it will get refunded in a few days but that's not the point, my money has gone for now and if that left me short in the account further DD's could bounce !! :mad:

The thing is I've got the "declined" slip from the shop so how does it get processed to my bank account ??

ILW

Think I would stop using cards at that shop.

fedupwiththeworry

ILW wrote: »

Think I would stop using cards at that shop.

Thing is when you've got limited funds available in the bank, if the bill is say £3.50, to pay in cash I've got to draw out £10.00 from the cash machine. There's no local bank so I can't go in and draw out a fiver.

Premier_2

fedupwiththeworry wrote: »

...I've spoken to the Bank, couldn't do anything, not their error, spoke to a manager, same answer. Spoke to the manager of the shop and he said that Streamline told him it was for the bank to sort out the charges...

You should be speaking with the card issuer (not sure whether that is NatWest in this instance) to get them to establish how an unauthorised transaction appeared on your account.

Most places use chip & pin nowadays so either someone else knows your pin, your card has been cloned, it was put through as 'cardholder not present' or there was a hiccup with Streamline (but in the latter I would be extremely surprised it just affected one specific card/user)

fedupwiththeworry

Premier wrote: »

You should be speaking with the card issuer (not sure whether that is NatWest in this instance) to get them to establish how an unauthorised transaction appeared on your account.

Most places use chip & pin nowadays so either someone else knows your pin, your card has been cloned, it was put through as 'cardholder not present' or there was a hiccup with Streamline (but in the latter I would be extremely surprised it just affected one specific card/user)

Thanks for replying, the shop manager said Streamline admitted it was their error. The amount they took was exactly the same as a payment they took from the same shop a month previous, somehow they processed the transaction twice, a month apart.

natweststaffmember

fedupwiththeworry wrote: »

Thanks for replying, the shop manager said Streamline admitted it was their error. The amount they took was exactly the same as a payment they took from the same shop a month previous, somehow they processed the transaction twice, a month apart.

Are you saying that the shop are saying streamline have processed more people's transactions wrongly as well or is it just yours? The issue you have is not with Streamline but the shop. The shop can take up that issue with streamline since they will be out of pocket. They are currently walking all over you and I think you need to put something in writing. Currently they are feeding you rubbish unless they have a terminal fault at the shop's end which is not your problem.

originalmissy

I am fedupwiththeworry'spartner and just wanted to give an update and ask a couple more questions.
I returned to the shop this afternoon with a copy of the letter from the bank which details the bounced direct debits and charges that will be taken and also details the item that caused the OD sitiuation, i.e the duplicate payment taken by Streamline. I explained to the store manager that the bank are telling me that as it was not a bank error they would/could not waive the charges, (I actually agree with the bank on that), so it is down to either the store or Streamline. Although the manager is a pleasant enough guy I do get the impression that Streamline will not be paying up! They did not actually admit it was their error, only that something had gone wrong and they had no idea what or how! It may well be that there is an issue with the stores machine, but how do I find out? I did stay very calm and explained that I really cannot afford to lose any money and I will be persuing this untill I get the charges paid by someone other than myself, I also told him that if it drags on for more than a few weeks I will also be looking for compensation for the stress, aggravation etc. So now I am waiting for a response and as I use that shop virtually everyday,(it's a long story and I have little choice,) I will be 'making a nuisance of myself'.
A couple of questions:
I am prepeared to give them a little while to look into this before I start down the letter writing route, but how much time would be fair? A week? 2 weeks? Longer?
I will be writing to the CEO of Streamline, NatWest and Nisa, (are Nisa a chain or a franchise?). Am I right to be claiming compensation? If so what would be a reasonable amount?
I would also like to make it clear that as far as this particular account is concerned I have had one or two instances of unauthorised overdraft where I have been charged, I have never contested or tried to reclaim charges on this account as I know that if it's my fault I accept I will be charged, I don't agree with the amount but untill the question of bank charges is settled once and for all I accept that as a fact of life, But in this instance where the OD was not my fault and can be proven, I will not accept these charges!

natweststaffmember wrote: »

Are you saying that the shop are saying streamline have processed more people's transactions wrongly as well or is it just yours? The issue you have is not with Streamline but the shop. The shop can take up that issue with streamline since they will be out of pocket. They are currently walking all over you and I think you need to put something in writing. Currently they are feeding you rubbish unless they have a terminal fault at the shop's end which is not your problem.

The shop have not said anything about anyone else having issues, but we have had similar problems with the same shop on other occassions.
We have used our card to pay for goods, after putting in the pin number the transaction is declined, even though the money is there, a second attempt is made and the transaction is accepted as usual, however on returnuing home and checking the account online the transaction has actually gone through twice and the amount deducted twice, the next day the transaction has dissapeared and the funds are back in the account! If this happens on a Friday it can take 3/4 days to rectify itself. This is different to the original problem but I wonder if anyone else has had similar things happen? Could it be a faulty terminal or broadband connection? We have made the store manager aware of this issue too but we don't know if he has spoken to Streamline or anyone else about it.

Anyway I will keep this post updated and we'll see what happens.
Thankyou for all your replies so far.