Natwest: Amounts Debited TWICE!

miss.bint

Checked my balance online this morning, only to find I was quite a bit overdrawn! :eek:
(I don't even have an overdraft!)

Anyway, from what I could see, everything that I purchased on Tuesday has come out twice - Tuesday & yesterday!

I rang Natwest and they said they are aware of the problem, but don't know what's going on yet!
In the meantime, I can't access the money that I had left in my account as it's showing as £xxx overdrawn and £0.00 available! :mad:

Anyone else experiencing problems?

annettetabs

Me too, just checked after reading your message everything i brought on Tuesday has come out again today. Going to ring and find out whats happening.:mad:

annettetabs

Just rang Actionline, they have an automated message saying they are urgently amending this error.

angel_islington

This has happened to me as well, I'm furious! Nobody seems to know when the money will be put back! I'm now overdrawn as well.

Kavanne

This happened with a credit card of mine a few months ago. Transaction was reversed in 2 days

angel_islington

The first two guys I spoke to were a total waste of space, which considering the seriousness of the issue is totally unacceptable. They simply didn't know when the money would be put back. I then rang back and spoke to a different lady who assured that the money would be put back on the overnight run tonight.

VERY VERY big mistake Natwest. I can see serious consequences for this.

catflea

Was this only card transactions, or EVERYTHING?

I'm going to run off to check my online banking in a minute.

When I worked at NW there were issues with "ghost" transactions probabally once every four months or so (normally over a weekend) and were something to do with a glitch in the card processing system.

If you have been put at a disadvantage as a result then ring/write in once its all sorted out and NW should put you right again - they always were pretty good at that

TBH, the phone staff probabally werent much help because they simply didn't know when the problem was going to be fixed - Not even the guys working on fixing it would have known, so it is unreasonable to expect a "mushroom" on the phone to know exactly whats going on. it was never certain how long it would take for systems problems to be sorted but they were normally resolved by overnight update.

annettetabs

Morning, checked balance this morning, all duplicated transactions have gone back onto my balance, everything back to normal for me. :j

ruby1968_2

Morning I also had the same issue with Natwest and have spent months trying to get accounts sorted, it seems the left hand never knows what the right hand is doing you never get to speak to the same person twice, now had enough issues with dealing with this bank and have changed banks.

jambosans

ruby1968 wrote: »

you never get to speak to the same person twice

Of course you won't, Actionline isn't run by three people. Unless you're moving to First Direct, I wouldn't expect much more from other bank call centres.

angel_islington

catflea wrote: »

, so it is unreasonable to expect a "mushroom" on the phone to know exactly whats going on.

I strongly disagree here. If amounts are taken twice, Natwest have a duty of care to communicate to customers exactly when the problem is to be resolved. It's OUR money after all. If he is a mushroom, he shouldn't be there. Call centres are full of these fungi though, that's certainly the case.

The money is however back in my account and I took a trip into the branch today to explain my dissatisfaction at the way I was dealt with. They were very good to be fair and will be sending a written apology with a full explanation on how it happened and are looking into the poor attitude of the member of Actionline staff.