Natwest: Amounts Debited TWICE!

stclair

angel_islington wrote: »

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.

Do you not think natwest have to work out which customers are effected first? In situations like this it can normally be recified over night.

They would not send out letters in situations like this by the time the letter is put together and approved and print etc the issue is generally recified.

If anyone has incurred any charges speak to your branch or lending and ask for the charges to be waived.

jambosans

angel_islington wrote: »

Natwest have a duty of care to communicate to customers exactly when the problem is to be resolved.

I didn't realise a system error and some confused Actionline advisors was classed as falling foul of common law.

angel_islington

stclair wrote: »

Do you not think natwest have to work out which customers are effected first? In situations like this it can normally be recified over night.

They would not send out letters in situations like this by the time the letter is put together and approved and print etc the issue is generally recified.

If anyone has incurred any charges speak to your branch or lending and ask for the charges to be waived.

Mistakes happen, nobody can deny that, it's how they are dealt with that defines a companies level of customer service. I spoke to a young man who frankly couldn't have been less interested in explaining what happened and why £300 of my money had gone missing, that's not acceptable. When I asked to speak to someone who would know what had happened, he hung up on me. If I had spoken to someone who said "yes, we have a problem, we are very sorry and I can confirm that your money will be back in your account overnight" I wouldn't be happy but I would accept that as an answer. A mistake had been made but they apologised and provided a timescale for it's resolution. It took me three phone calls to get that.

I really hope this is a one off, up to now they have been great. Previously I had an account with Abbey. It's more fun hacking off one of your testicles (if you're male) than dealing with them. They really are a disgrace.

angel_islington

jambosans wrote: »

I didn't realise a system error and some confused Actionline advisors was classed as falling foul of common law.

I can't recall specifically stating anything about breaking the law. I do remember mentioning a very poor level of customer service however, which despite you picking apart my post in an unnecessarily sarcastic manner, still stands.

stclair

angel_islington wrote: »

Mistakes happen, nobody can deny that, it's how they are dealt with that defines a companies level of customer service. I spoke to a young man who frankly couldn't have been less interested in explaining what happened and why £300 of my money had gone missing, that's not acceptable. When I asked to speak to someone who would know what had happened, he hung up on me. If I had spoken to someone who said "yes, we have a problem, we are very sorry and I can confirm that your money will be back in your account overnight" I wouldn't be happy but I would accept that as an answer. A mistake had been made but they apologised and provided a timescale for it's resolution. It took me three phone calls to get that.

I really hope this is a one off, up to now they have been great. Previously I had an account with Abbey. It's more fun hacking off one of your testicles (if you're male) than dealing with them. They really are a disgrace.

Yeah I appreciate your frustration however its just one of them things.

The issue is being such a big company when things happen not all departments are aware of anything immediately. Then someone does highlight an issue it does take time to find out which department they actually need to speak too. Unless a comms is sent out to all to everyone, half the time that don't happen if they know the issue can be resolved overnight.

Thats how the cookie crumbles its just as frustrating for staff I can assure you lol

jambosans

angel_islington wrote: »

I can't recall specifically stating anything about breaking the law. I do remember mentioning a very poor level of customer service however, which despite you picking apart my post in an unnecessarily sarcastic manner, still stands.

Duty of Care is legal terminology, I merely highlighted this because it seemed a tad melodramatic to use it in reference to NatWest's customer services. I assumed you were using that terminology deliberately, clearly not, so I apologise.

chambta

I work in a branch and it seemed to affect at least one of our customers. A £6k POS payment to a garage was duplicated and had effectively frozen the rest of the £5k in the account.

We had no communication from above to advise of the situation though as is normal in these circumstances.