Natwest Relay - payment to Canada problems

martincov

My son recently had a Relay payment to Canada returned marked "Transit not found: closed" His UK bank advise that this 'probably meant that his banking branch in Canada had closed'. My investigation has found that this is not the reason. It is because the beneficiary details were incorrect.
The form was completed "xxx yyyyy zzzzzzz" (with spaces) by my son, but was keyed as "xxxyyyyyzzzzzzz" by the bank (where xxx = Canadian bank code yyyyy = Canadian branch code and zzzzzzz = his account number).

The bank made no comment about the format when he handed the form in and he says he received no guidance form (although one is available). The form has 35 blank spaces to fill but gives no information about completing blank spaces with zeros, for example.

As a result of this with the exchange rate and other charges my son is about £125 out of pocket. Anyone else had similar problems or ideas for solving this?

hicskis

I've transferred money numerous time overseas - what is needed is the BIC (bank identifier code), the IBAN (International Bank Account Number), and your name.

If they were filled in correctly in the right order - seems as it was - then this is the banks fault. The BIC starts with the banks name i.e Lloyds TSB (LOYDGB.....), and the IBAN starts with (GB......) for the UK

Get the charges back plus costs.

natweststaffmember

I have had problems before with regards to Canadian banks when I did work for the bank and I cannot remember how it was resolved. Go into a natwest branch and ask for a paper version of the form(can't find one online) and the guidance notes. If NatWest have failed to correctly key any of the details correctly then they are liable for refunding any losses.

If you go through IBAN with canada then you will be unable to make a relay payment which means that the cost rises twofold FWIW.

martincov

Thanks for trying to help. I am also an ex-NatWest employee so this is really exasperating. My investigations so far, reveal that you do not need an IBAN or BIC (at least they are not mentioned on the Relay form). You just have to get the format of the beneficiary details right (bank code, branch code and account number and the correct number of zero's apparantly) and I can't get anyone at Natwest to tell me (remember it's not my account)

natweststaffmember

martincov wrote: »

Thanks for trying to help. I am also an ex-NatWest employee so this is really exasperating. My investigations so far, reveal that you do not need an IBAN or BIC (at least they are not mentioned on the Relay form). You just have to get the format of the beneficiary details right (bank code, branch code and account number and the correct number of zero's apparantly) and I can't get anyone at Natwest to tell me (remember it's not my account)

If they have given you the forms and guidance notes then ask your friend to ask natwest for their copy of the form and compare the correct details to what was entered on the form and what was keyed by the bank.

hicskis

Here's a link that might be of interest:

http://www.natwest.com/personal/travel-international/g2/international-payments/send-money-abroad.ashx

Bank Name
Bank Address
Account Number & Sort Code

Seems straight forward. I don't see where all the zeros come into it.

martincov

natweststaffmember wrote: »

If they have given you the forms and guidance notes then ask your friend to ask natwest for their copy of the form and compare the correct details to what was entered on the form and what was keyed by the bank.

At last a result. Managed to speak directly to Natwest 'Overseas Payments' Department after being put through accidently by the telephone unit. They said the branch should have sorted this in the first place so contacted branch again and they decided to refund the 'lost' amount in full. No apologies or letter of confirmation however.