NatWest Incompetence - do I pursue?

noizeuk

kitkatoo wrote: »

Well they did! The organisation in Amsterdam for whom I was working didn't have my current account details only my business account number, but neverthless the money went into my current account !!!.

Credits into the bank account are soley the responsibility of the sender. You would have to rely on those details to be correct. Your IBAN number would comprise of "GB**NWBK[sortcode/account number]" which is irrefutably precise and will only credit if valid.

The statements that went missing were most probably marked as Mail Returned. This is where mail that hasn't reached its destination has been returned to the service/dispatch centre and deemed as lost. See the tab on most envelopes to see a discreet address where "if lost, please return to" is printed. If ANYONE notices that they are not receiving bank statements, contact the branch to advise them and there they will point out the situation with a suitable resolve. Also if it is probable that if your home address and the home telephone number is on file the bank might assume that the telephone line connected to that address is no longer valid (people move house etc)

Also, unless specifically requested the branches no longer receive post for customers as this is unfathomably counter productive, surely?

Your current and visa accounts are different and the address details are not fed from the same system. As with all departments they use different systems to help quantify and manage things easier. That would be the reason why you received one statement type and not the other.

From what I can see, the majority of charges are legitimate and natwest would be within their rights to claim them. Where I would attempt to claim is where bank error has occurred but having waited until now, I can't see how any of it can really be justified. Any refusal by any bank to resolve or conclude a concern then visit the financial ombudsman.

I may have missed some things out or seen things in a different light but i hope it helped somewhat.

ERICS_MUM

Re the international transfer. If the account and branch details are quoted correctly by the sender on the payment sent to Nat West, the payment would be credited to your account automatically without Nat West staff intervening. This is called straight-through processing and all major banks use it.

If the account details quoted were wrong then Nat West would have to decide which account to credit, making a judgement based on the details on the payment.

Re the statements being held at the branch after one was returned as undeliverable. Nat West were correctly cautious in not sending the statements out, in case they fell into the "wrong hands".