Charged twice by shop for 1 transaction - Natwest

Tashaa

Hi

I used my card in a shop and on checking my online balance I've been charged twice. I've rang natwest 4 times so far and they keep saying its only gone through once even though I can clearly see 2 transactions on the same day for £32.80 deducting from my balance. in each call natwest seem to fob me off and say it'll be back in my account the next day. This is after initially saying I haven't been charged twice. There has only been 1 person so far who agreed yes its gone Through twice as he could see it. This happened on 8th march and I'm still waiting and getting nowhere when I call them.

Any advice please?

Thanks

stclair

Does the name of the retailer show on your statement?

If it only shows the amount at present the second transaction will most likely drop off in a few days.

The transaction is not actually complete until you can see the retailers name on your statement.

Tashaa

No, 1 transaction shows the retailer the other one is blank. I thought it would have shown up by now as its dated 8th march.

bengal-stripe

I presume it just shows on the 'available balance', not the proper balance. Due to some technical glitch, the same purchase was authorised twice but correctly charged only once.

That superfluous authorisation (as the amount in question has not been called in) will fall off after 4 - 7 days.

molerat

The time it takes to drop off varies, I have still got a pending on my account from 5th.

Tashaa

Thanks I've rang back this morning and after being passed round 4 times telling me there was no pending transaction and the balance was right. (Even though I could see the 2nd transaction) I eventually got someone who added up my transactions and agreed there was a second 32.80 taken off my account Even though she couldn't see it. She said it could take 7 days go back in. Just wish the first person would have listened instead of just saying the balance is right without taking time to add it all up like I had.

bengal-stripe

On a current account there are two balances: the (proper) balance which are all booked transactions and the 'available balance', showing in addition your available overdraft and deducting any authorisations which have not been booked yet (i.e. how much money you can spend at a particular moment).

You were talking about the 'available balance' while the bank staff was talking about the 'balance'. You must distinguish between the two, particular if there are a lot of transaction going through the account.

molerat

Using the term "bank staff" is a bit over generous for poorly trained call centre operatives who understand little apart from what appears on the screen in front of them, they do not know where, why or what most of what they see actually means.

iblametheparents

molerat wrote: »

Using the term "bank staff" is a bit over generous for poorly trained call centre operatives who understand little apart from what appears on the screen in front of them, they do not know where, why or what most of what they see actually means.

Not all of us, thank you.

opinions4u

Tashaa wrote: »

Thanks I've rang back this morning and after being passed round 4 times telling me there was no pending transaction and the balance was right. (Even though I could see the 2nd transaction) I eventually got someone who added up my transactions and agreed there was a second 32.80 taken off my account Even though she couldn't see it. She said it could take 7 days go back in. Just wish the first person would have listened instead of just saying the balance is right without taking time to add it all up like I had.

Although you did have somebody post that information for you on this thread ...