natwest charges for fraud case

yasminec

hi
i ordered a product and did not receive it and contacted natwest about this and then filled a letter about the case and just seen that they have charged me nearly £200 for it, can they do this it is outrage for me, was not told about this cost
any advice please, will not be recommending this bank anymore

YorkshireBoy

So not only have you paid (how much?) for a product you didn't receive, the bank have charged you £200 to investigate the case?

madgagoo

Are you sure it wasn't a chargeback for £200? This means they're claiming the money back for you.

jonesMUFCforever

What did you order? Who from? What was the cost?

What was the exact wording on your statement?

yasminec

ji
thanks for the repies
no its not chargeback as they say it is for helping deal with the fraud
the cost of them was about £75
i did eventually get the ugg boots after they got invloved
cannot say to the person i want this amount as thwy will not believe it
i ordered these for someone else has cost me dearly

stclair

When since have the bank started charging to deal with fraud claims?

I would raise concern if the charge is genuine and there no confusion over what the charge is for etc:

http://www.natwest.com/global/contact-us/complain.ashx

http://www.natwest.com/Downloads/global_options/complaints_leaflet.pdf

pvt

Yasmin,

This all sounds very odd. Can you elaborate on what happened: who you ordered the boots from, what contact you had with the seller, how you came to involve NatWest, what NatWest did, how the situation was resolved, and exatly what NatWest say the charge is for. You've clearly discussed it with NatWest as you've written that "they say it is for helping deal with the fraud", so what is their position and why are they agreeing it is a fraud if you now have the goods?

jonesMUFCforever

yasmin - you did not fully reply to my post #4

yasminec

Hi
Sorry could not find the paper i wrote it on.
What happened was that i ordered the uggs for someone but after waiting nearly three months they did not arrive. i contacted the bank as i read that you are protected.
I was told by natwest women that this is for the fraud department.
I was then told to fill in a form send it back which i did.
Then i received the pair, must have been due to the bank as first they were saying that i did not order anything from them
On the bank statement it says CN/Representment
i was told by the lady on the 24 hour phone department that this charge is for them looking into this matter and that it was fraud as they did not comply with the order, i did not think that if you do not have a purchased item they send you to fraud department
have been told by natwest that they charge this amount but noone told me the cost would be this high, i may be naive but i thought it would be free
anyone else had this issue if so what did you do and did you get a refund
thank you

jonesMUFCforever

Which site did you order from?
Was it genuine or where they 'cheap' ie counterfeit?

I would phone again as their response is a new one on me.

jalexa

yasminec wrote: »

i was told by the lady on the 24 hour phone department that this charge is for them looking into this matter

This might seem stupid but are you sure you have been dealing with Natwest and not a scam associated with the original order?

Where did you obtain the Natwest contact details that you used?