Misuse of my Natwest Solo card

frugalpam

I paid for something over the phone (an annual fee for webhosting) a year ago using my Solo card. On checking my bank statement recently, they have taken out another amount of £51.97 without my permission or authorisation. I tried contacting them but got no response, and they haven't replied to emails.
I rang Natwest who told me it is my problem and my fault for giving out my card details to pay for anything, and cannot intervene.
Surely this can't be right, that someone - in this case, a very big Company who I was led to believe were reputable - can take my money like this? Is there no way I can get my badly needed money back ??

I couldn't find a 'bank card' thread, so have posted it here.

Hope someone can help me. I've cancelled my card anyway, so they can't get any more off me. In future, I will never make a card payment online or by telephone ever again,

Pam

aj3001

You should check the T&C of the site, they might automatically renew and sounds like you could have setup a direct debit, in either case I find it weird that Natwest said they couldn't do anything

frugalpam

aj3001 wrote:

You should check the T&C of the site, they might automatically renew and sounds like you could have setup a direct debit, in either case I find it weird that Natwest said they couldn't do anything

Thanks for your reply. I checked my details online - I definitely didn't set up a direct debit or standing order with this company. The bank don't want to know and told me I was unlikely to get my money bank, this coming from the mouth of a manager in the 'Care' team

King_Of_Fools

ukpam2000 wrote:

I paid for something over the phone (an annual fee for webhosting) a year ago using my Solo card. On checking my bank statement recently, they have taken out another amount of £51.97 without my permission or authorisation. I tried contacting them but got no response, and they haven't replied to emails.
I rang Natwest who told me it is my problem and my fault for giving out my card details to pay for anything, and cannot intervene.
Surely this can't be right, that someone - in this case, a very big Company who I was led to believe were reputable - can take my money like this? Is there no way I can get my badly needed money back ??

It would have been a CPA (Continuous Payment Authority) on your debit card - these are very common and the banks cannot reverse the charges, you have to get your money back from the retailer.

ukpam2000 wrote:

Hope someone can help me. I've cancelled my card anyway, so they can't get any more off me. In future, I will never make a card payment online or by telephone ever again

I would not be too sure! Closing the card account will not stop them claiming the money next year as they already have the authorisation to do so. You need to cancel the service with the webhosting with the provider or they will take more money again and again until you instuct them not to.

Also, this has nothing to do with using the card online or by telephone. You can also set up a CPA in writing or in person.

frugalpam

King_Of_Fools wrote:

It would have been a CPA (Continuous Payment Authority) on your debit card - these are very common and the banks cannot reverse the charges, you have to get your money back from the retailer.


I would not be too sure! Closing the card account will not stop them claiming the money next year as they already have the authorisation to do so. You need to cancel the service with the webhosting with the provider or they will take more money again and again until you instuct them not to.

Also, this has nothing to do with using the card online or by telephone. You can also set up a CPA in writing or in person.

Thanks for that information. However, I was not informed that, by making a one-off payment, that I was agreeing to any CPA, therefore I feel I was misled, since I received nothing in writing from them.
As my debit card has been cancelled, and I'll be getting a new card with a new number, how they could possibly charge my bank account?

Pam

molar

Have you checked the terms and conditions of the web hosting company?

King_Of_Fools

ukpam2000 wrote:

As my debit card has been cancelled, and I'll be getting a new card with a new number, how they could possibly charge my bank account?

Because the old number will still be vaild for pre-authorised transactions. Nobody would be able to authorise a new transaction with the number but CPAs are pre-authorised by definition.

The only way to stop it is to instruct the webhosting company that you are stopping authorisation.

The CPA system is all a bit broken and that is why the government is looking into a better system that is similar to Direct Debits.

frugalpam

molar wrote:

Have you checked the terms and conditions of the web hosting company?

Just done that - my stupid fault for not reading the TOS, so I've no chance of getting my money back

(Quote)
All accounts are set up on a prepay basis. Although ********* reserves the right to change prices of accounts or services at any time, all pricing is guaranteed for the period of prepayment. Payment is due every 30 or 365 days, from the date the account was established. Customers will automatically be charged again at the end of their prepay period unless confirmation of the wish to close has already been received.

Thanks to all for very helpful input. Thats taught me a lesson alright, to read the small print.

Pam

Chris2000

Before you forget, write to them now to tell them you don't want to renew again next year. Ask them to confirm that they have received your letter, and keep a copy of your letter and any reply.

Next year, if they do manage to charge you again (and changing your card number may not be enough to prevent this happening), you will be able to prove to Natwest that the payment was not authorised and they should refund it. If they refuse, it's time to change bank.

frugalpam

Chris2000 wrote:

Before you forget, write to them now to tell them you don't want to renew again next year. Ask them to confirm that they have received your letter, and keep a copy of your letter and any reply.

Next year, if they do manage to charge you again (and changing your card number may not be enough to prevent this happening), you will be able to prove to Natwest that the payment was not authorised and they should refund it. If they refuse, it's time to change bank.

Great advice - thank you
I think never having bothered to check things like TOS has been typical of my lacksadaisical approach to money over the years. I've learned my lesson on this one! I'll get that letter off tomorrow and make sure I get confirmation they've received it and cancelled that CPA busines. As for Natwest - I'm fed up of them. Their latest stunt was to upgrade my basic account to Advantage Gold without my permission. That complaint is going through right now.

Thanks again to all,
Pam

RichardJohn_2

Is it 1&1?