NatWest Text Alerts

MoneySaverNeil

I recently transferred from Smile to NatWest, mainly on basis of their text alert service. Basically, I have approx. 15 direct debits on my account, all varying in date & amount every month !

This is very awkward to manage, and occasionally an unexpected payment would take me over my overdraft limit. Now, with Smile, they will reject that payment even though it shows on the account during the day it appears and even if I online transfer or payin cash to cover that excess amount same morning it appears !

They insist payments must be covered the evening before payemnt is presented, and entirely miss my complaint that I cannot always foresee what is coming in the next day... e.g. postdated cheques from 6 months earlier, direct debit payment dates varying by as much as 9 days each month & company refusing to use a fixed date (barclaycard). I'm taking this Smile issue to the Ombudsman as I believe it's a bank charges scam or inadequate systems, neither of which is acceptable...

So NatWest will send text/email alert same morning an unexpected payment appears and allow you to cover it up to 12pm (or 2.30pm) same day. Exactly what I need.

But it doesn't work properly !!

I deliberately tested it 4 times, and I was alerted twice and not alerted twice...

I just spend 30 mins on phone with them, incl customer complaints, and have been told the text service cannot be relied on... and that I'm responsible for managing the account etc.. they say text service is fairly new and may not always work properly... (they even traced exact occurrence of overdraft limit exceeded this morning, and confirm their system failed to send me an email & text as it should have done !)

There's another couple of issues where I was blatantly lied to by an adviser when deciding where to switch.

So I wonder who can offer what I need ? First Direct say they offer a text alert service. Does it work properly ? Any other bank do this ? (main issue is to be able to see a payment presented on the account same day, and have ability to cover it during that day rather than have it rejected as in the unacceptable Smile system)

stclair

http://www.natwest.com/personal/online-banking/g1/alerts/important-information.ashx

* We will not be responsible if, for any reason, we are unable to send you an Alert or, for any reason, you do not receive the Alert.

MoneySaverNeil

Where does it clearly say 'This service doesn't work properly, and cannot be relied upon for the purpose it is intended' ?

I doubt the exclusion is even legal. But nothing surprises me where the incompetence of banks is concerned. Now I'm looking for another bank, where the systems actually work properly...

aldredd

Don't companies have to advise you if your DD is going to be any different to the previous month's payment?

Here is a copy of HMRC's DD Guarantee, but it's the same for all.

If there are any changes to the amount, date or frequency of your Direct Debit HM Revenue & Customs
will notify you 10 working days in advance of your account being debited or as otherwise agreed.

stclair

MoneySaverNeil wrote: »

Where does it clearly say 'This service doesn't work properly, and cannot be relied upon for the purpose it is intended' ?

I doubt the exclusion is even legal. But nothing surprises me where the incompetence of banks is concerned. Now I'm looking for another bank, where the systems actually work properly...

I would recommend you try FD unless you can think of a better process that will allow you to manage your finances adequately your self rather than reply on technology.

It does not appear FD can promise it either read clause 1.5.1 of there terms and conditions.

alanq

MoneySaverNeil wrote: »

So I wonder who can offer what I need ? First Direct say they offer a text alert service. Does it work properly ?

I don't know about "balance above" and "balance below" messages but in my experience their "credit above" and "debit above" messages arrive reliably at around 08:00 on the banking day AFTER the transaction took place.

aldredd

These type of text alerts should only be used as a safeguard - not a way to manage your finances!

kezlou

I'm with Natwest and i use the text message alerts.
Must admit its been fine until last month, when i ended up going into my local branch and telling them the missing alerts.

In branch they were really good and refunded all charges due to going the direct debits not coming out on time. The staff in branch said could be because more people are starting to use the service. Hopefully it will be sorted out soon.

Mu DD's are like yours, sometimes they come out on time sometimes 3 weeks early. Its a nightmare.

Sorry no idea what First Direct are like. Hope you get something sorted.

stclair

I dont think any banks texting system works properly as there are a few instances where I have not receieved balance texts from Lloyds TSB.

MoneySaverNeil

Yes, I spend many hours on spreadsheets forecasting, but occasionally an unexpected payment appears e.g. a postdated cheque sent six months earlier; or a new suppliers direct debit.

As someone else has said, the varying dates and amounts are a nightmare, despite best efforts.

Thanks for the feedback on First Direct (texts arriving the following day when it's too late !)

But it's not all about Text. I deliberately also set Email alert, along with Text alert so I'm sure to get one of them. Seems their system just doesn't work reliably to send out the Alerts as they advertise.

Anyway I've started formal complaints procedure about this issue with NatWest, and a couple of other issues where I seem to have been directly lied to or misled.

Also, how about this over the Easter weekend ? A number of direct debits due Tues 10th April actually showed up on my account Thurs 5th April... I coudn't access my own money from April 5th although not due until five days later ! What were NatWest doing with my money during this time. Maybe speculating on derivatives ? Maybe giving an extra advance Bonus to someone...

Looks like I've seriously made the wrong choice of Bank here... but who else is doing a proper competent job... the bar is low

stclair

MoneySaverNeil wrote: »

Yes, I spend many hours on spreadsheets forecasting, but occasionally an unexpected payment appears e.g. a postdated cheque sent six months earlier; or a new suppliers direct debit.

As someone else has said, the varying dates and amounts are a nightmare, despite best efforts.

Thanks for the feedback on First Direct (texts arriving the following day when it's too late !)

But it's not all about Text. I deliberately also set Email alert, along with Text alert so I'm sure to get one of them. Seems their system just doesn't work reliably to send out the Alerts as they advertise.

Anyway I've started formal complaints procedure about this issue with NatWest, and a couple of other issues where I seem to have been directly lied to or misled.

Also, how about this over the Easter weekend ? A number of direct debits due Tues 10th April actually showed up on my account Thurs 5th April... I coudn't access my own money from April 5th although not due until five days later ! What were NatWest doing with my money during this time. Maybe speculating on derivatives ? Maybe giving an extra advance Bonus to someone...

Looks like I've seriously made the wrong choice of Bank here... but who else is doing a proper competent job... the bar is low

From the banks terms and conditions you agreed to when you opened your account:

Please remember that some instructions for payments to be made from your account (including payments by cheque, Direct Debit and some standing orders) are processed during the night before the payment is due. To be sure that a payment can be made, you should ensure that you have sufficient available funds in your account by close of business on the business day before the payment is due to be made. For example, if a Direct Debit is due to be paid on a Monday, you should make sure that you have sufficient available funds in your account by close of business on the Friday before. Please note that even on a weekday evening the amount available for withdrawal will be affected by payments due on the following day.