Missing online payment due to incorrect details

chattte

Hi all,

I sent an online payment from Natwest to Santander.
Entered incorrect account details.

Natwest sent me a letter saying that I should go to Santander and ask them to give the money back.

In their own words:
"As agreed, I'm writing to confirm that you sent a Payment using the NatWest Online Banking.

Beneficiary Banks / Building Societies would either place any funds which they are unable to allocate, in one of their suspense accounts awaiting contact from the remitter (yourself) to claim the funds, or may automatically return the funds to the remitter account after a short period of time.

To recover those funds you will need to contact the bank or company who are beneficiary of these funds."

Santander says it's illegal for them to check existing accounts trying to find the money and Natwest should put a trace on the payment.

Natwest says "No, we don't put the trace. Go to Santander with out letter again".

After reading this forum, I understand that Santander is more likely to be correct and Natwest should put the trace?

Anyway, my question is, had anyone has a similar situation? And did you get the money back or should I say goodbye to my £195?

Thanks a lot.
Natalia

Gromitt

It depends on what your incorrect account details are. If the account doesn't exist, Santander should give you your money back. If the account belongs to another customer, you need to ask that customer for your money back (or the bank should). They might be unwilling to do so. The bank can't just take the funds.

opinions4u

The banking industry needs to pull itself together and get an agreed process in place for supporting customers in this situation - and make sure their staff know what it is!

That doesn't mean either bank should be liable for the £195 in this case. But it should be clear and obvious what has to be done at each stage and by who. Nat West contact Santander who contact the lucky winner who can have the errant funds frozen in their account for up to 21 days - after which the money should be removed and returned to the sender if the claim is not contested.

Equally, customers need to make absolutely sure that they don't make stupid mistakes. The £1 test payment reduces losses if they do have clumsy fingers when keying account numbers.

stclair

You should ask Natwest to put a trace on the payment then present the trace letter to Santander to ask them if they can assist in recovering your funds.

Im surprised its happened really unless the details you have provided actually relate to a Santander customer.

As when you make an online payment now with Natwest it tells you when the details are incorrect and it wont let you proceed.

You get the following message:

Customer advice, please address the following issues:
Our records show that the payee account you have specified does not exist. Please enter a valid account number.