Fast Payment help (Santander/Natwest lost payemnt)

clopro

Hi,

I just wanted to know if anyone can help or give me any advise on my issue?

I sent £106 as a fast payment using the Natwest bank app from Natwest to a family members Santander account but the didn't receive the payment. I sent the payment on the 14th, when they looked at their account the next day they didn't receive anything. They went into Santander for them to look at their account and said no money had been put in or attempted and told them that it is up to Natwest to trace the payment and its nothing to do with them.

I called up NatWest told them the issue, they said that the payment had been sent but will investigate it and said someone would call me back ASAP but they still haven't contacted me yet. I went into the Santander bank on Saturday to check the account but still the money hadn't been received. I also went into Natwest explained everything, the Woman looked at my account and said everything had gone through. I showed her the Santander statement to show it hadn't gone in so she gave me a number to call and told me to call Natwest on Monday. I called Natwest yesterday and was told that she couldn't look at my account as the number I was given and called was a staff number.

I went into the NatWest & Santander branches yesterday and was told by Natwest that the payment had gone through. Santander told me that no payment has been received and that Natwest need to trace the payment but NatWest looked at the payment already yesterday and told me again that the payment had gone through. Santander then told me to wait until the end of today and if it hasn't gone in then to get Natwest to trace the payment even though I had told her that Natwest has checked the payment and told me that it was sent that account.

I have sent money to that account and other accounts in the past and have never has an issue. All payments I have ever sent go in instantly.

I am just annoyed that I have spent time calling and going in branch only to be told all the time that its Natwests fault (problem) then told its Santanders fault (problem) by both banks no one wants to help or take responsibility.

If the money hasn't gone in by tomorrow then I will go in branch and speak to both Natwest and Santander but its just really annoying and don't want it taking weeks to get my money back. That £106 was basically the last of my money and no one seems to want to help.

Does anyone have any advice on what I can do about this?

Thanks

opinions4u

Have you checked that the right sort code and account number were used?

Beyond that, it's the sending bank's responsibility to resolve this.

clopro

opinions4u wrote: »

Have you checked that the right sort code and account number were used?

Beyond that, it's the sending bank's responsibility to resolve this.

Yes definitely the correct details as I have sent money to that account in the past and I sent money to that account on Friday to check everything was ok and that went through.

The person I sent it to has called Santander and they are investigating it so hopefully this will get sorted. Although they did say they would send a text with a reference number but they haven't yet but hopefully I get this sorted asap.

I just don't know who's responsible for it etc because Natwest says it gone through and Santander haven't received anything.

mgdavid

clopro wrote: »

.....
I just don't know who's responsible for it etc because Natwest says it gone through and Santander haven't received anything.

calm down and read post #2 again.
'it's the sending bank's responsibility to resolve this.'.
That advice is good AIUI.

innovate

If you are sure you made the payment, raise a formal, written, complaint with Natwest.

clopro

mgdavid wrote: »

calm down and read post #2 again.
'it's the sending bank's responsibility to resolve this.'.
That advice is good AIUI.

I am calm and did read the post but I was just saying that its annoying when each bank is blamming eachother and just don't know who to speak too about this. I will just wait to hear from Santander as they said they will investigate it on their end and Natwest were just no use at all when I have called them. But thanks for your help .

rb10

As I'm sure you are aware, Natwest's customer service is generally lacking. The best way to get action from them is to make a complaint.

You can do this online: https://www.natwest.com/global/contact-us/complain-js.ashx

Be very clear and concise as to what has happened and what you expect them to do.

As has been pointed out, this is 100% Natwest's responsibility to resolve. Whilst it's still worthwhile contacting Santander (they may be able to help), your efforts should be focussed on Natwest.

clopro

innovate wrote: »

If you are sure you made the payment, raise a formal, written, complaint with Natwest.

Will do. I just don't want it taking weeks to get sorted.

pmduk

Whilst it is usual for Natwest (as the sending bank) to trace the payment, Santander is usually very slow in checking their own suspense accounts for missing payments. You'll need to be quite assertive, or talk to the complaints department before you'll get someone who understands this. The front-line CS staff in banks don't really understand banking.

clopro

pmduk wrote: »

Whilst it is usual for Natwest (as the sending bank) to trace the payment, Santander is usually very slow in checking their own suspense accounts for missing payments. You'll need to be quite assertive, or talk to the complaints department before you'll get someone who understands this. The front-line CS staff in banks don't really understand banking.

When I spoke to Natwest they just keep telling me that the payment has been sent and completed. The person who I sent the money to was my Mum, she called the Santander complaints department and they said that they will investigate it. They sent a text with the reference number which she can call to see what is happening with the investigation and they will send me a letter within 48 hours with the outcome of their finding. My Mum said the person she spoke to was very helpful so hopefully this can get sorted. If Santander find they can't find any payment then I will call Natwest and complain to them about this.

I just felt it was best to go in branch because when I called Natwest they just didn't listen to me or help but then in branch they were no help. Yet Santander on the phone were very helpful.

Thanks for everyone's help. I hope this will be sorted and will update the thread with what happens.

Archi_Bald

clopro wrote: »

..... and they will send me a letter within 48 hours with the outcome of their finding.

Makes no sense whatsoever why Santander would send you any letters about this. You are not their customer. You do not have a claim on them.

You should pursue the issue with Natwest if the money shows as having left your account. May be you sent it to someone else by mistake?

Have you raised a written complaint with Natwest yet?