Bank dispute- natwest

Rach1395

On 11/12/13 I placed stop requests against 3 payday loan companies with my bank as I have started a debt management plan. On 19/12/13 my wages were paid into my bank account and were immediately taken by the payday loan companies despite the stop requests. After speaking to the financial conduct authority I was advised to phone them and ask for an immediate refund. I did this and my concern was completely dismissed by the bank, they claimed that no refund can be given until the payment has fully cleared. They were also unwilling to allow me to log a complaint. Upon phoning them today I have been told again that the payments are not cleared. I find it highly suspicious that this month the payments are taking days to clear when for the last 10 months they have cleared immediately or the very next day. I am now left with absolutely no money in my account and no idea what to do next. Any help would be appreciated! ( I think I was doing the right thing by confronting my debt problems and attempting to fix them however this mess makes me wonder whether it would be easier to just continue in my spiral of debt).
HELP!!!

opinions4u

You have two complaints.

1) That they allowed the payments.

2) That they refused to accept a complaint.

So pursue both.

http://www.natwest.com/global/contact-us/make-a-complaint.ashx

grumbler

Firstly, I think Debt-Free Wannabe board is a better place to ask.

That said, what's "stop request"?
If it was CPAs and you explicitly asked to cancel them, then the bank should have done this on your request:
Continuous payment authority: recurring payments
Bank failed to cancel regular payment? Claim

Regarding complaining, I don't see any problems:

• Our complaints procedure

stclair

Just so you are aware the bank can only cancel/refund transactions that have physically left and show on your account with details of the retailer

They can not cancel or refund transactions that are in a pre authorisation state.

If you wish to cancel any CPAs you need to contact NatWest :

Visa Debit Retailer Disputes on - 0845 366 0391

Rach1395

Just so you are aware I have phoned this department 3 times now the first was the minute the money look to have left my available balance. On all three occasions I have been disgusted with the customer service and have had the "script" about the stop request not being a guarantee. I would accept an error had it just been one payment allowed through however to allow three payments is ridiculous and this "occurrence" is going to result in extra cost to my account which I find unacceptable. The FCA backs me on my right to complain and the right for a full and IMMEDIATE refund.

stclair

Rach1395 wrote: »

Just so you are aware I have phoned this department 3 times now the first was the minute the money look to have left my available balance. On all three occasions I have been disgusted with the customer service and have had the "script" about the stop request not being a guarantee. I would accept an error had it just been one payment allowed through however to allow three payments is ridiculous and this "occurrence" is going to result in extra cost to my account which I find unacceptable. The FCA backs me on my right to complain and the right for a full and IMMEDIATE refund.

That's correct they can not guarantee the transactions will not be debited again in the future. The bank notifiy the merchant of the retailer to cancel the transactions however the bank have to rely on them to act on the request. Otherwise you just have to keep contacting NatWest to cancel them every time the occurance happens.

It would be a fantastic world if we could just call the bank and say please don't allow any transactions to sainsburys. If the transaction is only affecting the available balance then the transactions not been completed yet in order to cancel the transaction.

agrinnall

Also posted on consumer rights https://forums.moneysavingexpert.com/discussion/4850570

grumbler

stclair wrote: »

...they can not guarantee the transactions will not be debited again in the future. ...

It would be a fantastic world....

Regardless of what banks can and cannot, now it's their responsibility to make this happening. If they fail, they have to refund the money and the charges (if any).
As simple as that.

Rach1395

I appreciate that but it is very close to christmas and I have been told if the payments clear tomorrow nothin will be done because the bank is "not open". This means that it will be Monday at the earliest before this can be solved and surely as Tuesday and Wednesday are public holidays it is likely I will now be left with no money over the Christmas period.

alanq

Rach1395 wrote: »

as Tuesday and Wednesday are public holidays ...

Christmas Day is Wednesday and Boxing Day is Thursday.

grumbler

What do you expect? A miracle?
It's always much easier to rack up the debt than to solve the problems caused by this.

Instead of keeping moaning all over MSE start the formal complaints procedure ASAP as advised.