Nationwide made an error on bill payment

squashy

Can I ask Nationwide to cover late payment charges if they have made a mistake?

I took cash into Nationwide branch to pay off my santander card in full. Cashier added the money as a credit and processed a bill payment, stamped the bill as paid.

Unbenown to me, the payment was returned the next day. We only noticed this by chance after seeing the balance on an ATM receipt.

After a lot of to-ing and fro-ing it appears that the card account number that Nationwide typed in was a digit out!

I have now made a payment over the phone but santander state 2 working days clearance time, making my payment late and so no doubt incurring charges.

Would it be fair to ask Nationwide to cover these?

Thanks

somethingcorporate

I'd say it's worth asking.

If it's your first offense with Santander they may be kind and cancel the charges - have you asked them first?

System

That's odd to stamp the bill as they don't accept third party BGC payments anymore.

But to answer your question, if they made the mistake then it's for them to reimburse you; they may require proof from Santander.

squashy wrote: »

Can I ask Nationwide to cover late payment charges if they have made a mistake?

I took cash into Nationwide branch to pay off my santander card in full. Cashier added the money as a credit and processed a bill payment, stamped the bill as paid.

Unbeknownto me, the payment was returned the next day. We only noticed this by chance after seeing the balance on an ATM receipt.

After a lot of to-ing and fro-ing it appears that the card account number that Nationwide typed in was a digit out!

I have now made a payment over the phone but santander state 2 working days clearance time, making my payment late and so no doubt incurring charges.

Would it be fair to ask Nationwide to cover these?

Thanks

jonesMUFCforever

Did you have to sign anything? Nothing to confirm details were correct??

Hazzanet

Heng_Leng wrote: »

That's odd to stamp the bill as they don't accept third party BGC payments anymore.

But to answer your question, if they made the mistake then it's for them to reimburse you; they may require proof from Santander.

Sounds to me like they took the cash, credited the customer's Flex (Account/Direct/Plus) , then set up a bill payment to transfer it by Faster Payments to Santander.

System

Yes, I thought that as if it was BGC it would have arrived ok.

It's odd to stamp a bill as paid via bill payment and it will just encourage further confusion.

Hazzanet wrote: »

Sounds to me like they took the cash, credited the customer's Flex (Account/Direct/Plus) , then set up a bill payment to transfer it by Faster Payments to Santander.

System

Yes, as if it was BGC it would have arrived ok.

It's odd to stamp a BGC bill paid via FP as it will just encourage further confusion with BGCs going forward.

Hazzanet wrote: »

Sounds to me like they took the cash, credited the customer's Flex (Account/Direct/Plus) , then set up a bill payment to transfer it by Faster Payments to Santander.

Thrugelmir

Cashier added the money as a credit and processed a bill payment, stamped the bill as paid.

Sounds as if the statement was stamped not the BGC remittance slip.