Natwest refuses deposit without 'paying in' slip

terryally

I've just had the most bizarre conversation with Natwest Customer Service - who told me to switch back to Barclays if I wish!

My sister in London tried to deposit £100 into my Natwest account using their Woolwich branch. It was refused. She was told that only customers could deposit cash to their accounts. For a second person account, that person needs to authorise the deposit by providing a 'paying in' slip. In other words, I have to fill out a slip (I live in South Yorkshire) and mail it to her in London to take to the bank.

I do not doubt her but it does sound unrealistic and impractical because I used to deposit cash to my wife's Natwest account by simply providing her name, account number and sort code written on a piece of paper I kept in my wallet and it was always accepted. They'd always ask me to verify the details before finalising.

So I called Customer Service and had a most incredible conversation. Libby, the agent, told me that paying in slips was the rule. She could order me a book of them. I would need to complete it, mail it to London to be taken to the bank and that was the only option for paying in cash. So I asked what was information was contained on the paying in slip. She didn't know and put me on hold while she found out. So the information included the sort code, account number, name and date. I asked what's the difference between that and the same information I used to provide on my slip of paper kept in my wallet. The difference is that the paper on which it is written is Natwest branded. This is very bureaucratic.

I told her that maybe I should return to Barclaycs and she told me fine - go back if I wish, which was incredible because I thought they'd at least want to keep a customer but clearly not.

My sister was also told by the Woolwich branch that these were new rules which came into force last week.

Can anyone explain why this upsurge in paper products and what's the reason for the bureacracy?

Thanks
Terry

molerat

Possibly too many screw ups with verbal instructions. If it is on an official slip filled in by the customer then they know who made the sort code and account number error. Do they not provide over the counter pay in slips any more, banks used to have them in the stationery dispensers.

EarthBoy

I think the same as molerat. It's probably to ensure they're given the correct sort code and account no.

mt99

Maybe something to do with money laundering? If they used a paying in slip the account holder could not deny any knowledge of the deposit.

pmduk

probably easier for her to transfer money from her own account if she has one.

xylophone

https://forums.moneysavingexpert.com/discussion/4091665


It is no problem to pay in cash to another person's account at Nationwide with just the details of his NW account - the cashier provides a receipt.

https://www.hsbc.co.uk/1/2/contact-and-support/banking-made-easy/paying-in-slips from HSBC.

But perhaps Natwest have just made a business decision to accept only personalised paying in slips?

d123

Sounds like nonsense, the official method to deposit cash to a Starling Bank account is by depositing the cash at NatWest using a generic paying in slip or supplying the account details to the cashier.

xylophone

the official method to deposit cash to a Starling Bank account is

.......using twitter?:)

agrinnall

terryally wrote: »

I told her that maybe I should return to Barclaycs and she told me fine - go back if I wish, which was incredible because I thought they'd at least want to keep a customer but clearly not.

Banks are not interested in keeping individual customers unless they are very high net worth (in which case they'll probably be using a different type of service anyway), especially ones who ring up to complain. If you're not happy, move, but don't expect things to be significantly better anywhere else.

d123

xylophone wrote: »

.......using twitter?:)

alanq

EarthBoy wrote: »

It's probably to ensure they're given the correct sort code and account no.

Not forgetting the amount paid in. If the payer-in confirms the amount, either on a paying in slip or by inserting a debit card and pressing the OK button, there is evidence if they back later claiming that they handed over more than they actually did.