Advice needed bank taking charges for no reason

Summer29

Will try to be brief

Nationwide charged my OH £90 for direct debits that were taken out and no funds, this was due to a mistake by the company taking the DD as when i rang to change the DD date to 1st November they made it 1st October and that started a call for the DD early!

The company have said they will refund the charges once the bank provide a statement showing the charges

ok fair enough but

My OH rang nationwide, we had no notice that these charge were to be taken, he asked why they said 'oh you have but you never changed your address with us' well we did back in april but to be on the safe side we did it again and we have had letters to this address now

However another £30 marked as interest! has gone out for no reason! he hasnt gone over drawn or anything

Again no notice to us, infact we got a letter stating that they would refund £50 of charges from the previous problem

Everytime he rings he g ets a very rude person on the other end saying they are correct and its his fault!

What! lol

Any ideas what to do? letter of complaint yes but we did this before and still they got it wrong, and now we cannot spend money out of that account for fear of them just taking money willy nilly for nothing :mad:

rbrian

Direct Debits are guaranteed:

http://www.bba.org.uk/bba/jsp/polopoly.jsp?d=828&a=10383

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid

Squirrel29

Hi there Summer. In my experience Nationwide don't send a separate letter to say charges are going to be implemented. They are mentioned on the bottom of the last page of a statement and you should get advance notice - not sure if two weeks or a month.

olly300

Summer29 wrote: »

Any ideas what to do? letter of complaint yes but we did this before and still they got it wrong, and now we cannot spend money out of that account for fear of them just taking money willy nilly for nothing :mad:

Nationwide has a complaints procedure which you should follow to the letter. It's here:
http://www.nationwide.co.uk/contact_us/making_a_complaint/procedure.htm

In your letters make it very clear that the errors are different parts of the same complaint and give the date you wrote to them before. State that if the issue is not sorted out properly this time you will have no choice but to refer the matter to the Financial Ombudsman.

Referring an institution to the Financial Ombudsman costs the company money so it's in their interests to deal with your problem properly.

Also if you ever have a problem with Nationwide again and deal with it in the branch or on the phone, take the name of the person down you are dealing with first before proceeding. Then if they are rude to you, you can write to Member Services.