Nationwide taking standing order twice

18cc

Sounds like they made a mistake. Obviously they should not have been dismissive - maybe a rep. having a bad day.

Allow time for the complaint to be resolved and hopefully get a bit of compensation.

jonesMUFCforever

OP just check your bank statements - by any chance did you miss a payment and the second payment now is merely catching up?

jlo

jonesMUFCforever wrote: »

OP just check your bank statements - by any chance did you miss a payment and the second payment now is merely catching up?

No, Advantis confirmed that they received two payments in September, all other payments accounted for. Unfortunately Advantis then send it straight to HMRC even if it is an overpayment, which is annoying.

deadendwaterfall

18cc wrote: »

Sounds like they made a mistake. Obviously they should not have been dismissive - maybe a rep. having a bad day.

Allow time for the complaint to be resolved and hopefully get a bit of compensation.

When I had an issue with my Nationwide account, I even had someone call me back later to give me the answer to the question I asked about the issue I was having, rather than being dismissed or being left on hold for an hour on the phone. :T

glider3560

I had a similar issue with another bank where they messed up a standing order over a bank holiday weekend.

Initially being told it was my fault (apparently I changed the date of the standing order after the first one was paid), when I got through to complaints they spoke to the technical team who confirmed it was their fault

It was credited back to my current account (immediately) backdated to the date it was incorrectly taken (so no overdraft fees charged). They also paid compensation. They liaised with the recipient (my mortgage company) for the payment to be returned.

jlo

glider3560 wrote: »

I had a similar issue with another bank where they messed up a standing order over a bank holiday weekend.

Initially being told it was my fault (apparently I changed the date of the standing order after the first one was paid), when I got through to complaints they spoke to the technical team who confirmed it was their fault

It was credited back to my current account (immediately) backdated to the date it was incorrectly taken (so no overdraft fees charged). They also paid compensation. They liaised with the recipient (my mortgage company) for the payment to be returned.

That is good to know, thank you!

jlo

Nationwide were in touch. They have offered compensation for the poor customer service.

They don't accept that there has been an issue with the standing order. Their position is (which I don't understand at all) is that because I asked for payments to be made on the third of every month, and asked for the standing order to end on 4 september (which made sense to me ... why would I end it on 3rd and risk the last payment not being made ...??) that they make a final payment on the 4th.

I find it utterly bizarre. I have just gone in to the app to look at the page for setting up a standing order and nowhere does it say that the s/o will go out twice in the last month. So to me, nationwide has not followed my instruction which was for the £200 to be paid monthly. So still feeling annoyed!!!

[Deleted User]

I see what's happened.

You specified the SO to be taken on the 3rd of every month with the last payment to be taken on the 4th of September.

That's the way the SO setup is done with Nationwide.

Thrugelmir

!!! wrote: »

I see what's happened.

You specified the SO to be taken on the 3rd of every month with the last payment to be taken on the 4th of September.

That's the way the SO setup is done with Nationwide.

Which accounts for the double payment made.

[Deleted User]

Thrugelmir wrote: »

Which accounts for the double payment made.

Exactly.

The way the Nationwide's payment thing is setup can be confusing.

So it should have been setup to take on the 3rd of every month, with the end date being the 3rd of September as well.