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Tesco Credit card refund help .

Hi all , Sorry for the long first post but need some advice .
 Ok , I fell ill and had to have 5 mths off work so I contacted my Mortgage company NatWest and they were very understanding , they placed me with their Debt management group so we could pay as much as we could till I went back to work . Now Im back to work we still pay to the debt management group but in 3 mths will be able to go back into the open market for our Mortgage. 
 As I had a massively reduced pay for January (more time in Hospital) my brother was happy to pay the £758 this month for me using his Tesco clubcard credit card , he came to our house we went to the Natwest online payment site , filled all the details in but when it got to the security clearance for the card it wanted to send a one off code to the phone number linked to his credit card , this was his home number and he was an hour away from there so he cancelled the transaction.
  we then drove to his house went through all the same stuff again and waited for the phone call giving him the one off code , this never happend so after 45 mins he cancelled the transaction again . I then rang the Natwest to and was able to make the payment over the phone to them.
 Next day my brother went to use his credit card for a purchase and was declined , he rang Tesco banking and was told that the 2 online payments had been sent to the cloud awaiting Natwest to take them , He explained what he had done and they said they were authorised anyway , Now my brother is £1516 out of pocket until the money goes back onto his card but in the meantime Tesco are charging him £12 for going past his limit . Natwest have said Tesco need to refund him and Tesco keep saying Natwest have to refund him , the best I've been able to get from the Natwest is my brother to ask Tesco to chargeback the phone payment and a similar thing for one of the online payments , All Tesco  keep saying is its down to Natwest to refund the payments . Whilst this is all going on my brother still cant use his credit card and is still being charged for going past his limit.
 We are both lost as to who needs to refund him now and its causing a lot of stress , would anyone be able to give us some advice as to who has to do the refund , I'm feeling really bad about it as he was willing to help me out till the end of the month and now he's in debt due to Tesco banks incompetance.
 Many thanks
   

  
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Comments

  • yksi
    yksi Posts: 1,024 Forumite
    1,000 Posts Fourth Anniversary Name Dropper
    Tesco. He is not a Natwest customer! He needs to ask why they are charging him fees and interest when they didn't authorise the payments using the security code. 
  • Thanks yksi ,
     He rang Tesco and asked why the payments were sent without the security codes , they all but said they assumed he wanted to pay , Then went on to tell him the payments will sit in the cloud for 10 days and if Natwest doesn't take them they will go back to his card , Natwest took them as they had all the correct details on their automated system to credit my Mortgage account .
     I'll let my brother know and hopefully Tesco will be more helpful when he rings them as they keep saying the Natwest have to refund as they took the payments.
  • born_again
    born_again Posts: 16,924 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    So the transactions have not yet debited his account? 
    ie not showing on a statement. 
    That means there are no charges.
    Tesco are right. It is NatWest who need to cancel the transactions off.

    In future this is a better way to do stuff like this. Get brother to send money to you via faster payment. You then pay the bill. It means that NatWest do not have his card details on system (they could take further payments using these) and it keeps problems like this from happening.

    Making a chargeback on a mortgage payment is risking a lot. As if the wrong one is actioned ( they have no way of knowing which to do out of the 3) it could mean you mortgage account is even more messed up than it is now.
    Life in the slow lane
  • Nat West needs to tell Tesco that they aren't going to take the money from those transactions yes, but that  will happen automatically within a week. Regarding the £12 charge he'd have to contact Tesco once all of this is cleared up.
  • Thanks born_again , According to the Natwest  they are showing all 3 payments on my account from Tesco , this was a one off that was supposed to just help me out till the end of the month not an ongoing thing I'd ask of my brother but I appreciate what your saying .
     So am I right in saying I need to contact the Natwest and ask them to refund 2 of the payments to the payment card that was used from my account with them ?
  • SnowTiger
    SnowTiger Posts: 4,461 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    jrm75 said:
    Natwest took them as they had all the correct details on their automated system to credit my Mortgage account .
    afis1904 said:
    Nat West needs to tell Tesco that they aren't going to take the money from those transactions yes, but that  will happen automatically within a week. Regarding the £12 charge he'd have to contact Tesco once all of this is cleared up.
    I don't think there would be a £12 over limit charge for a pending payment that wasn't taken.  It appears Natwest took two payments.

    If I was the OP's brother I would complain to Tesco Credit Cards.
  • born_again
    born_again Posts: 16,924 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    jrm75.
    What we need to know are have the transactions debited your brothers account yet? Or are they still just pending (lack of avaiable funds).
    As it makes a big difference to how this can be dealt with.

    Problem with all these new 2fa regulations is if, like this case and the delay and then cancelled. Due to time limits on authorisations, they can authorise by default as they time out.

    Put simply some of  this has to be done in seconds.
    Card holder makes payment. Retailer received trans details, approves. Goes back to card provider to check for funds & security system, then through VbV or mastercard secure, then to 2FA approval.
    Far too many, steps where a drop in the link can cause issues (decline, but has already been approved as retailer system is flaky.
    Life in the slow lane
  • 2e0arr
    2e0arr Posts: 1,007 Forumite
    Part of the Furniture 500 Posts Name Dropper
    how much do you owe your brother ?
  • born_again 
    when I rang the Natwest they were showing the 2 online payments (that were cancelled) and the over the phone payment in my mortgage account , when my brother rang Tesco they said he had £192 left on his credit card which has a limit of £2500 .
     The transactions that were cancelled online were at the Mastercard Secure check where he had to enter the one off code being sent to his house phone by Tesco , Of which neither times did they send a code , hence the cancellations as he could go no further without them.
    As far as Tesco are concerned he has paid Natwest 3 times.
  • born_again
    born_again Posts: 16,924 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    Thanks for the info.
    Ah so none have debited yet.
    Given what NatWest have said I would not be worried about any other than one debiting.
    Your brother will not be charged a over limit fee unless more than one debits as he will still be in his limit.
    Life in the slow lane
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