Natwest bank sent an unauthorised duplicate payment & refuse to refund

Armorica

ratechaser said:

born_again said:

Armorica said:

What I would say, is there is a chance that the girl you spoke to was working from home, with a less-than-amazing access to corporate system to find the form she needed.  When call centre staff are working from home, especially if isolated, I'm not surprised if a little more humanity shows vs. scripted robot.

Justs a heads up.
Bank staff working from home have FULL access to the same systems they would have if they were sat in the office. Otherwise there is no point in them working.

Same systems yes but a lot more variable internet access at an individual staff level. My own WiFi can be a bit patchy (really need to get round to putting that mesh system in...) - thankfully I don't have to talk to many external customers as Zoom does have a bit of a habit of killing my VPN connection...

Yes - exactly this. The speed and glitchyness can vary dramatically - it's about the quality of access, not binary yes or no access.