NatWest BT card - payment order of transfers - latest transfer not first to end

[Deleted User]

Checking my statement, I noticed at the weekend that NatWest have been allocating my payments to the more recent BT I did (12 months 0%) that ends in September 2022, rather than the initial transfer I did that ends in June 2022 (20 months 0%). Thus I would have ended up paying interest on that balance and means I need to up the payments to clear both in time.

I can't see anything on their site for the repayment order that says it would be that way nor could their customer services help - they have said they will flag it up internally. The only possible thing is that the second transfer is listed as "special offers" vs the initial was "intro balance transfers" but given they are both 0% just different end dates it seems odd they'd do it - may be of use to someone?

molerat

Looking at their T&C's I would say they are clearly in the wrong.  The payments should be coming off the first ending amount irrespective of the heading they put it under.  Ignore the wishy washy CS cop out, a complaint is in order and all payments re-allocated where they belong.

[Deleted User]

Thank you for the reply, it's no great shakes to get them cleared off in the same time frame (£215 vs £270) but if the terms do say that, I'll ping them a complaint and see what they say. 

[Deleted User]

Just as an update to this, NatWest called and dealt with the complaint - they are unsure why the system is doing payments in that fashion, they said someone else had also had the same issue the day before I rang up funnily enough. They have offered to extend the 0% deal that is expiring if I want it so I don't need to increase the payments but I decided I'll just pay it off sooner as it'd be nice to have a clear card where I could use it again if needed