NatWest nightmare!

eskbanker

maybeshewasbornwithitmaybeitsquarantine said:

Sorry, I didn't make that clear.

They did NOT switch the direct debit to pay the card. 

As they're the receiving bank, they're responsible for resolving issues such as this, and covering incremental charges incurred, but it may not actually have been their fault as such - it can be the credit card company or the other bank in scenarios like this, but it obviously shouldn't happen.  Did you find out what actually happened, i.e. did the old account definitely close properly, did the card company actually call for the payment, was the time between switch and scheduled payment adequate, etc?

Daliah

maybeshewasbornwithitmaybeitsquarantine said:

Be VERY CAREFUL about your credit cards, as the NatWest switching service didn't even try to switch mine. I had to do it manually and I found it hugely stressful. 

maybeshewasbornwithitmaybeitsquarantine said:

Sorry, I didn't make that clear.

They did NOT switch the direct debit to pay the card. 

Thanks for the clarification. 

It is very clearly the responsibility of the switched-to bank to switch all DDs. If they fail to do so, the Switch Guarantee protects you.

Who is your credit card with? Generally it should be very straight forward to change the DD mandate you have given to the credit card company. Most of them allow you to do it online, or on the phone. Only in very rare cases would you have to fill in a paper form and post it to them.

None of it should be hugely stressful, but if you feel Natwest have not delivered on the Switch Guarantee, you should consider raising a formal complaint. Present your case in a factual and calm manner, avoiding emotional language. You might get another £25 or £50, you never know!

maybeshewasbornwithitmaybeitsquarantine

eskbanker said:

maybeshewasbornwithitmaybeitsquarantine said:

Sorry, I didn't make that clear.

They did NOT switch the direct debit to pay the card. 

Did you find out what actually happened, i.e. did the old account definitely close properly, did the card company actually call for the payment, was the time between switch and scheduled payment adequate, etc?

Thanks eskbanker, no, the man on the phone didn't discuss it at all. It was simply a tick box exercise for him, call customer and mark as resolved!

eskbanker

maybeshewasbornwithitmaybeitsquarantine said:

eskbanker said:

maybeshewasbornwithitmaybeitsquarantine said:

Sorry, I didn't make that clear.

They did NOT switch the direct debit to pay the card. 

Did you find out what actually happened, i.e. did the old account definitely close properly, did the card company actually call for the payment, was the time between switch and scheduled payment adequate, etc?

Thanks eskbanker, no, the man on the phone didn't discuss it at all. It was simply a tick box exercise for him, call customer and mark as resolved!

But my point, as per the rest of my post, was that the issue here could have been caused by either current account provider or the credit card company, so if you haven't been able to establish the facts about what happened then how can you decide which party was at fault, as you apparently had done when starting the thread?

born_again

Had a payment been taken by the DD from the old bank account in the last 13 months?

Just wondering as a DD will expire after non use of 13 months.

maybeshewasbornwithitmaybeitsquarantine

born_again said:

Had a payment been taken by the DD from the old bank account in the last 13 months?

Just wondering as a DD will expire after non use of 13 months.

Yes, it is used every month and active.