Natwest Fraud Dept - we call you but we can't speak to you!

accountantK

I am a great supporter of using every process available to avoid fraud. However, when I receive a phone call from my bank (or anyone) I expect someone to be on the line. So when Natwest called me concerning an online transfer I was making to my account with another bank all I got was a message saying I was in a queue. The queue is so long that I had to terminate the call. My transfer is still waiting two weeks later. 
Do I have to accept that the banking service provided by Natwest is now the norm (as Natwest infer in not upholding my formal complaint)?
Is this the norm within the banking industry?

MACKEM99

Bankers ryming slang 

Notepad_Phil

I thought the norm was that a bank would either just silently stop a payment or at best silently stop the payment and text/message you to let you know and then you had to ring them and wait in a queue.

Unfortunately with the amount of fraud/potential fraud that goes on nowadays it is likely to be very expensive to have the numbers of people that would be needed to deal with every single call the exact instant the notification happens.

The most I personally would hope for is that it didn't take too long to answer the call during normal working hours and it would be extra nice if they kept you notified of where you were in the queue.

born_again

accountantK said:

I am a great supporter of using every process available to avoid fraud. However, when I receive a phone call from my bank (or anyone) I expect someone to be on the line. So when Natwest called me concerning an online transfer I was making to my account with another bank all I got was a message saying I was in a queue. The queue is so long that I had to terminate the call. My transfer is still waiting two weeks later. 
Do I have to accept that the banking service provided by Natwest is now the norm (as Natwest infer in not upholding my formal complaint)?
Is this the norm within the banking industry?

Banks do use automated phone services in cases like this. Many people simply do not answer, so get a rep pretty quickly, sometimes they all answer = long wait.
So is there any reason you have not rang them in the last 2 weeks? 

They will not process the payment till they have spoken to you.

Having had to make outbound security checks, I can say no matter how many staff you have doing them, it will never be enough.