Admitted human banking error but they still want us to pay?

Altior

elsien said:

Altior said:

This is nonsense tbf. If your Dad has proof that they accepted the full payment, that is the end of it. Need to follow the complaints process to the fullest as it sounds like you are doing. the bank has to prove that it was short, not the other way around. Even then, they are on a very weak footing. 

I've managed cash handling for many years in the past as a finance manager, not in banking but the principles would be the same and we turned over £millions in cash. They have cashed up the till, found it is 70 short, then carried out an investigation. Have pinpointed that transaction as the most likely cause of the shortfall, but equally a cashier (or someone else) could have had it away. 

It is inconceivable that a banking cashier would have accepted the payment without counting it out. At least in my experience. 

No it's not. One of my staff accepted twice as much money as they should have done once at the post office counter. They were very grateful when I took it back as their tills hadn't tallied but they had no clue where it had gone. In that instance both my staff member and the cashier were at fault. 

At least in my experience. I have never known it, dealing with hundreds of cash handling staff, investigations and disciplinaries. I should imagine banks have a slightly higher standard.

If this is such an obscure error, that the OP's Dad was very short in the payment AND the cashier just chucked it in the till without counting it, the OP's Dad has proof that the bank accepted the amount specified. That's the end of it for me, and I would push it as far as I could. The OP needs to take the complaint as far as he can and then determine if he is up for a fight if he doesn't get the right traction.

wyl8

Thank you everyone for your comments. I think I will continue with my logged complaint about this as yes, my dad has a stamped receipt with the full amount written on it stating it has been paid in full. Even if there was a mistake it is the principle of this whole situation. If there was a discrepancy with what he took into the bank surely it is the cashiers job to count it again and point out that discrepancy there and then, on the counter before she takes it in, stamps the receipt and writes down the amount paid! Instead of then stating after the fact and requesting my dad essentially pay again! 
As for him carrying cash around, I've already said that it would be easier if he used his debit card to pay, so that any mistakes are the fault of the cashier at the bank but old folk are just stuck in their ways and want to do things the way they've always done them... Maybe after this he will convert.

wyl8

retiredbanker1 said:

What would your thinking be if your dad had overpaid by £70 - would you want that money back? Of course you would - so the bank wants its £70 back - not sure really why all the fuss here. They have agreed to cancel next month's interest so your father will not be out of pocket.

Yes but he's already paid in full so he would be £70 out of pocket if he has to pay it again!

theoretica

Your title seems wrong - they have not 'admitted' error, they have claimed there was one - or rather two, in the counting by the cashier and by your father.  My reply would be that you have investigated, and the bill was paid in full and you have the receipt in evidence.  They have not offered any evidence to go against that.  But it does seem a little strange to me that they would not take responsibility for the alleged error unless they had reason to think there was a reoccurring issue with your dad's payments.

scott_lithgows

Does he bank with Nat West as well?
If he does,help him switch and the £125 welcome bonus from Nationwide will pay that £70 off easily 

mab3000

If the complaint is being looked into outside of the branch, I’d be very surprised if they don’t just admit liability and credit his account with the £70. It hardly seems worth the time and cost to look into a complaint for the sake of a missing £70, especially if your father has receipt confirming the payment.