natwest mistake

958475949

so last month we had a issue with natwest where a complaint was raised as there system was calling for out mortgage direct debit to be taken twice in a month. 

the complaint was raised and settled with us receiving a small amount of cash as compensation and I was assured the issue was sorted and would not happen again.

Today I received a text and email saying we had missed a mortgage payment and the 29th. I knew we hadn't as it left our account, I double checked before phoning them aswell. 

when I got through on the phone yet again there system this month was still trying too call for 2 mortgage payments.

The man I spoke to was baffled as he could see the account is up to date and could see the complaint that was raised last month and should of been sorted. He has raised a new complaint for me as the issue wasn't sorted and said they are in breach of contract as the system is saying I owe two mortgage payments in a month which should never happen 

I'm not sure whether I should take it further or too wait and see what sort of compensation they offer me this time.

ACG

I have worked for a couple of banks over the years. 
Sometimes you think you have fixed a problem but it has not worked. 

Taking it further is just a waste of your time, they will always put you back in the position you should have been (which is their only requirement) and offer you some compensation on top. 

They will get it sorted, it might take a couple of attempts, but it will get sorted. 

958475949

ACG said:

I have worked for a couple of banks over the years. 
Sometimes you think you have fixed a problem but it has not worked. 

Taking it further is just a waste of your time, they will always put you back in the position you should have been (which is their only requirement) and offer you some compensation on top. 

They will get it sorted, it might take a couple of attempts, but it will get sorted. 

ahh okay, the reason I was considering taking it further was that he said we'd be in for alot of compensation since they still haven't fixed the issue. Its nothing I can change itd there system 

ACG

958475949 said:

ACG said:

I have worked for a couple of banks over the years. 
Sometimes you think you have fixed a problem but it has not worked. 

Taking it further is just a waste of your time, they will always put you back in the position you should have been (which is their only requirement) and offer you some compensation on top. 

They will get it sorted, it might take a couple of attempts, but it will get sorted. 

ahh okay, the reason I was considering taking it further was that he said we'd be in for alot of compensation since they still haven't fixed the issue. Its nothing I can change itd there system 

A member of staff said you would be getting a lot of compensation? 

RBS "lost" my business account. I could only access it in branch, they spent a month trying to fix it before telling me to open another account. They gave me £500... When they lost it, it was around September/October time, my tax was due at the end of December so there was quite a bit of money at the time. When the staff member says you will be due a lot of moneh, I would be surprised if you received more than £500 in all honesty. I know thats not a bad amount, but I would not be expecting thousands. 

958475949

ACG said:

958475949 said:

ACG said:

I have worked for a couple of banks over the years. 
Sometimes you think you have fixed a problem but it has not worked. 

Taking it further is just a waste of your time, they will always put you back in the position you should have been (which is their only requirement) and offer you some compensation on top. 

They will get it sorted, it might take a couple of attempts, but it will get sorted. 

ahh okay, the reason I was considering taking it further was that he said we'd be in for alot of compensation since they still haven't fixed the issue. Its nothing I can change itd there system 

A member of staff said you would be getting a lot of compensation? 

RBS "lost" my business account. I could only access it in branch, they spent a month trying to fix it before telling me to open another account. They gave me £500... When they lost it, it was around September/October time, my tax was due at the end of December so there was quite a bit of money at the time. When the staff member says you will be due a lot of moneh, I would be surprised if you received more than £500 in all honesty. I know thats not a bad amount, but I would not be expecting thousands. 

yes he said he couldn't belive what he was seeing as could see the problem from the month before, im  not expecting thousands at all, was just wanting people's opinions on the situation as its been stressful, when you get texts and emails saying you haven't paid when you know you have, the problem is that they cannot understand why there is 2 payments set up for the same day every month rather than one. last month I panicked and over paid as thought our payment hadn't been taken when it had. I've also never ever heard of this happening before 

Hoenir

If you know that you've paid your mortgage. Then it's safe to assume that it's a technical issue of some kind. Not something you would be expected to be compensated for other for than minor inconvenience.  

958475949

Hoenir said:

If you know that you've paid your mortgage. Then it's safe to assume that it's a technical issue of some kind. Not something you would be expected to be compensated for other for than minor inconvenience.  

the issue is they are trying to take 2 payments every month, as they have said they are in breach of contract by doing this, I'm not expecting massive amounts of compensation but it been 2 months on the bounce and should of been sorted the first time a complaint was raised, which I didn't raise natwest have made raised the complaints for me 

958475949

Hoenir said:

If you know that you've paid your mortgage. Then it's safe to assume that it's a technical issue of some kind. Not something you would be expected to be compensated for other for than minor inconvenience.  

the issue is they are trying to take 2 payments every month, as they have said they are in breach of contract by doing this, I'm not expecting massive amounts of compensation but it been 2 months on the bounce and should of been sorted the first time a complaint was raised, which I didn't raise natwest have made raised the complaints for me 

ACG

958475949 said:

Hoenir said:

If you know that you've paid your mortgage. Then it's safe to assume that it's a technical issue of some kind. Not something you would be expected to be compensated for other for than minor inconvenience.  

the issue is they are trying to take 2 payments every month, as they have said they are in breach of contract by doing this, I'm not expecting massive amounts of compensation but it been 2 months on the bounce and should of been sorted the first time a complaint was raised, which I didn't raise natwest have made raised the complaints for me 

I dont think they are in breach of contract by attempting to take payment twice - I doubt there is anything in the contract that says they will only attempt once a month. Thinking about it, I am not sure how there can be. If you did not make your payment and called to make a payment over the phone, that would be a second attempt. 

Whoever you spoke to sounds like a bit of a liability for Natwest. 

I used to work for RBS first in customer services, then in complaints and then as a manager - I am amazed this person is on the phone. If they were on my team and I heard what you have been told, I would be pulling them off and putting them back through training. I have no allegiances towards them btw, they are completely in the wrong from what you have said. I just think I would maybe take what this person has said with a pinch of salt. 

958475949

so bit of an update, natwest closed the 2nd complaint as they thought it was a mistake and the same as the one the month before, now its been escalated to an urgent complaint so that it doesn't get ignored or mistaken for the first time it happened again 

silvercar

958475949 said:

so bit of an update, natwest closed the 2nd complaint as they thought it was a mistake and the same as the one the month before, now its been escalated to an urgent complaint so that it doesn't get ignored or mistaken for the first time it happened again 

Time to complain about their complaint handling! When this is all resolved, make sure it hasn’t effected your credit rating.