Is this an admission of automated charges?

[robbond55]

Hi all.
My wife rang up the Co-op bank today to asked why a £25 charge had been applied to her account.
The lady on the phone stated that this was a charge for honouring a Direct debit that was reefused by the bank.
She then went on to say that "if you go over your overdraft limit or have a direct debit refused then it will click in a charge".
Seems to me that is the same as the cahrge is applied automatically?
If anyone agrees with me I have the time and date noted of the call and also the name of the person who my wife spoke to then I will use a Subject Access Request to get a copy of the recording.
Regards all,
Rob

I apologise for this sarcasm but this has come as shocking news

[robbond55]

HI Nattie.
The point that I was trying to make is that banks will not admit the charges are automated, referring at some point (especially in replies to prelimenary requests for repayments) that some 'manual intervention' has taken place at some point.
If it is automated then charges can not be justified under common law as this is why banks will not admit to automation of charges.

I have read very few posts that state manual intervention has taken place. I should say at the outset that NatWest do not(I work for them). I can tell you now as an existing and current member of staff that the process is automated. Yes, there is the possibility of manual intervention and yes there is within the systems in place a method for a partial himan decision being made but the process in automated.