NatWest being awkward or just correct?

[Kidson]

I am claiming on behalf of my daughter who lives in the UK and I in portugal.

Letter sent to NatWest local branch on the 11th August requesting refund of all penalty charges and further letter attached requesting a list detailing all the charges levied and description of what it was for, under the Data Protection Act 1998 and enclosing cheque for £10.00.

Phoned bank to day. Surprise - surprise - unable to trace receipt of letter - so forwarding copies and also arranged my daughter hand deliver her copy to the bank this afternoon which bank acknowledge they have now received !!!!

I am advised by Bank that if they cancel a Direct Debit because my daughter defaulted twice - they will not then reinstate a DD for three months even though the account is now back in the BLACK. Are they at liberty to do this? Anyone else come accross this before??

[Just Chris]

NatWest have always let me reinstate my direct debits immediately, just need to complete another mandate

[Kidson]

Originally Posted by Just Chris

NatWest have always let me reinstate my direct debits immediately, just need to complete another mandate

Hi Chris,

They have declined to do so for my daughter - say she must wait three months before they can accept new DD's from previous cancelled DD's.

Absolute rubbish! DD's can be set up by the company and DD's canselled by the cust can be reinstated within 90 days. Some of the info given out by staff just baffles me and I work for the bank.

[Just Chris]

i think the member of staff misinformed you - i'd suggest ringing them again and clarifying

[Kidson]

Originally Posted by natweststaffmember

Absolute rubbish! DD's can be set up by the company and DD's canselled by the cust can be reinstated within 90 days. Some of the info given out by staff just baffles me and I work for the bank.

In my case the DD's were cancelled by the bank - not the customer - as after insufficient funds in the account to meet the same direct debit twice - then the bank automatically cancelled the DD and they now say cannot be reinstated for three months.

As DD's cancelled by the bank - does that change your counsel? Information given to me was by bank manager of the branch in question !!

What I was trying to do on the post is highlight the fact that they can be reinstated by the bank, however under the circumstance you have mentioned I stand my ground in that the Branch Manager has misinformed you for 1 main reason. Need background, big companies have an system of setting up DD's which does not go through the bank, so they can set up a new DD within 3 months and there is nothing to stop them from doing so. Also, I'm sure that we can indeed reinstate cancelled DD's when done so by the bank providing it is within 90 days of cancellation. (on this last point, I will have a think about it and get back to you within a few days).

[Kidson]

My daughter requested Gas company as an example to start new DD as previous one had been cancelled by the bank. Gas company has now reverted to say, bank refuses to accept new DD and as consequence.............. ........

Similar saga applies to Other Utility companies and has left my daughter in a most difficult predicament as she had no idea this negative procedure was being taken by the bank - only learned of situation following receipt of letter from Utility company etc.

Daughter not informed verbally or in writing prior to bank actioning in manner as described - which I believe to be wholly irresponsible.

[Kidson]

I got a colleague this morning to ring a local branch of the Nat West and to pose the question as to whether it is normal procedure in the event the Bank has cancelled a DD that the customer then has to wait a period of three months before that DD can be reinstated. - The answer "YES" normal procedure !!!!!

Anyone else care to ring their local branch and see whether they get the same answer? If yes does the manager have any discretion over this matter – particularly if the customer has more than adequate funds in place to meet the DD.

[Kidson]

Just for reference purposes.

I phoned the Financial Ombudsman service and raised the query - was advised the Bank have ever right to refuse - so there we have it - end of story