This topic was closed on 09 March 2019. If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support there. If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened. - Consumer Action Group

This topic was closed on 03/07/19. If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support there. If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened. - Consumer Action Group

After 3 letters from me and almost 2 months of waiting, they have refunded £215 to my account for all charges made within last 5 years. 1st letter I sent got the usual reply letter stating their position, their policies aren't unfair but they respect your views. 2nd letter was completely ignored, it reiterated my claims in the first letter but with more threats of legal action but apparently was lost/binned. 3rd letter, as they didn't reply to my 2nd letter within 3 weeks I sent the 2nd letter again but with a 3rd asking why it had no received a response. I gave them 14 days to refund or it would go to court. So 4 days after my third letter I get a reply saying roughly the following: "We believe that our charges are fair, reasonable and transparent. We consider that the amounts debited to your account have been applied strictly in accordance with your agreement with us and our published tariff, which we are satisified, complies with all applicable laws and regulations. We are also committed to ensuring the transparency of the information that we give to our customers about the operations of our products. Against that background, we must differ to the views expressed in your letter. Notwithstanding this, I am prepared to make one additional gesture of goodwill refund of all of the charges detailed in your letter...." So despite Natwest out-rightly disagreeing with my claim they have refunded the money anyway, great result! Unlike other members on this forum my claim amount was quite low which is why I'm guessing they let this case slide. If theres any extra info I can provide other members just ask and I'll do my best.

Hi Snoopy, thanks for posting your letter they do appear very similar! Well done on getting your charges back! Since my last post they have charged me again so my total is now £225 :o Should be getting a reply to my 2nd letter shortly, I have a gut feeling they aren't going to be cooperative.

Is there a template for the 2nd letter like the 1st claim letter? Or is everyone writing their own personal 2nd letters?

Oh also would it be wise to call them and have a go that way -- explain I got this reply but I still demand the full amount back or I'll take legal action? Or is it best to just send the 2nd letter and keep communication in written form?

Hi all I sent my first letter demanding my fees of £119 and finally got a reply letter today. Since posting the letter I have been penalised twice more bringing the total to £187 grrr. But anyway, they have offered to refund £35 as a gesture of "good will". Having read the FAQs this is their standard reply right? I'm going to send off my 2nd letter saying no I want all my money back including the new fees, that would be goodwill you crooks hehe. They mention their contact with OFT regarding credit cards, even though I am only claiming regarding current accounts that use debit cards. And also what do they mean dont disclose details of the £35 payment to any third party? Keep it hush hush? Here is the letter they sent me: Dear Mr .... Thank you for your letter of 4th April 2006 and I apologise for any dissatisfaction caused by the application of charges to your account. We believe that our charges are fair, reasonable and transparent. We consider that the amounts debited to your account have been applied strictly in accordance with your agreement with us and our published tariff, which we are satisfied, complies with all applicable laws and regulations. We are also committed to ensuring the transparency of the information that we give to our customers about the operations of our products. The OFT is presently in contact with us and with seven other major credit card companies to discuss the level of charges on credit cards. It is important that I emphasise these discussions are limited to charges on credit cards only. Consequently, against that background, we must differ with the views expressed in your letter. Despite this, we have taken the opportunity to review the charges that have been applied to your account and on this exceptional matter we have agreed to refund £35.00 charged to your account on 13th December 05 as a gesture of goodwill. Accceptance by you of this payment will be in full settlement of all claims you may have relating to our charges and strictly on the basis that you agree not to disclose to any third party the fact of, or any details relating to, this payment. However, any charges that accrue in the future must stand. Again, thank you for taking the time and trouble to write and I hope that your complaint is now resolved to your satisfaction. Yours Sincerely George Wilson Customer Services Officer

Ok well I finally got around to sending off the first letter to Natwest regarding £119 of penalty charges but I haven't had a reply yet. I sent it last Tuesday so it hasn't been very long, and of course its Easter bank holiday which will delay things. Since posting the letter on Tuesday they have charged me a further £30 for bouncing a debit direct and £28 for going over my overdraft caused by that £30 fee. B*****ds!! I'm a 4th year student soon to graduate but entirely broke at the moment, Natwest know this yet continually kick me when I'm down. I called Natwest's 24 hour phone line on Thursday about the two latest charges and wanted to see if a verbal request would get me anywhere while the written one is on its way. However I was re-directed 3 times to different people to be finally told that the department I needed (lending dept I think) closed at 8pm. I called at 7:40pm but they left me on hold and transferred me for 20 minutes. Having read other posts in this forum, is it fair to expect some underhanded deviousness from Natwest after receiving the first claim letter? I find it so coincidental sometimes that I am cut-off when being transfered, or they fail to call me back when they offer to. Maybe I'm just being paranoid, but it worries me that they could demand the full amount of my overdraft back (£1600) and get away with it. As I said I am a poor student and will be for a few more months until I find a decent graduate job (hopefully!). But if they did decide to impose any ridiculous demands on me as an act of financial revenge for being cheeky I'd be stumped.

Hi BookWorm Right where can I start - I have read in other threads that the forum FAQ holds all the answers but can't for the life of me find the link! If its the small claims court they want its what they will get, providing the claim amount is under £5000 I shouldn't have to pay their legal fees right? Exciting! Thanks, techItch

Hello! I'm new to these forums but was reffered by overclockers.co.uk in a thread about the 1977 Unfair Terms (contracts) Act and the 1999 Consumer Credit Act (Unfair Terms in Consumer Contracts). Natwest have charged me £28 serveral times over a couple years for going over my overdraft by sometimes a few pounds. Is it true that these charges are unlawful and can be claimed back by sending a threatening letter? tech