same card payment taken twice, advice please

[masmit]

I used my debit card on the 31st may & payment was taken out on the 1st june. On the 5th of june the same payment went out again.

I came across this myself because it caused me to go over my agreed overdraft, leaving me with the funds i should have had unavailable.

 

I contacted the company involved, to which they blamed the payment trust internal banking system, saying it was Natwest RBS fault.They said a full refund had already been made & if i have any charges they will pay them.

 

So i contacted Natwest, this is on saturday, they said it had been logged but could not do anything because the relevant department to investigate the error works mon-fri. So i call back monday & was put through to this department. They said they could find no error on natwests part & would confirm this in writing & would confirm the charges incurred due to this double payment, proving to the company they were being applied.

 

So the company claim no responsibility, Natwest claim no responsibility, Then who is?

I have been unable to withdraw funds i should have had available now since Saturday it is now Tuesday, i still have not recieved a refund.

 

I have made numerous calls & emails to both parties, 4 days without funds charges being applied, all of which is no fault of mine.

Is this not card fraud, unauthorised use, is it not Natwest that should take reponsibility, & not appling charges making the situation worse.

 

I am really stressed out have no money & it still is not resolved.

Please any advice would be greatfull to resolve this issue.

Edited June 9, 2009 by masmit

[masmit]

I used my debit card on the 31st may & payment was taken out on the 1st june. On the 5th of june the same payment went out again.

I came across this myself because it caused me to go over my agreed overdraft, leaving me with the funds i should have had unavailable.

 

I contacted the company involved, to which they blamed the payment trust internal banking system, saying it was Natwest RBS fault.They said a full refund had already been made & if i have any charges they will pay them.

 

So i contacted Natwest, this is on saturday, they said it had been logged but could not do anything because the relevant department to investigate the error works mon-fri. So i call back monday & was put through to this department. They said they could find no error on natwests part & would confirm this in writing & would confirm the charges incurred due to this double payment, proving to the company they were being applied.

 

So the company claim no responsibility, Natwest claim no responsibility, Then who is?

I have been unable to withdraw funds i should have had available now since Saturday it is now Tuesday, i still have not recieved a refund.

 

I have made numerous calls & emails to both parties, 4 days without funds charges being applied, all of which is no fault of mine.

Is this not card fraud, unauthorised use, is it not Natwest that should take reponsibility, & not appling charges making the situation worse.

 

I am really stressed out have no money & it still is not resolved.

Please any advice would be greatfull to resolve this issue.

 

CAN someone help with this problem please

[yourbank]

On the narrative for the card payment on your statement it will have the last four digits, the time and the date. Can you check that this is there? And can you tell me that they both tally?

Was it an internet payment or a face to face payment(ie you were in the shop at the time of the payment)?

[masmit]

Natwest have blamed the internal banking system, they said it could be Natwest's internal payment trust but not sure. The charges will still be applied to my account & i should claim them back from company that took the payment TWICE.

 

They wonder why there's no trust, I have just found out there is no protection with a debit card online transaction.When there is a problem they pass the book.

All the bank want are charges, even after admitting this was no fault of mine & a banking error.

There needs to be a big shake up with these bank's, they still think they do no wrong & theirs nothing wrong with their system,

lets hope the charges claim NEXT WEEK WAKES THEM UP TO A CRAP SERVICE.:(

[masmit]

On the narrative for the card payment on your statement it will have the last four digits, the time and the date. Can you check that this is there? And can you tell me that they both tally?

Was it an internet payment or a face to face payment(ie you were in the shop at the time of the payment)?

 

thanks for the reply.

I have posted above there response.

[yourbank]

still waiting for a response cos either it has fully gone through the account or it is a ghost transaction and won't actually fully clear through the account. And if it has been debited twice then the said retailer has indeed made the error.

 

 

EDIT: NatWest are dumping Maestro for VISA Debit later on in the year which will bring about a lot more protection(providing staff are trained properly).

[masmit]

still waiting for a response cos either it has fully gone through the account or it is a ghost transaction and won't actually fully clear through the account. And if it has been debited twice then the said retailer has indeed made the error.

 

 

EDIT: NatWest are dumping Maestro for VISA Debit later on in the year which will bring about a lot more protection(providing staff are trained properly).

Sorry for the delay, It was an online transaction that the one payment made has gone out of my account twice, causing me to go over my overdraft, that is why Natwest are charging me. it was not a ghost transaction.

like i have said natwest have admitted the error has nothing to do with me, but are still slapping charges to the account.

This is internal banking for you, like i said you would think i would have some protection from unauthorized transactions.

Crap banking policy pretecting themselves, screw the customer.

I agree totally about the staff training, they should start with showing the left had what the rights doing.

thank's for the response yourbank, I will have to make my complaint to both parties because i feel they both have responsability to me the customer about this error.

Edited June 9, 2009 by masmit
added

[yourbank]

I still am none the wiser was it a duplicated online transfer or did you pay for goods online?

 

You can you post the transaction details on here excluding cost, name of business. All I need to see is the narrative bit ie POS and that line excluding cost and your balance for both transactions. Are they identical?

[masmit]

I still am none the wiser was it a duplicated online transfer or did you pay for goods online?

 

You can you post the transaction details on here excluding cost, name of business. All I need to see is the narrative bit ie POS and that line excluding cost and your balance for both transactions. Are they identical?

Yes it was a duplicated transfer taken i thought i had said this, the company told me there was an error involving there internal merchant banking system which asked for the payment twice.

They say it was not them that requested the payment twice, that their internal banking had this error & natwest was their merchant.

As i have said also natwest have denied the error on their part & applied charges to my account.

no company are takin responsibility.

[yourbank]

Yes it was a duplicated transfer taken i thought i had said this, the company told me there was an error involving there internal merchant banking system which asked for the payment twice.

They say it was not them that requested the payment twice, that their internal banking had this error & natwest was their merchant.

As i have said also natwest have denied the error on their part & applied charges to my account.

no company are takin responsibility.

If the company who you paid the money to is saying that it was a merchant fault then they are liable since they are the company. Have they refunded the amount that was taken twice? If they have then technically they are at fault. However with regards to the charges, it's a straight forward normal claim as advised on here.

[masmit]

If the company who you paid the money to is saying that it was a merchant fault then they are liable since they are the company. Have they refunded the amount that was taken twice? If they have then technically they are at fault. However with regards to the charges, it's a straight forward normal claim as advised on here.

 

 

The company refunded me today.

They are claiming the merchant bank are Natwest & the error caused a duplicate payment.

Natwest are not budging with the charges.

through no fault of my own, i have to get the charges back off the company involved.

 

I will be making a formal complaint to both parties as i have said.

 

I feel totally let down by natwest, they are treating me as if i have abused my account, & proves there's no protection for customers, even when they have the facts, it proves their charges driven no matter what the circumstance.

 

Thank you yourbank for your help.

[masmit]

Hi yourbank,

can you take a look at this email & see what you think, i still can't get either party to take blame.

Dear Mr ...........

We have spoken to Payment Trust Technical Department (Nat West RBS) and they have confirmed that the error occurred at their end, and it is in no way a Betfred related problem.

A full tech report will be sent over to Betfred once their investigation is complete, but please find below a brief outline of what occurred and the current status of the affected transactions;

• A file submitted by another merchant contained some errors - this made the PT/Streamline system reject all files
• PT techs removed the records that had errors from the file in question and resubmitted. The duplication of transactions occurred because the file was re-submitted on the same day as the first attempt
• All VISA duplicates have successfully been returned with 1 day delay - this accounts for the majority of the transactions.
• Switch and Solo transactions keep failing when Payment Trust try to cancel the duplication - they are currently investigating what the issue is.
  
• MasterCard duplicates will be cancelled but Payment Trust have to perform the action manually - they expect this to be complete later today, or Tuesday at the latest.
  

These actions are affected by Payment Trust Processing (Nat West RBS) and not Betfred. No monies have been received by Betfred and we have been assured that all customers will be reimbursed by end of business on Tuesday 9th June/Wednesday 10th June. Any funds transacted to customers in error will be recalled within the same process.

We have advised customers to forward their statements showing any charges and these will be refunded on receipt.

Once again we apologise for the error on behalf of the payment processors, but Betfred can hold no responsibility regarding the transactions on customers accounts.

If you require any further assistance then please do not hesitate to contact Customer Services

Kind Regards

Patrick McGuire

Customer Services Advisor

[yourbank]

I would suggest you send an email to this address:

Explain the chronological way the transactions unfolded, who you spoke to at the bank and the company and copy and past the email response :

Email addy to send it to is [email protected]

[masmit]

I would suggest you send an email to this address:

Explain the chronological way the transactions unfolded, who you spoke to at the bank and the company and copy and past the email response :

Email addy to send it to is [email protected]

 

 

Thank's yourbank