NATWEST REFUSE TO REFUND BENEFITS after Money Shop take extra UNAUTHORISED payments

[u have to be kidding]

Sorry it's NatWest

[u have to be kidding]

Ah well have the visa number at last 08453660391, shut till Monday. Money shop can whistle to the tune of a quid a month, they caused us hardship and cant afford the five we agreed, because of their greed! Thanks again guys xxxyou are wonderful

[dx100uk]

ah natwest

 

one of the two worst ones for chargeback

 

might be worth your while to contact VISA rather than your bank.

 

dx

[dx100uk]

changed your title

 

see if we can NAME AND SHAME

 

dx

[Mike_hawk]

Whilst it won't provide any immediate relief I would suggest drafting an e-mail to the following;

 

From:

From:

 

Just state the facts, bullet points [who, what, where and when]. Keep a written record of any/all events, I'm sure you'll resolve this but it may take a few days.

 

Phil

[u have to be kidding]

Wowza you guys are the bees knees! I am making notes, and will shoot one off to them will keep it sweet and short and to the point. Just in case virgin cut us off, as we have to cut back on everything, which is not much, is there a postal address too? They are another kettle of fish by the way lol. I will be checking out their broken promises as well!

[Ell-enn]

ah natwest

 

one of the two worst ones for chargeback

 

might be worth your while to contact VISA rather than your bank.

 

dx

 

I was helping someone who had over £300 taken out of their Natwest account by a PDL - he phoned the bank and reported it - was put through to the fraud team and the money was back in his account by 4pm the same day, so they can do it !

[Mike_hawk]

I was helping someone who had over £300 taken out of their Natwest account by a PDL - he phoned the bank and reported it - was put through to the fraud team and the money was back in his account by 4pm the same day, so they can do it !

 

Now there's an idea

 

Natwest security and fraud ops Farnborough 01252 386 982 [Mon - Fri only from memory]..... or try 0845 300 3983 - they report to Farnborough so don't expect them to do much [if anything] between now and Monday morning.

 

Phil

[caro]

As your partner has communications problems I suggest that you phone on his behalf when he's with you, so that he can just give his permission over the phone, and hand it back to you.

 

There's some info here that should help you. http://www.consumeractiongroup.co.uk/forum/showthread.php?336569-How-to-remove-a-lender-s-continuous-payment-authority&p=3813990&viewfull=1#post3813990

[BRIGADIER2JCS]

Ok.

 

Formal Complaint.

 

The Director of Retail Banking

Nat West Bank.

 

Ref: xxxxxxxxxx (Acct No. and Branch address).

 

Dear Sir,

 

I am making a formal complaint regarding the way in which the staff at xxxxxxx branch

have dealt with me over debit card payments being taken by MoneyShop on xx xxxxx.

 

I checked my online account on xxxxxxx to find that 2 debits of £25.00 had been taken

from the account without my knowledge, on enquiring as to what these payments were

for I was told that MoneyShop had taken them.

 

These payments were not authorised by me, as I had become unemployed n xx xx xxxx and

now have only benefits to live on.

 

My partner and I had informed MoneyShop of the situation earlier that day (change if incorrect)

of the situation and provided all the financial data they had demanded and even the bank statement

showing that £ 50.00 was all the money we had to live on.

 

Your staff at this branch were obstructive and unhelpful and refused to make a charge back on the

unauthorised debits an stated that the bank had every right to pay the money as I owed the debt.

 

This left us with no money to feed a family of three, my partner her disabled son and myself and

I have health problems that make it difficult for me to communicate.

 

The attitude of the staff in that branch reduced me to tears, anxiety and stress that has aggravated

my condition.

 

We have been in contact with the Financial Ombudsman Service and they will be communicating

with NatWest in regard to this.

 

We are also aware that there is NO reason legal or otherwise why a charge back could not be

immediately made.

 

I reserve thr right to share this information with other organisations including the National Press.

 

Ok, now you have already contacted FOS the will most likely result in a holding reply from NW.

 

Need more help let me know.

[huxleypig69]

I had a similar thing with Halifax. They KNEW the money was my benefits but still flatly refused to give any of it back. After going through a complete waste of time with their complaints department it is now with the FOS and I'm initiating small claims court proceedings against them. They're total idiots, the Halifax said in future I can specify where my benefits go but if I do so more than once then they'll close my account!!!

[renegadeimp]

Previous post has been flagged

 

Edit: Thanks brig. Thought it was prudent to flag it.

Edited May 26, 2012 by renegadeimp

[BRIGADIER2JCS]

The post has been unapproved.

[MARTIN3030]

such a shame you feel the need to remove my post, only trying to help. think ill just keep things to myself in future, thought it would be helpful offering an insight into how they work

 

Yes good idea.

We dont need any helpful offerings giving an insight into how they work.....our forums are full of such examples....and those come from the people who know all about the misery Payday loans cause.

[2009dg]

So u have to be kidding has it been sorted out? Had all your wage gone on the household bills meaning you were relying on his benefit money for the time being?

[MARTIN3030]

Additionally,we dont need PR companies registering accounts on behalf of Payday Loan Companies and High Street Money lending stores,and trying to defend them.

[huxleypig69]

Quick update on this. I'm completely dumbfounded by the fos.

 

Long story short, the FOS have ruled partially in my favour by telling the bank to pay me £55 compensation (joke amount!) but have said that although I clearly cancelled the CPA both verbally and in writing that it would be unfair to ask the bank to reverse the transactions (over £400's worth) because I owed the money to The Money Shop!

 

If someone breaks into your house and steals your stuff it does not make it ok just because you owe them money.

 

If the FOS will not make the banks follow the law then who will? If the FOS is to be believed then the only was they will ask a bank to reverse a cancelled CPA is if the company taking the money is doing so illegally (you don't owe them anything). Now that is a different matter, it is theft, not the reversal of a cancelled CPA.

 

So now I have the bank chasing me for the money I'm supposed to owe them again!

 

I'm at my wits end here, the amount of time and effort I have had to invest into correcting THEIR mistake is massive now and I'm not having it any more.

 

My question is, how can I get the law enforced here?

 

SORRY IF THERE WAS A DOUBLE POST!

[citizenB]

Was this an adjudicator decision or an Ombudsman decision ? If adjudicator, then I would ask for it to be escalated. The FCA have laid down the rules. If you have cancelled a CPA and they continue to pay out on it. Then they MUST refund the money. What can be clearer than that ?

[huxleypig69]

Was this an adjudicator decision or an Ombudsman decision ? If adjudicator, then I would ask for it to be escalated. The FCA have laid down the rules. If you have cancelled a CPA and they continue to pay out on it. Then they MUST refund the money. What can be clearer than that ?

 

It was an adjudicator and then it was escalated to an ombudsman (took nearly a year). All they have done it defend what the adjudicator said.

 

So that's their final word! They said they're going to put it online (having changed all the names first) and so I am going to ask them to show me where it is so I can point out their massive failure.

[citizenB]

Yes, if you can do that, then we can have a look and perhaps advise what your next step should be.

[dx100uk]

New june 2013

Regulator orders Banks and mutuals to review complaints about not cancelling recurring payments from November 2009.

Consumers who have set up a regular payment from their account will now be able to successfully cancel that arrangement by contacting their card provider, the Financial Conduct Authority said.

The FCA has been examining how easy it is for customers to cancel Continuous Payment Authorities (CPAs) due either to payday lendersicon or for other regular payments such as subscriptions or gymicon memberships.

CPAs, which are also commonly called recurring transactions or recurring payments, are relatively easy to set up but can be hard to cancel, causing problems for consumers trying to manage their finances,the FCA said.

Now, following the FCA review of how the largest high street banks and mutuals process requests to cancel CPAs, they have agreed that they will ensure that when a customer asks for a recurring payment to end, that will be sufficient to cancel the arrangement. They have also confirmed that should a payment go through by mistake following cancellation by a customer the customer will be refunded immediately.

In addition to securing this commitment, the largest banks and mutuals have agreed to review every individual complaint they have received about the non-cancellation of a CPA and to pay redress where payments have continued to be made despite the customer cancelling the arrangement. This applies to all complaints since November 2009 when the Financial Services Authority, the FCA’s predecessor, began regulating banking conduct.

Clive Adamson, the FCA’s director of supervision, said: “It’s important that consumers are confident that banks are meeting their everyday banking needs. Today customers can be confident that when they ask for a Continuous Payment Authority to be cancelled – it will be cancelled - and that it can be done easily.

“We recognise that historically this is an area where some customers have struggled but the banks and mutuals have responded positively to our work on this issue. From now on we expect them to be getting this right. In addition, they have committed to review past complaints.”

 

 

they must refund CPA's now since your complaint

 

dx

[renegadeimp]

I would go over the FOS's heads and get the FCA to lay down the law. Hard.

[huxleypig69]

Well the FOS agree that I cancelled the CPA. Then say they can't ask the bank to reverse the transactions after my cancellation because I owed the money to The Money Shop. Complete ignorance of the FCA's rules. Date of decision: 31st July 2013.

 

It is not yet up on their database of decisions but I can quote a bit here:

 

"I can see that the disputed transactions would have reduced Mr X's liability to the The Money SHop so I cannot fairly require Halifax to refund the transactions to him."

 

Unbelievable, eh?

 

How would I go about getting the FCA to enforce their rules?

[renegadeimp]

Thats why you go to the FCA. They can force them to do it. I would drop in a full and formal complaint. Maybe even go to the press with it.

[BRIGADIER2JCS]

Well The FOS is there to adjudicate on facts, the fact here was that the deductions were unauthorised and should be refunded.

FOS is not there to make MORAL judgements, and NatWest/RBS Group are certainly in no position to take any moral high ground!!

 

The FOS adjudicators decision is flawed and should be appealed to the Ombudsman.