A New Low.... Please read

[steve5080]

Why do they sometimes allow a payment taking an account into OD and refuse at other times? The event that took here in OD was a switch transaction in the supermarket yet in the past she has been refused in the same supermarket

[Guest NATTIE]

I;ll come back to this point later on today.

[steve5080]

I'm I right in thinking that she could have been in OD for 3 weeks within 1 statement period with just one charge, but go 2 days across a statement date and you get charged twice

[Guest NATTIE]

yes

[livelylad]

yes

Ditto and very annoying.

[steve5080]

I would say that don't seem fair, but I've been here long enough to know that "fairness" and "bank" do not belong in the sentance

[steve5080]

A thought here, If they charge once for a 3 weeks OD within a statement period but twice for a 2 day period across a statement date, how can this repressent a service, if it were then they have charged twice for the same sevice. A bit like charging £28 pounds for parking for 3 weeks in one month but then charging £56 for two days the next time because one day was the 30 Nov and the next was 1 Dec

[Guest NATTIE]

the charging periods are set out in any charges leaflet and are pre advised as well. I do understand where you are coming from on this one.

[joneshousehold]

On the 3.30 point, I was told by a then member of staff at a bank (NatWest I think) that this was originally the closing time of all branches which does ring a vague bell with me. The finishing time of the staff was whatever time they took to process anything received up to closing time. Once the hours of opening were extended, the same 3.30 time was retained and anything received in the branch after that time was treated as received the next day.

However I have no idea how true it is!

[steve5080]

Yes Joneshousehold, I was awear of that and that was my point. They have chosen to take advantage of advances in working practices and computerisation where it suits them, but continued old practices where it suits their pockets to do so.

[Guest NATTIE]

Steve- am sure if you look at all the branches of natwest you will find a number of branches that still close at 330pm Monday to Friday, although I agree with the point about the wording which should say providing cash is paid into the branch by the time the branch closes on the previous working day or words to that effect.

[steve5080]

Yes, I do understand that the branch may well close at 3:30 but unlike the old days surely ones accounts no longer exist only on a card within ones own branch. As you said yourself, these are automated proccess and the computers & call centres work around the clock. There is no reason that any debit or credit could not be applied instantly if the banks had the will to do so. The fact that they insist on the "branch opennig hours" thing is because it suits their pocket to do so.

[Guest NATTIE]

I am commenting on the T&C's on whether a bank will bounce an item not on the system as a whole. I am trying to rationalise the rule that they have as it stands now. I agree that we are in the modern age but I am aware of branches within NatWest that do not even have the facility to pay cash in and it show immediately in the account because they have no teller machines so real time banking is denied to some. I am not sure whether it is insisted upon but that part of the T&C's haven't changed for years.

[steve5080]

Thanks NWSM, I appreciate that this site is not here to suggest how the banks should run their business, but to help us get our money back. It's just a pity the banks don't seem to realise that it is our money and their charges are putting a lot of people in real hardship. In my case I had no idea how my wife was getting through so much money every month. It very nearly led to the breakdown of our 30 year marrage. She would not talk to about her finance's because she felt stupid and ashamed at having got it in such a mess. While she had clearly made some mistakes, the bank simply made things worse. People used to trust in, and rely on, the banks to advice them with their finances.As I said, this is proberbly not the right place for such a discusion

[Guest NATTIE]

I understand steve. Let us stick to getting your daughter her money back first.

[steve5080]

Below is the letter I have writen for my daughter to take into the branch tomorrow, It may seem harsh, but then so is a £38 penalty:-

 

 

On Saturday 30 December 2006 I transferred funds on-line, from my E-saver account to the above account, to meet a standing order which was due on 2 January 2007. I understand now that because the funds were not in the account by 3:30pm on the 29 December 2006, the standing order was declined and I have been charged a penalty of £38.00. I have held a bank account with you since the age of 13, I am a third year university student and this is the first time I have incurred a penalty charge. I have asked, in the branch, for this money to be refunded as a gesture of goodwill, but they have refused to do so. I feel, therefore, that I must review my future with Nat West.

My request

I am writing to ask you to refund to me the charge.

................................................................................

If it is your defence that this is a service charge, then I require that you send me a break down of costs and details of the benefit to me of this service, since it is a fundamental requirement in law that a “service” must benefit both parties.

 

Your responsibilities

.................................................................................

What I require

That you repay the £38.00 that you have taken from my account.

 

....................................

I regret that our relationship has come to this, but I feel strongly that your behaviour, terms and penalties are unreasonable. To quote your own advertising slogan “there is another way”.

 

 

 

Yours faithfully,

[Guest NATTIE]

The last bit is too much a cliche and I have to say if I had a pound for everytime I heard it then I would not be working for anyone. I am still not sure why you are not taking the simple approach because as soon as she takes it into the branch it will be skim read and sent on to Customer Relations Unit, which means they will not even think about a refund. The letter says unlawful charges, so it will be out of their hands. A gentle approach first, if not then the letter should be handed in. It can work.

As an aside, can you edit the above post as Template letters are only available for registered users, thanks.

[steve5080]

The idear is that she is going into the branch to talk to them again,

[steve5080]

My daughter was told by the branch to phone the lending dept. She did, and appologised for being late with the transfer and asked if they would waive yhe fee on this occation, the woman said that she would only refund half the £38 penalty. She quoted terms and conditions etc.My daughter then told her that she could expect a letter.

No more miss nice girl..

[Guest NATTIE]

So is that one is for £19 or £38? I would send it to Customer Relations Unit Borehamwood. I can almost guarantee success as it is such a small amount on Letter 1.

[steve5080]

I believe she made it clear that she was not happy with £19. We will write to Borehamwood for a full refund. Sorry I didn't get the ref. to letter 1. In the templates 1 is the S.A.R - (Subject Access Request).

I do not understand why Nat West seem so hell bent on loosing customers, particularly one who will soon be a university graduite, who potentially will be earning good money, and looking to buy property etc.

[Guest NATTIE]

I suspect that the Prelim letter is what you are looking for. If only I could tell you some things from experience but I can;t. She will get it back from just Prelim as it is a first charge.

[steve5080]

I will be modifying the draft letter I wrote earlier in post #66 which is based on the prelim.

[Guest NATTIE]

I think I commented on the another way approach, but my personal view is that putting it in is too cliched.

[steve5080]

Below is the ammended last paragraph, if they are sick of hearing it, prehapes they'll pass their feeling up those who think it's good to advertise for new customers while they p*ss off the ones they have, or maybe I'm being nieve in thinking they give a damn

I regret that our relationship has come to this, but I feel strongly that your behaviour, terms and penalties are unreasonable. To quote your own advertising slogan “there is another way”. I realise that this may sound cliché and I know you will sick and tired of hearing it; but nonetheless it is true, and it time your organisation realised it.