My DD for my Egg card goes out on my Natwest account on the 26th of each month.
This month it was 9.97. I deposited 10 pounds into my NW account on the afternoon of the 25th. I checked my online banking the next day, and the payment in and the DD were both clearing. However, I have been charged 30 by NW for a DD not being paid, and 20 by Egg for it not being paid.
Upon futher investigation, it appeared that when using NW quick deposit machines, the money does not clear into the account until the next day, whereas the DD goes out at midnight.
I find it totally unfair that I've been charged 50 in total for such a small amount. Is there any way I can get either company to refund the charge, what should I tell them over the phone to help my case?
Have you not read the media lately? This is where banks make a lot of their money.
Generally the people who phone up their bank and complain get it refunded if its their first default, if people don't they just accept the charge. Don't think you can get Egg to refund their charges, but again you can ask.
I'm guessing you don't earn very much and if given an overdraft would use it to the limit, so i am not suggesting you get an overdraft facility. What i do suggest though is that you move banks. Natwest have got to be the worst bank in the history of banks, if there is ever a charging scandal you can bet it will involve the Natwest. Look at any league tables on banks whether it is products or services and Natwest will languish near the bottom.
All my own opinions on what i have read, I have never banked with the Natwest, and i would never suggest there is a difference between the quality of staff between banks, just the way they are run.
Yep, phone both, and be persistent -- particularly given that you made best efforts to get the amount cleared in time.
Here's the trick: during the calls, make sure you get the names (ideally full names) of everyone you speak to, as soon as you start to speak with them, and make written notes of the times and dates you spoke to them, and your feelings about the conversations. Fight your corner until you get refunds. Both will be grudging ("On this occasion, under the circumstances, I'm prepared to grant you a one-time exception and refund the charges blah-blah-blah-snip-lecture-and-homily-blah..."), but should refund it if you persist.
If they decline, ask to speak to a supervisor, then to a manager, and keep escalating it until you get to someone empowered and motivated to help.
And if they still decline, make it clear that you'll be moving your account away from such a petty and mean-minded company. But the way you tell them is rather important...
Here's the script:
"You know, it costs only £2.50(*) to get the names and *home addresses* of the registered Directors of any Registered Company in the UK. And they have to give the correct home addresses -- that's the law. Companies Act 1985. Look it up sometime.
"So, [Fred Bloggs], when I move my account, I'll be writing letters to every one of your Company Directors. To their home addresses, because I wouldn't want some secretary diverting them to Customer Disservices.
"I'll name, [Fred Bloggs], every person I've spoken to, the dates and times of the conversations, and my feelings about their conduct, and how I've been treated.
"So, is there any room for manoeuvre in your position, or shall I put things in motion now?"
It's amazing how conciliatory people can get, and how quickly... heh-heh-heh...
Must be a bit cosy at Barclays, the following directors all live at 54 LOMBARD STREET, LONDON
NAGUIB KHERAJ DAVID LAWTON ROBERTS GARY ANDREW HOFFMAN JURGEN ZECH ANTHONY NIGEL RUSSELL RUDD RICHARD JOHN BROADBENT LAWRENCE CHARLES DICKINSON JURGEN ZECH JOHN SILVESTER VARLEY STEPHEN GEORGE RUSSELL ANTHONY NIGEL RUSSELL RUDD PETER EDWARD MIDDLETON CHRISTOPHER JOHN LENDRUM BRIAN GARTON JENKINS PATRICK ANTHONY GONSALVES ROGER WILLIAM JOHN DAVIS SANDRA JUNE NOBLE DAWSON HILARY MARY CROPPER MATTHEW WILLIAM BARRETT
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