NatWest has confirmed that some customer accounts are showing debit card purchases twice, “and in certain cases their available balance is lower than it should”.
Image: Peter Harbour)
NatWest has confirmed that some customers have accidentally been charged twice for direct debits following a payment error at the bank.
As a result, some accounts are showing a lower than normal available balance, and some users are complaining that the bug got them into their overdraft.
A message on the NatWest app reads: “Some customer accounts are showing double debit card purchases and in certain cases their Available Balance is lower than it should be.
“We truly apologize for any inconvenience.”
Complaining to NatWest on Twitter, one person said: “My transactions have been duplicated which has put me in overdrafts and I will have to pay fees if I don’t allegedly sort them out by 3pm today. I haven’t made the same payment twice?”
Another tweeted: “I have an overdraft but I haven’t spent this money yet could I have some help please.”
A third said: “I’ve just received a message from you that I’ve gone into my agreed overdraft and there may be charges for using my overdraft. Deposit in cleared funds to minimize fees. Um, what on earth is going on please?”
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A fourth person complained, “They double charged me.”
NatWest has responded to customers that it is aware of the technical issues.
In a response to one person, the bank said: “Please don’t worry as it won’t charge any fees caused by the duplicate payments.”
The Mirror has reached out to NatWest for comment and we will update this article once we receive a response.
We also asked the bank how long the error is expected to last, how many customers will be affected and what happens if you are charged overdraft fees.
Are you entitled to a money back?
You’re not automatically entitled to compensation if your bank experiences a payment disruption – it instead depends on how badly you’re affected by the problem.
For example, if you have missed an invoice or payment as a result or you have incurred fees as a result.
It also depends on how long the problem has been going on and how quickly the bank worked to resolve it.
NatWest has a dedicated page online where you can make a complaint.
If you are considering filing a complaint, you should collect evidence of how and for how long the service issue affected you.
If you urgently need access to your money but your online services are down, you can go to your local bank branch to withdraw your money as usual.
If you don’t have a local bank branch nearby or can’t get there, try calling your bank or contacting them on social media to ask what to do.
https://www.mirror.co.uk/money/natwest-customers-charged-twice-payments-26925021 NatWest customers have been charged twice for payments and placed in overdrafts after a glitch