High street bank, NatWest, has confirmed that some customers have accidentally been charged twice for direct debits. The Bank's response comes after some accounts were showing a lower available balance than normal.
Some customers have complained that the payment glitch has forced them into their overdraft. A message confirming the technical issues is being displayed by NatWest on its app, reported the Mirror.
The message reads: “Some customer accounts are showing debit card purchases twice, and in certain cases their available balance will be lower than it should. We’re really sorry for any inconvenience.”
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In a complaint to NatWest on Twitter, one person said: “I've had my transactions duplicated which has put me in overdraft and I will have fees if I don't supposedly sort it by 3pm today. I didn't make any same payment twice?”
Another tweeted: “I am in an overdraft yet I have not spent this money, please could I have assistance.” While a third said: “Just received a message from you saying that I have gone into my arranged overdraft and may incur charges for using my overdraft. Pay in cleared funds to minimise charges. Err, what in earth is going on please?”. Another users simply said: "You’ve double charged me.”
NatWest has responded to customers to say that it is aware of the technical issues. In a reply to one person, the bank said: "Please don't worry as charges caused by the duplicated payments won't be applied."
The Mirror has contacted NatWest for comment, and details of how long the error is expected to last, how many customers are being affected, and what happens if you are charged overdraft fees.
Are you entitled to money back?
You aren't automatically entitled to any compensation when there is a payment glitch at your bank - it instead depends on how badly the issue has affected you. For example, if it made you miss a bill or some sort of payment, or you occurred fees as a result. It also depends on how long the problem lasts for and how quickly the bank worked to resolve it.
NatWest has a dedicated page online to help you make a complaint. If you're considering making a complaint, you should gather evidence about how the service issue affected you and for how long.
If you're in desperate need of access to your money but your online services are down, you can go to your local bank branch to withdraw your funds as normal. If you don’t have a local bank branch nearby or you're unable to get there, try and call your bank or contact it on social media to ask what to do.
