NatWest has apologised after some customers were accidentally charged twice for direct debit payments following a technical glitch. Some account holders said the error had caused them to move into their overdrafts, which would see them incur additional charges if the problem wasn't solved soon.
A message on the NatWest app read: “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,” The Mirror reported.
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.” 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?”
A fourth person complained: “You’ve double charged me.” The NatWest Twitter account 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."
When there is a payment error at your bank, you aren't automatically entitled to any compensation. 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.
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