One of NatWest's disgruntled customers votes with his feet
Your support helps us to tell the story
From reproductive rights to climate change to Big Tech, The Independent is on the ground when the story is developing. Whether it's investigating the financials of Elon Musk's pro-Trump PAC or producing our latest documentary, 'The A Word', which shines a light on the American women fighting for reproductive rights, we know how important it is to parse out the facts from the messaging.
At such a critical moment in US history, we need reporters on the ground. Your donation allows us to keep sending journalists to speak to both sides of the story.
The Independent is trusted by Americans across the entire political spectrum. And unlike many other quality news outlets, we choose not to lock Americans out of our reporting and analysis with paywalls. We believe quality journalism should be available to everyone, paid for by those who can afford it.
Your support makes all the difference.I first noticed an extra monthly payment for National Insurance being taken from my National Westminster Bank account in May last year. I didn't query it immediately because I wasn't sure exactly how the DSS operates direct debits. But the deductions continued, so I contacted the bank and was told that the payments were on behalf of a Mr Watson.
The manager was full of apologies, saying the DSS would put it right. I suggested it was the duty of the bank to refund direct debits made in error ( pounds 116 in my case) and followed it up in writing (first lesson: always get things in writing).
The manager wrote back. 'I gather the DSS have tried to place the blame on this branch for these entries but I am sure that the problem has occurred as a result of mis-keying at their end. Having said that, there is little point in apportioning blame at this stage'.
The debits stopped but despite phone calls the pounds 116 had still not been refunded after two months. Another letter to the manager produced the response: 'I am surprised that the DSS have not refunded the funds, which quite clearly were claimed in error by them. I am now writing a strong letter to the Department and in your next statement you will see a refund for these direct directs (sic) and the resultant charges.'
The pounds 116 was duly credited, but no refund of charges. Nearly five months elapsed before the charges were finally credited in full. The manager concluded his final letter with the words: 'Thank you for bringing the matter to my attention.'
I closed the account.
Join our commenting forum
Join thought-provoking conversations, follow other Independent readers and see their replies
Comments