27 November 2015

RBS and NatWest set aside £10 million to repay forgetful customers

18 December 2012  |  6203 views  |  1 Natwest branch signage 2

Royal Bank of Scotland and NatWest have set aside a £10 million pot to refund customers who forgot to pick up cash dispensed at the ATM and instead saw it diverted to the bank's own coffers.

The bank is to compensate up to 300,000 customers who made a withdrawal at the ATM but walked away without the cash.

Unlike other banks which automatically re-credit consumer accounts when the machine retracts the forgotten cash, RBS and NatWest diverted the funds into its own 'reserves' account and only paid up if the customer asked for a refund.

The bank says it is checking its records over the past seven years and will repay the money, plus the interest earned on the sum, to customers who lost out.

Comments: (1)

A Finextra member | 18 December, 2012, 11:43

The practice of taking the customer funds and paying back on demand only when you know who the owner of the cash is, is provoking. A bank that acts in that manner cannot claim any degree of caring of its customers. In most countries this practice would even be considered to be illegal since the monies left the current account but still remained in the bank but now as its own funds.  

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