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You go into the branch to cancel all direct debits and a month later you find out one was taken out and the bank say that you need to take it up with the company concerned because they set it up after you cancelled them. Is that a lie or true or is there another way that they could have checked for you?
This is a training issue and one that you learn with experience. We use three facets of banking with NatWest.
1) Teller This is your basic paying in money and processing bit. The cashier has a till and is balanced daily.
2) Front Office This is the admin side of things where transfers between accounts are keyed, direct debits/ standing orders cancelled,
cards ordered, standing orders set up, pay in books/cheque books ordered and more information on accounts
3) Back Office This is mainly where information is and there is functionality for doing the task of Front Office and with some additional add ons like copy statement ordering, loan settlement figures, etc,etc,
The above is a brief explanation but for the example I gave in the beginning there are two screens that can be looked at. A Direct Debit will only appear on Front Office when the first payment has gone out and not before. On Back Office they can see when the payment is set up even if it has not been claimed on. It can be cancelled via Back Office 04, 29, 01 tab down to DD then press C and then reason code is normally 1(customer request). I hope this helps anyone who does have this problem.
Bank Error can be, in my opinion, not checking Back Office at the point the request to cancel a DD is made. It is not a part of our training and so some branch staff can make this error because they simply do not know the Back Office system or do not want to learn.
This is a training issue and one that you learn with experience. We use three facets of banking with NatWest.
1) Teller This is your basic paying in money and processing bit. The cashier has a till and is balanced daily.
2) Front Office This is the admin side of things where transfers between accounts are keyed, direct debits/ standing orders cancelled,
cards ordered, standing orders set up, pay in books/cheque books ordered and more information on accounts
3) Back Office This is mainly where information is and there is functionality for doing the task of Front Office and with some additional add ons like copy statement ordering, loan settlement figures, etc,etc,
The above is a brief explanation but for the example I gave in the beginning there are two screens that can be looked at. A Direct Debit will only appear on Front Office when the first payment has gone out and not before. On Back Office they can see when the payment is set up even if it has not been claimed on. It can be cancelled via Back Office 04, 29, 01 tab down to DD then press C and then reason code is normally 1(customer request). I hope this helps anyone who does have this problem.
Bank Error can be, in my opinion, not checking Back Office at the point the request to cancel a DD is made. It is not a part of our training and so some branch staff can make this error because they simply do not know the Back Office system or do not want to learn.
