We must be able to rely on bank receipts

Miss F.B.writes: My grandparents helped to fund my move to London for a new job. They lent me money for expenses, including rent, and the cash was counted out into envelopes that were then sealed. I went to NatWest in Wandsworth, south-west London, and handed over the rent envelope so the money could be deposited into my landlord’s account. The cashier opened the envelope, counted the money and gave me a receipt for £568. A few days later the landlord told me NatWest had credited his account with £100 less than I paid in. The bank told him I had not deposited the right amount. YOUR problems were worsened because NatWest refused to discuss the matter on the grounds that the account was the landlord’s and not yours. Then your landlord claimed £100 from the security deposit you paid before moving in.

The closest you got to an explanation came when you wasted an hour at the branch, only to be told that the mistake was yours and the bank had counted the cash again after you left.

I did wonder why the bank counted the money again, after already giving you a receipt.

NatWest has told me that cash in the till was counted at the end of the day and found to be £100 short.

The bank believes the shortfall was in your deposit because the cashier made a handwritten note that she had received one £10 note and 23 £20 notes, which adds up to £470 and not £570. Presumably you got £2 in change.

Despite this, I think that except in extreme circumstances we should all be able to rely on a bank’s receipt, and NatWest accepts its receipt says you deposited £568.

The bank has considered this and I am pleased to say it has credited your account with £100 to cover the sum claimed by your landlord.

In addition, NatWest is going the extra mile, or even further. Partly because your landlord kept your £100, your account went overdrawn. You have paid charges of £96, with £210 of further charges in the pipeline. The bank is refunding the £96 and cancelling the £210.

And finally, to reflect the time you spent in trying to sort this out, NatWest is adding a further £75 to your account. I am sure this is a better outcome than you could have expected.