We recently moved house, but on top of the usual stresses, we have had a nightmare with both Nationwide and our removals firm, Otex. On the day of the move from Aldershot to Glasgow, the first van showed up at 9am, as expected, but the second did not arrive until 2pm, by which time the new owners had been waiting for two hours to take possession. When I said I would pay Otex the remainder of its fee (£1,706) once it had delivered our stuff to Glasgow, it basically said it wouldn't get there if I didn't do a bank transfer straight away.

So that afternoon, as my possessions were heading up the M6, I logged into Nationwide and tried to make a bank transfer to Otex. The system kept saying the payment was unsuccessful and I should try again. I repeated the transaction seven times until, at last, it worked.

A week or so later, when I checked my bank statement, I saw that the payment for £1,706 had gone through twice. I immediately contacted Nationwide and Otex, and alerted it to the error.

Nationwide has been incredibly unhelpful. I was first told it was a Visa dispute, and then that the person who I had spoken to was new and had got it wrong. It said it had written to Otex's bank to ask for repayment, but heard nothing back.

I have rung and emailed Otex many times, and it eventually agreed to pay me back, but only in instalments. It cannot explain why, and won't allow me to speak to anyone at head office.

Six weeks after first notifying them, I have finally received one payment of £500, with no indication of when I can expect the rest. Can you help? PE, Glasgow

Moving house is stressful enough without these hassles, and this has been time-consuming for us to resolve, too. The Nationwide claims there was no problem with its online banking that day, and that you simply made two payments, although it seems unlikely that you would knowingly do that.

It says it asked Barclays (Otex's bank) to refund you, but heard nothing – and hasn't done any more to retrieve your money.

Yours is the latest problem we've heard of with online bank transfers, of which we've highlighted many in recent months.

The easiest option was to get the money back from the remover, but we also found Otex to be a challenging company to deal with. Its staff have given us various reasons why it has not simply refunded your overpayment. It initially blamed this on the fact that you had decided you no longer needed storage facilities. It then said it was company policy not to authorise any payment above £1,000 unless approved by the accounts manager, and that it also takes six weeks for any refund/compensation, relating to a dispute or complaint, to be made.

After we got involved, a second payment was made, and then, a week later, a third. As a goodwill gesture it says it has also added an extra £75.

It's worth doing your research on any removals firm before you sign up. Read what previous customers have said before you hand over any money.

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