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RBS internal credit scores
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Firstly, I didn't tell the bank where I got my information from. So no one need worry about their job.
Secondly I have tried everything I can to get this matter sorted out and if I have inadvertently trodden on a few toes well that's tough.
Thirdly, it appears that none of you actually know anything apart from telling me that all the things that have actually happened and told to me are untrue.
I can state categorically what I have been told and by whom. Whilst the girl in the branch might be clueless I doubt if her manager is and he has told me the same things that she has.
What value is there in them lying to me?
The latest situation is that the application has been appealed with a letter of recommendation written by the branch as they (again) have told me that the specific reason for the decline was the unpaid item on my account.
Why would they keep reiterating this if I can prove otherwise and have shown them the evidence that the unpaid item charge was not my fault? It would be much easier just to say 'credit score' and leave it at that.
Any valid points are welcome - not telling me I am lying
tiger0 -
Hi there, I previously worked at the "AVU" at RBS, or security & fraud ops as it was known internally. First of all the branch staff were clueless, we were told not to give out any information apart from "it does not meet our lending criteria" if they phoned through to ask why a customers app had been declined, if we did give the reason for the decline ofcourse they might end up telling the custome and they'd re-apply with different information.
On a daily basis we got every application (RBS & Natwest) through which had been opened online/in the branch the previous day and had to manually check a certain percentage of them. These were then categorised again, into a list of possible declines through to "thin file" apps.
The main reason for the decline was of the customer had lied on the application - not disclosing an address which experian advised they had a default of over £250 or approaching default status. I believe they were asked for two addresses on the application, and if we found any undisclosed addresses within the past year or so with a default then it would be an instant decline. We would close the account and send the decline letter. (some customers were reporting receiving the welcome pack and decline letter on the same day!) They were usually more lenient with previous customers often applying a GAM marker to the account to stop future applications or restricting facilities such as overdrafts. Other reasons included bankruptcies which had not been disclosed but the credit file stated otherwise.
Usually when someone did phone the number on the decline letter we would advise them to get their credit report and ask them if they address history given was accurate, if they advised of the undisclosed address then we could appeal it.
Just a FYI.....
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Its such a pain and is not a very good customer experience.
Ive been trying to challenge this AVU process for ages no one listens though as you can imagine.
I thinking a customer receiving a welcome pack gives them false hope and the process does need to be looked at somewhat ;-)
I dont think the customer should receive anything until the decision has been made and is final.Im an ex employee RBS GroupHowever Any Opinion Given On MSE Is Strictly My Own0 -
Hi there, I previously worked at the "AVU" at RBS
Thanks - so applying in branch has no advantage over applying online ?
and can an RBS decline (after AVU involvement) impact on an existing established Natwest account and vice versa ?
Do you know whether an applicant has accounts with other RBS group members ? and do you decline on "affordability" with no adverse data
The application form asks how many cards the applicant holds and "over 20" is an option - is that an automatic decline ?Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Dr_Cuckoo3 wrote: »Thanks - so applying in branch has no advantage over applying online ?
and can an RBS decline (after AVU involvement) impact on an existing established Natwest account and vice versa ?
Do you know whether an applicant has accounts with other RBS group members ? and do you decline on "affordability" with no adverse data
The application form asks how many cards the applicant holds and "over 20" is an option - is that an automatic decline ?
Certainly poor account conduct/arrears with other group companies seems to be one thing that is looked at.0 -
Hi there, I previously worked at the "AVU" at RBS, or security & fraud ops as it was known internally. First of all the branch staff were clueless, we were told not to give out any information apart from "it does not meet our lending criteria" if they phoned through to ask why a customers app had been declined, if we did give the reason for the decline ofcourse they might end up telling the custome and they'd re-apply with different information.
On a daily basis we got every application (RBS & Natwest) through which had been opened online/in the branch the previous day and had to manually check a certain percentage of them. These were then categorised again, into a list of possible declines through to "thin file" apps.
The main reason for the decline was of the customer had lied on the application - not disclosing an address which experian advised they had a default of over £250 or approaching default status. I believe they were asked for two addresses on the application, and if we found any undisclosed addresses within the past year or so with a default then it would be an instant decline. We would close the account and send the decline letter. (some customers were reporting receiving the welcome pack and decline letter on the same day!) They were usually more lenient with previous customers often applying a GAM marker to the account to stop future applications or restricting facilities such as overdrafts. Other reasons included bankruptcies which had not been disclosed but the credit file stated otherwise.
Usually when someone did phone the number on the decline letter we would advise them to get their credit report and ask them if they address history given was accurate, if they advised of the undisclosed address then we could appeal it.
Just a FYI.....
This I get, but there isn't anything on mine that would lead anyone to reach that conclusion - no hidden addresses or adverse criteria.
And if they did tell people and they changed their applications then you would know anyway so that doesn't give a reason not to advise what caused the decline, which is after all a wasted credit search.
Any point in my sending my CRA files? Ours have more detail on which I believe is not seen by lenders
tiger0 -
It seems a bit harsh just to decline on one mistake on the application form. Not all of us are great at filling in forms, or even have a good memory. I know many a time I've sent off a form, kept a copy, and then realised I've forgotten some information or got a date incorrect. Wouldn't it be better if someone from the AVU simply rang up the prospective customer and asked about the information on the form first, had a chat about it, and then made a decision? Or am I still living in 1985?!0
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It seems a bit harsh just to decline on one mistake on the application form. Not all of us are great at filling in forms, or even have a good memory. I know many a time I've sent off a form, kept a copy, and then realised I've forgotten some information or got a date incorrect. Wouldn't it be better if someone from the AVU simply rang up the prospective customer and asked about the information on the form first, had a chat about it, and then made a decision? Or am I still living in 1985?!
1986 I think
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Hi there, I previously worked at the "AVU" at RBS, or security & fraud ops as it was known internally. First of all the branch staff were clueless, we were told not to give out any information apart from "it does not meet our lending criteria" if they phoned through to ask why a customers app had been declined, if we did give the reason for the decline ofcourse they might end up telling the custome and they'd re-apply with different information.
On a daily basis we got every application (RBS & Natwest) through which had been opened online/in the branch the previous day and had to manually check a certain percentage of them. These were then categorised again, into a list of possible declines through to "thin file" apps.
The main reason for the decline was of the customer had lied on the application - not disclosing an address which experian advised they had a default of over £250 or approaching default status. I believe they were asked for two addresses on the application, and if we found any undisclosed addresses within the past year or so with a default then it would be an instant decline. We would close the account and send the decline letter. (some customers were reporting receiving the welcome pack and decline letter on the same day!) They were usually more lenient with previous customers often applying a GAM marker to the account to stop future applications or restricting facilities such as overdrafts. Other reasons included bankruptcies which had not been disclosed but the credit file stated otherwise.
Usually when someone did phone the number on the decline letter we would advise them to get their credit report and ask them if they address history given was accurate, if they advised of the undisclosed address then we could appeal it.
Just a FYI.....
Two points:
1. Just because an address isn't disclosed on an application form doesn't mean the customer lied - your application forms only allow one current and one prior address to be entered. Adverse data may be revealed at a third address that wasn't disclosed for no reason other than your application forms not allowing it to be!
2. A customer may have lived at their present address for 3+ years. Their credit file may contain adverse data from a prior address, relating to an account that was closed (or thought to be closed) prior to their moving to the current address - again, no lying has taken place by the applicant.
I think it's clear to see given the above information how creditors can decline applicants for all the wrong reasons. Meh.Cashback Earned ¦ Nectar Points £68 ¦ Natoinwide Select £62 ¦ Aqua Reward £100 ¦ Amex Platinum £48
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Got home from work yesterday, the phone rang and it was RBS telephone banking, full of apologies, telling me that my branch are looking after this, 'monitoring it daily' (hmm) to make sure it 'is all nice for me'. Goodness only knows what that means, will wait and see...
tiger0
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