Don't give up at first hurdle!

caro50 · 7 July 2009 at 10:54AM

Hi

Just got this email response form Natwest. What the hell can I do now ??? have no money to cover the charges (£117) that are coming out next week. Any advice would be appreciated.
Thanks

k you for your e-mail.

I am sorry that you are dissatisfied with the decision not to waive the charges due to be applied to your account on 17 July and 14 August.

As a result, your account has been reviewed again and I can confirm the charge are correct. The explanation provided previously remains accurate and there will be no refund.

Our brochure ‘Personal and Private Banking A guide to Fees and Interest’ is attached for your information. The need to provide sufficient available funds to cover items presented for payment and the basis of our charges are outlined in this brochure.

So that you know how we deal with complaints, I have attached our leaflet 'Customer Complaints - Making Things Better'. If you believe that we have not investigated properly or acted fairly, you have the right to refer to the Financial Ombudsman Service. You can do this if we have not been able to reach an agreement by 26 August which is eight weeks after you first contacted us. The Ombudsman would then assess whether to check the Bank's own investigation and, if they decided to, would work with you and us to reach a conclusion. However, the quickest and most direct course would be to e-mail me at Customer.relations@natwest.com if there is any problem.

Otherwise, there is nothing you need to do. If I have not heard back from you by 1 September, I will close our file. Whatever you decide, I am very sorry that you needed to contact us in the first place and I am grateful to you for bringing this to our attention.

Stephen Dix
Customer.relations@natwest.com

esmerellda · 7 July 2009 at 3:09PM

Okay. I assume you didnt take the letter into the branch then.

Anyway

In the morning pop into a.n.other bank and open a basic account (lloyds was extrenely easy and i just needed driving licence and passport) , call child benefit, beenfits and wages etc and get payments changed to new account immediately, cancel all your DDs and ditch natwest entirely.

Do that first then we can sort out natwest charging themselves after with a decent hardship claim, but lets get you out the immediate difficulty first.

We'll also complain to FSA, FOS and Stephen Hester,the CEO at Natwest and Mike Guest.

caro50 · 7 July 2009 at 4:18PM

hi,

ok will do that. I pm you about the letter that you drafted for me ,i held off taking to branch until I had email response from customer relations. I can take the letter to my branch in the morning or do you think I should email it to the bloke who sent me the email.

thanks for your response and help !!

esmerellda · 7 July 2009 at 7:55PM

Hmmm ok. You need 7 days really notice but should still be okay.

Ok take it to the branch tomorrow with the copy of Mike Guests letter. They won't just accept it and cancel the charges you will have to stand up for yourself. What they may do is allow you access to the money but add it to your Overdraft - so I'd still ditch them for treating you like that and start over elsewhere.

While you are in town pop in another bank and open a basic account in the case Natwest still refuse to remove the charges and allow you access to your money.

esmerellda · 8 July 2009 at 8:45PM

Have you done it ?

Don't give up at first hurdle!

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