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    • BSW123
    • By BSW123 6th Apr 17, 4:41 PM
    • 2Posts
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    BSW123
    Newbie- Natwest reject Packaged account claim. ADVICE?
    • #1
    • 6th Apr 17, 4:41 PM
    Newbie- Natwest reject Packaged account claim. ADVICE? 6th Apr 17 at 4:41 PM
    Hi, In Feb i made a complaint to Natwest regarding my now closed account packaged fees.
    I received a letter from them yesterday to say the can't agree with my complaint due to them sending Advantage Gold Information Pack in July 2009 and another information pack again in March 2010 that would of detailed the fees's etc. My account was opened as a Advantage Gold account from September 2005 and closed in 2012 but wasn't used from 2010.
    I hadn't received any information packs from them as it seems it was sent to an old address. I went into branch to change the address in early 2009 but they say they have no record of this. I have proof that i wasn't living at that address in the form of Credit Reports showing accounts opened in 2009 at a different address. I've explained and showed this to Natwest and they said they wouldn't look at it again. It was a joint account with my ex husband so stopped using it in 2010 but had a very difficult divorce so didn't even think of this account.
    Id like to know if you think i would be wasting my time going to the ombudsman? Even though i can't prove i went into branch to change the address but i have proof i wasn't living at the address they sent the information packs to. Any advise would be greatly appreciated..
    Last edited by BSW123; 06-04-2017 at 5:45 PM.
Page 1
    • dunstonh
    • By dunstonh 6th Apr 17, 5:40 PM
    • 87,668 Posts
    • 52,894 Thanks
    dunstonh
    • #2
    • 6th Apr 17, 5:40 PM
    • #2
    • 6th Apr 17, 5:40 PM
    The activation of the time bar seems valid and fits with what is expected. Change of address is a pain but probably a red herring as they could use the 2009 pack or the 2010 pack or the 2011 pack or the 2012 pack. All of them can trigger the timebar as they are all more than three years ago.

    I just looked up some FOS decisions to see if I could find anything about the adress and found:
    "it is a legal requirement for consumers to provide an address by which they can be
    contacted if necessary and so Santander used the previous address on Mr B’s file;
    <snip>
    I don’t think it would be reasonable to hold Santander responsible for Mr B being unaware of
    the charges building up on his account. It is the customer’s responsibility to keep an eye on
    his account. Mr B didn’t do this. I therefore don’t agree that the charges should be refunded."

    However, the FOS will sometimes consider things sent to the wrong address as not being sufficient to set the timebar. So, its impossible to say.
    I am an Independent Financial Adviser (IFA). Comments are for discussion purposes only. They are not financial advice. Different people have different needs and what is right for one person may not be for another. If you feel an area discussed may be relevant to you, then please seek advice from a Financial Adviser local to you.
    • BSW123
    • By BSW123 17th May 17, 2:22 PM
    • 2 Posts
    • 0 Thanks
    BSW123
    • #3
    • 17th May 17, 2:22 PM
    • #3
    • 17th May 17, 2:22 PM
    Hi, Thanks for your reply. I thought id give an update.
    I contact Natwest and advised them again about the address change and gave them proof i spoke about above and they opened the complaint again. They have accepted my complaint and because if it being so long ago they have issued me with a cheque for the charges and plus the standard 8% put - the 20% for the tax man. I wondered if i can now try and claim bank charges on this account due to me having to pay for this mis-sold packaged account. Any info would be greatly received. Thanks in advanced..
    • Moneyineptitude
    • By Moneyineptitude 17th May 17, 11:00 PM
    • 18,497 Posts
    • 8,727 Thanks
    Moneyineptitude
    • #4
    • 17th May 17, 11:00 PM
    • #4
    • 17th May 17, 11:00 PM
    I wondered if i can now try and claim bank charges on this account due to me having to pay for this mis-sold packaged account.
    Originally posted by BSW123
    The Banks won their court case about Bank charges, so no such refund will be forthcoming I'm afraid.
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