Natwest/RBS Payout Times

Dizzywithmoney wrote: »

Well my "28 working days" will be up on Monday so I will let you all know if I recieve my cheque by then!! Which I doubt very much now!! Maybe I should charge them for a "late payment"!!!!!

Yeah and a payment for being late for every three days, up to a maximum of ????:D:D

Have phoned RBS a few times while waiting my 28 WORKING! days for the £11,000 they have offered me. They have said they will not pay out earlier than 28 days but could be later! They said it could be by cheque or straight into account, if its paid into my account they said they would not be sending any sort of letter to confirm this. Basically they won`t actually tell you anything of any use if you do get through to them. Not worth the phone call, all you can do is wait and wait and wait! Due to receive mine this Monday 10th October but dont hold out much hope. Will let everyone know what progress if any......

rush2112col wrote: »

Well 28 days now and nothing received?:mad:

Thats not good Rush!
They really are working to their own rules it seems.

Oh dear RBS...


I've got a claim pending too. Effectively four separate loans (long story) with a total refund of around £7k. My claim has been in their system for months. They dragged their heels during the 'investigation' period, taking the maximum permitted time and using every possible extension, sending acknowledgement letters on the last permissible date, apologies about 'backlogs'. That sort of thing.

Finally in August they made me an offer of a refund, which I immediately accepted. They received my signed acceptances the following day. It has now been 28 days...

plus one week...

plus one day...

...and counting.

Since the deadline was missed I have made several phone calls, but like many of the posters here, have found that it isn't often answered. I've discovered that it automatically cuts off after 7mins 30s. Sometimes longer, sometimes less. They can't even be consistent in that.

On Friday, I finally got through at about 4:58pm. I asked what was causing the delay and for a clear idea of when I would receive the money. The advisor said that she couldn't find out at that time on a Friday and would call me on Monday.

She didn't.

This afternoon I called them myself.

Not too bad -got through at the fifth attempt. I asked why I had not received my callback –the advisor did not know. I asked what had been done to resolve the issue since Friday –she did not know. She asked me what I wanted –I explained the situation. She said that she would have to refer this to her colleague. She did not know the name of the colleague or even their job title. It was ‘whoever would be on duty’. She mentioned ‘Customer Service A or B’.

Whatever that means.


I asked what would happen, whether I would be called back. The advisor said that it would be best for me to call. I said that this was not acceptable as the phone is rarely answered –it took five attempts to get through today and at least five on Friday. She confirmed my telephone number for a callback. No promises, like.

I said that I found the situation to be grossly unfair. The company had created the problem and was now taking an excessively long time to resolve it. The advisor said that they payments team have a backlog. I said that a backlog is one thing, but this is now over a week overdue. She said it would need to be investigated. I said that I failed to see what would need investigating by now –the offer had been agreed and the company had put funds ready to make payouts.

I remain, waiting.

You know, it's funny. How many people must RBS group have phoned and pursued over the years? How many of them must have tried to avoid the issue by not answering the phone, or by making apologies and excuses? I've been one myself.

Funny now the boot is on the other foot, eh RBS?

I have logged a complaint about RBS with BBC Watchdog programme. I think others have done the same about their banks. Hopefully if we all do it then they will push the banks for us.