Natwest £50 savings cashback loophole

withnell

23rdian wrote: »

Contrary to some other experiences, very pleased with the service from Natwest on this occasion. I called 0845 605 0789 explained the situation, received a polite call back today as promised and found the £50 transfered.

I did require a card reader to move funds but overall...

WELL DONE NATWEST

I suppose the whole point is that you shouldn't have to call - it should have been done properly by them in the first place

deep_pockets

well as i suspected "senior monkey" did not ring back yesterday as promised, regarding my £50 payment- obviously they lead by example at Nat West.:mad:

now rung up for the 6th time, on phone for a further 8minutes, insisted on speaking to a manager, relayed the saga of problems yet again.

got his full name, title and personnal extension number , demanded payment is made today(35 days since last monthly payment made) and a further goodwill /compensation gesture to cover the anxiety, frustration, time and cost in phone calls ,that i have been put through.

he is going to look into the matter and ring me back ( bit of deja vue here)

will let you know the outcome.

10_66

TuftyMatt wrote: »

...Every time I have to contact them, which I will do yet again later today, I am spending some of that £50 and end up being more wound up.

Whenever I rang them, I used 0800 592 933. Rang them several times, and no one queried it (it's really the number you ring for enquiries about a new e-savings plus account, but I was damned if I was going to waste any money ringing them).

lilsunflower

Just to let people know of my experience with this whole £50 fiasco. After reading this board, I decided to call Natwest. I initially called the number listed on my statement, but was diverted to the "Online Banking" department.

I had a print-out of my statement in front of me, listing all the standing orders (there were 13, starting on 25th July).

I was on the phone for a total of 17 minutes, and spent about 70% of that time on hold. I also prefaced my complaint by saying that I had been on the MSE forums and was aware that many other people had not received their £50. First, the guy told me that my first standing order was set up in November. I refuted this and told him to check. He put me on hold, came back, and said that I was right (of course ). When I asked him when I would be getting the £50, he put me on hold again. He got back to me and said that the team needed to investigate, but someone would get in touch within 72 hours.

1.5 hours later (yay!), I received a call from Natwest and they confirmed that I should have received my £50 in July, but "something went wrong".

Anyway, I am told that I have been "added onto the list" and that I will receive £50 at the end of the month. Although this is a satisfactory solution and was resolved relatively painlessly, I am annoyed that I had to call them at my expense and that they would have been in breach of their own offer terms. It's ironic that we can't slam them with a £30 charge for every mistake they make .

rb10

I am now in the same position as lilsunflower. After Natwest failed to phone me as promised (for the second time), I went back to the branch, and was told that I do qualify, and have been put on the list to be paid at the end of the month.

They said that this has affected many customers, and so they have set up a department whose job is entirely to manually review savings accounts and make sure that each individual one that qualifies for the offer gets it.

I think 'fiasco' just about sums up this whole thing.

lilsunflower

rb10 wrote: »

They said that this has affected many customers, and so they have set up a department whose job is entirely to manually review savings accounts and make sure that each individual one that qualifies for the offer gets it. .

That is what I was told too, and the person who phoned me (I assume he was from that special department) seemed to know what he was doing.

Hopefully everyone who calls them now will get their £50 sorted out pronto and be put on that special list .

stevej58

Wow this thread is only a few thousand in views behind the bank charges hardship discussion which isn't pertinent to any bank of course. I wonder if NW have any idea just how damaging this is to them; can they really be this clueless.

Thanks for the replies to my earlier email, I will keep after my £ 50.00 and let you all know.

I am suprised that some of you have got paid after a call, as when I called several times I couldn't even get to speak to someone that had even heard of the deal. I spoke in total to around 10 different people. Yes that's right as a customer I had to explain to the online department the marketing deals of the bank

Oh and my final comment, unknown to us all at the time of releasing this deal RBS was a whisker away from one of if not the biggest banking collapses in British banking history. It's investors like you and I that put the liquidity in to keep it from the history books!

Rgds
SteveJ

LemonTree_3

I made my first SO payment into my FirstReserve account on 3 Sep 2008.
And the 12th SO payment went through on 3 Aug 2009.
Even a 13th payment has been made on 1 Sep 2009 to ensure that I get the cashback.
Anyhow, I have not received my £50 yet and it looks like that I have to complain.
I wonder what you guys consider to be the best way of doing this? Over the phone, writing a letter or go to branch?

Thanks!

pinkfluffybabe

LemonTree wrote: »

I made my first SO payment into my FirstReserve account on 3 Sep 2008.
And the 12th SO payment went through on 3 Aug 2009.
Even a 13th payment has been made on 1 Sep 2009 to ensure that I get the cashback.
Anyhow, I have not received my £50 yet and it looks like that I have to complain.
I wonder what you guys consider to be the best way of doing this? Over the phone, writing a letter or go to branch?

Thanks!

After failing to speak to someone competent and not getting my promised callback I have gone down the route of writing to customer relations - currently awaiting reply.

10_66

LemonTree wrote: »

...Anyhow, I have not received my £50 yet and it looks like that I have to complain.
I wonder what you guys consider to be the best way of doing this? Over the phone, writing a letter or go to branch?

I rang on 0800 592 933. I eventually received my £50, but not without a lot of persistance.