Natwest have closed my account

natweststaffmember

I think you need to go to NatWest Customer Relations Unit because that is nonsense advice. The issue is that someone you spoke to last year agreed to refund charges and close the account. It is BANK ERROR and the account that has got a marker on it needs to be taken off and the other account defunct. If the bank has defaulted the account then they need to send a notice of corrections to the CRA's. It is a BANK ERROR plain and simple.
I am soooo sorry I didn't pick this up earlier. Do you know who you spoke to or maybe the month you spoke to them, my gut feeling says roughly 10 to 11 months after the account was opened for the £300 to have accrued. Birmingham Collections SHOULD have had a note on the account as they would have dealt with it and the person would have to have noted it down either on their system or noted it down as a complaint.
Thank god, I rechecked this thread rather than it being left for maybe another week or so.

emjtay78

Please don't apologise at this moment your the only help i am getting and am thankful for.

with the collections team they don't seem to know or want to disclose anything about my previous calls this is why i am wondering why they can get up the fact that the aga had been swapped to a current account but cannot see who authorised this. And how they claim the ban was never lifted on my step account when it obviously had because i have been able to withdraw money and also last week purchased items online, this authorisation was also made by the same person. I am making plans to visit my branch first thing tomorrow is it really worth my time? the only thing i want at this moment is some of my funds so i am able to live until this is sorted but from the conversation earlier to collections this may be impossible.

natweststaffmember

Personally the branch MAY not be able to do so. It may still be worth going to the branch. Explain things calmly to them. You have two things you need to explain.
1) Last year you spoke to Birmingham Collections who stated that they would be refunding charges on the ADGold account and they would be closing the account. They didn't and it has lead to your account going to Credit Management Services(I am almost certain it has). Their number is 01952 206114, in case you need the number.
2) The bank needs to investigate that matter BUT you need access to funds because you need to feeds your kids with the money that has gone into the account.

Make sure you are calm, and tell the branch you want them to treat this as a complaint. If not then ask them for Customer Relations Unit telephone number and ask to use a phone in the branch to speak to CRU because you have no money to call them and you need them to look into it as soon as possible. Re explain that to CRU and state that you are in the branch and they are not willing to look into your complaint and you need to get money out to feed your kids. I hope this helps and as I said, please be calm but clear.

You need two things tomorrow, The Bank to investigate your complaint that the bank failed to close your account last year, and, more importantly, access to money.

I know they will not be able to fully investigate it in one day but they have to investigate the failed closure of the account and you need the money.

emjtay78

Thankyou soooo much for the help you have given for the first time in 2 days my tears of dispair have turned into tears of a little hope. I'm not a very good confrontation expert and i would have gone in and sat with nothing apart from the same story that i now have bored myself with . I will now go and attempt to solve this looking like i know what i am talking about, as i am sure the banks are aware that the majority of folk don't actually know what they should before tackling situations.

I will let you know the outcome tomorrow, and Thankyou again

Ex-Spendaholic

What an absolute nightmare this all is. :eek:

I just wanted to wish you luck for tomorrow in sorting this out.

Also I wanted to applaud Natweststaffmember for her sterling advice both on this thread and the countless others she/he answers so well. :T

emmagrey

wow, that sounds like an absolute nightmare. hope tomorrow goes well for you.

emjtay78

Well i have been to citizens advice and got the details of my branch manager who said that there is noyhing that she would be able to do but i could arrange to go into a meeting with her if i wished..at the moment i need every bit of spare time to speakto someone who knows what to do.....I have now spoken to someone from customer relations unit who put me through to collections, i braced myself for another argument but to my delight i spoke to an adorable lady called Dawn who only listened to half my story before stopping me saying this needs addressing NOW i'll pop you on hold then get a reference number she came back with a ref No and instantly lifted my ban off my step account so i can now get access to my funds :j i have to await a phone call or letter by the latest friday informing me of next steps to be taken or a resolution.
I want to thank everyone for their support while i've been dealing with this, espacially natweststaffmember if i could hug you i would:kisses3:. Thanks again, Emma xx

shooter

:T :T Well done emjtay78 :T :T

keep us posted as to how things go.

You should be able to reclaim these charges if during their investigation they don't .
If I'm correct if you do have to reclaim then it would be for bank error and not UTTCR so you would probably win quite quickly, but I'm sure natweststaffmember or others will put me straight if I'm incorrect.

moggylover

natweststaffmember wrote: »

I think you need to go to NatWest Customer Relations Unit because that is nonsense advice. The issue is that someone you spoke to last year agreed to refund charges and close the account. It is BANK ERROR and the account that has got a marker on it needs to be taken off and the other account defunct. If the bank has defaulted the account then they need to send a notice of corrections to the CRA's. It is a BANK ERROR plain and simple.
I am soooo sorry I didn't pick this up earlier. Do you know who you spoke to or maybe the month you spoke to them, my gut feeling says roughly 10 to 11 months after the account was opened for the £300 to have accrued. Birmingham Collections SHOULD have had a note on the account as they would have dealt with it and the person would have to have noted it down either on their system or noted it down as a complaint.
Thank god, I rechecked this thread rather than it being left for maybe another week or so.

Good advice - but may I suggest that you put ALL of the matter in writing to them - and record the delivery on postage - because I think the biggest mistake we ALL make these days is to do too many things by telephone - and not have enough proof of the answers we get. Unfortunately, many Companies today seem to try to pretend that they "have never heard from you" with phone calls.

Incisor

moggylover wrote: »

Good advice - but may I suggest that you put ALL of the matter in writing to them - and record the delivery on postage - because I think the biggest mistake we ALL make these days is to do too many things by telephone - and not have enough proof of the answers we get. Unfortunately, many Companies today seem to try to pretend that they "have never heard from you" with phone calls.

Dead right, don't give them plausible deniability