Natwest have closed my account

natweststaffmember

I want to clarify WHY I have advised what I did to the OP. I nearly missed the content of the first post because I read the response and was lead by that. The reference number is a Complaint reference number. The OP will be able to get an update from any branch of NatWest. They lifted the ban on the account which a letter would not have done.
Normally I would agree with everything in writing BUT that could have delayed the OP getting their money. If it was something minor, then maybe I would have advised writing, this wasn't on this occasion.
I am delighted for the OP.

Ex-Spendaholic

Brilliant. Well done. :T :T

emmagrey

aw thats great news. im so pleased its getting sorted. ive found its down to the person you get on the phone as to how well you are helped too.

ive spoken to some terribly unhelpful/rude/lying people from my bank on the phone in the past, when i had a big problem a few years back, who all fobbed me off or said they were unable to help, and then when i got to breaking point after it wasnt resolved weeks later, and i rang up fully intending to tell them to close my account, i spoke to a man who was so patient and understanding, and went out of his way to help me. and it turned out my problem could have been fixed weeks ago, he solved it within 15 mins.

he also did something none of the others had done, he showed empathy toward my situation, and i was absolutely furious when i rang up, livid, and as i told him why i was so flustrated and angry, he wasnt rude as id experienced many times prior, he let me speak, didnt interupt, and when i finished, he said he completely understood why i was so upset and would feel the same way himself and that he was going to help me get this sorted now. and i calmed right down.

thats the problem with call centres these days for the big banks, too many times, they dont know what they are doing, or make you jump hoops to get what you want, or they trigger bad feeling by been rude or flippent. they should know if a customer is angry, that making sarcastic comments or been rude or saying 'there isnt anything i can do' is going to make things worse. most of the time, showing some compassion and going out of you're way to help someone will calm most people down.