Nat West Scrooges

saerviceplease

I was using the cash machine at Nat West, Hatfield, Herts, as the helpful folk at Lloyds, where I’d just paid in some cheques, were showing an older person how to use theirs, it was the pensioners first time.

My card got stuck in the Nat West machine, so I went in, and the staff said it had broken down several times already and they’d see if they could get it. I went back outside, as I was worried of it being spat out and stolen. I was delighted when the bank staff retrieved it from inside. Imagine my surprise when I went in to get it they refused to give it to me, even though they had it. I was left holding the baby, well my toddler.

I was scandalised by their petty mindedness. The card was quite obviously mine. However desk staff have little flexibility so I went back to Lloyds and managed to get a senior staff member, Steve Mallision, to come round with me to Nat West and ask their manager. Each time there was a long wait, not made any easier by having my two year old in tow. Anyhow the assistant finally went to request the card from the Nat West manager, who never appeared from behind closed doors, but just sent a message of, “No”.

Lloyds kindly took me back, gave me as much cash as they could, and ordered me a new card. Sadly I can’t expect it before Christmas. It’s the only card I have. I can’t write a cheque. I’d been tracking a special gift for my wife, which now I’ve finally located it I can’t buy it as I have no credit card. I have to visit distant family as well as making a Christmas meal locally for my family of six and friends; I probably won’t have enough money (despite getting a bonus paid in to my account this week!)

I went back to Nat West after finishing at Lloyds, as I did want to speak to the manager, Diane Rollinson, and tell her how appalled I was at her inflexible behaviour. She was now apparently now, at 3pm, at lunch. I went and did some of the Christmas errands I’d taken the day off to do and returned an hour later. Rollinson again refused to come out and instead sent some boy, who parrot fashion said they had their policy - it wasn’t even against the rules it seems.

The Nat West cash point is still open and no doubt crashing with regularity. Users beware

All was needed was a little common sense and humanity from Diane Rollinson. Of course we need rules, but the carer getting an emergency prescription should get away with a moments parking on a double yellow line, the train driver who sees the mother and baby or pensioner making for his train should not be disciplined for pausing for them. I’m astounded that in this day and age, in this supposedly enlightened country, that such a Germanic, “I’m just following orders” attitudes can persist, and are alive and well at Nat West.

Surely there’s enough unfairness and misery in this world that Nat West can’t see their way out to not wantonly ruining a families Christmas.

http://www.sandridgevillage.com/natwest.cfm

IvanOpinion

What if you had not been who you said you were? Maybe you had seen someone lose the card in the machine and decided to chance your luck? Would you have complained if they had have given your card to a stranger? (Un)fortunately nowadays banks are screwing down the lids on security.

You say it was obvious it was your card ... how? You have to accept that if the bank has a policy to try to protect its customers and their money then sometimes it is just not going to appear to be fair. If you don't like this policy then vote with your feet and move to another bank (its easy). However in the bigger picture most people would prefer to be safe than sorry.

Ivan

piptiddlepip

Presumably the poster could have showed the manager some form of identification, which a "chancer" would not have had. I agree that the manager should have shown more common sense. If she really couldn't give the card back, at the very least she should have appeared in person and explained her reasons why not. How long would that have taken? Thirty seconds!

IvanOpinion

piptiddlepip wrote:

How long would that have taken? Thirty seconds!

Not after having to listen to a rant as the OP tried to get their goods back. Unfortunately any rule will look stupid in a particular set of circumstances however to err on the side of caution can only be good

Ivan

piptiddlepip

Now you're putting words in the OP's mouth. Who's saying he/she would have ranted? I don't blame him/her for ranting here, particularly as Natwest had already admitted that the machine was crashing regularly and they hadn't taken it out of service.

IvanOpinion

So we are both agreed he would have had a rant Jeez, I probably would have, there would be no way that the manger(ess) would have escaped me in 30 seconds ... but the bottom line is that if they have a policy to that effect then that is the policy (possibly being enforced by head office).

A few years back (and the reason that I changed banks) is because my old bank would not allow me to LODGE a bankers draft into my account which meant I could not pay someone. If you don't like their policies then vote with your piggies ... you will be absolutely no loss to a big institution but you will get some personal satisfaction

Ivan

Poppy9

So what are Nat West going to do with your card. Are they going to return it to Lloyds or destroy it? If they are going to return it to Lloyds if it's next door couldn't they have popped it back to them, got them to sign a release so that if Lloyds decide to give it back to the customer it's at their risk.

Now that would be common sense but hey what do I know being a Local Authority worker!!!

hjb123

I sympathise with you on this, I would write a strong letter of complaint to Natwest, to both that branch and to head office - send it to anyone else you can think of - like any regulatory body - but not really sure if they could do anything

Hebejebe_3

Doesn't the actual card belong to the bank that issues it? So therefore when your bank manager went into the bank he could have rightfully demanded his property back? Just a thought.

italiastar

saerviceplease wrote:

I was using the cash machine at Nat West, Hatfield, Herts, as the helpful folk at Lloyds, where I’d just paid in some cheques, were showing an older person how to use theirs, it was the pensioners first time.

My card got stuck in the Nat West machine, so I went in, and the staff said it had broken down several times already and they’d see if they could get it. I went back outside, as I was worried of it being spat out and stolen. I was delighted when the bank staff retrieved it from inside. Imagine my surprise when I went in to get it they refused to give it to me, even though they had it. I was left holding the baby, well my toddler.

I was scandalised by their petty mindedness. The card was quite obviously mine. However desk staff have little flexibility so I went back to Lloyds and managed to get a senior staff member, Steve Mallision, to come round with me to Nat West and ask their manager. Each time there was a long wait, not made any easier by having my two year old in tow. Anyhow the assistant finally went to request the card from the Nat West manager, who never appeared from behind closed doors, but just sent a message of, “No”.

Lloyds kindly took me back, gave me as much cash as they could, and ordered me a new card. Sadly I can’t expect it before Christmas. It’s the only card I have. I can’t write a cheque. I’d been tracking a special gift for my wife, which now I’ve finally located it I can’t buy it as I have no credit card. I have to visit distant family as well as making a Christmas meal locally for my family of six and friends; I probably won’t have enough money (despite getting a bonus paid in to my account this week!)

I went back to Nat West after finishing at Lloyds, as I did want to speak to the manager, Diane Rollinson, and tell her how appalled I was at her inflexible behaviour. She was now apparently now, at 3pm, at lunch. I went and did some of the Christmas errands I’d taken the day off to do and returned an hour later. Rollinson again refused to come out and instead sent some boy, who parrot fashion said they had their policy - it wasn’t even against the rules it seems.

The Nat West cash point is still open and no doubt crashing with regularity. Users beware

All was needed was a little common sense and humanity from Diane Rollinson. Of course we need rules, but the carer getting an emergency prescription should get away with a moments parking on a double yellow line, the train driver who sees the mother and baby or pensioner making for his train should not be disciplined for pausing for them. I’m astounded that in this day and age, in this supposedly enlightened country, that such a Germanic, “I’m just following orders” attitudes can persist, and are alive and well at Nat West.

Surely there’s enough unfairness and misery in this world that Nat West can’t see their way out to not wantonly ruining a families Christmas.

http://www.sandridgevillage.com/natwest.cfm

I don't wish to defend Nat West, but I experienced exactly the same problem with Lloyds .

Darksun

I believe it has to be returned to the issuing bank for security reasons. Annoying I know, but this is legitimate behavoir, and legally speaking, neither you or Natwest owns the card, the issuing bank does