Natwest Welcome Pack Delay

Damia

Hi,

I upgraded my Natwest Current Account to a Student Account back in September, just before I started uni.

I expected a welcome pack containing my new debit card and railcard within a couple of weeks, but all I received was a credit card, which I activated with no problems (so I knew the account was open). Around two weeks later, I went back to my original local branch and told them I hadn't received the pack. They said because I had kept my old account number, the pack hadn't been sent out but they would ring up and get it done.

A week before Christmas, still no pack. After going back to the branch at least three times more in the intervening time (unfortunately I didn't keep track as I trusted them when they said it was being sent out) and being told a formal complaint had been recorded, I went again, only to be told that the railcard offer had expired. I told the lady about the number of times I had been back, and she said she would do what she could.

On December 27th I finally received my welcome pack. All it contained were leaflets about using this account which I have been doing quite successfully for the last 4 months. Funnily enough one of the leaflets had an advert for the railcard offer on, but no railcard was in sight. No debit card either, but I still have the one I've been using from my old account so that doesn't matter as much.

So, sorry about the length but I basically want to know is there anything I can do to get my railcard? Is there anything else I should have done originally?

Thanks.

Lokolo

I think this thread would be better suited in Budgeting and Current Accounts forum section as there are more experienced users there. (MOD!)

However, it would be worth writing another letter of complaint stating that you have now had to travel numerous times to branch costing you money and that the issue has still not been resolved after 3 months or whatever. State when you applied and the original problem, then state you finally recieved the pack on X date without the railpass

See what they say about this and if it still hasn't been resolved then you would want to write to FOS maybe? (waiting for another experienced user..... come on..... I know where you are....)

Damia

Thanks very much, I shall get writing.

And yes, mod, please do move this if somewhere else is more appropriate.

Helix

The railcard and debit card don't come in the welcome pack. The debit card is sent seperately and the Railcard has to be applied for using a form which should be in the welcome pack.

atypical

Natwest didn't excel in customer service for me either. They didn't send me my debit card for nearly a month meaning I had to go into branch every time I wanted to withdraw money at Uni. When they did send it they sent it to my (far away) home address! Whilst they sent the cheque book to the branch.

And then, even after receiving the debit card it took them another 2 weeks or so for them to send me my PIN.

katykatkins

This is exactly what happened to me. Now a 3rd year, railcard and promised compensation still missing.

Damia

Hmm... not exactly encouraging. Thanks Helix, I'll keep my fingers crossed for the debit card then. Although why it would have been delayed this long if it's not connected to the pack is beyond me.

However, I did get a phonecall yesterday from Natwest to say that if I buy a railcard and send them the receipt, they will reimburse me. If it works out, that seems like a fairly satisfactory solution. We'll see. Only bad thing is, I can't actually afford to buy the railcard til my student loan comes in... hopefully I won't be doing any travelling in the next couple of weeks.