helping daughter with abbey

simon_templar_2

Have you addressed with your daughter why she is in this mess and why she is bouncing direct debits? It is not the banks fault they have bounced.

novelli

simon_templar wrote: »

When her bank statement arrives, on page 1 there is a list of any charges due to come out. This gives you at least 3 weeks notice to do something about them. It is far easier to deal with BEFORE they go out rather than wait for them to go out. The branch can only refund charges if it is branch error but if no charges been refunded in last 12 months they have discretion to refund upto £50.

yes but she or i can make a phone call while there to whoever deals with these things higher up. Decisions can be made quickley i know that as its happened in my case.
All very well u saying she should have dealt with it before, of course u are correct \but
she moved around 5 months ago and went into the bank to change her details/address etc, the bank refused to accept any changes if she did not have photo id, which she doesnt, so nothing she could do, they knew she had moved, so they knew she couldnt receive their letters, they refused point blank to accept utility bills etc as proof of address, they would only accept photo id and she has none.

novelli

natweststaffmember wrote: »

The other aspect is whether the appropriate privacy was given to your daughter which is why I asked about an interview.

she spoke to her in the main bank not a seperate room, despite tears and obvious distress at no time did she offer her any privacy. she said there wasa nothing she could do to help, and that she should manage her money better. As i understand things shouldnt she have at least offered to have someone give her some advice and complete an income and expenditure form etc to see if they could help.
whilst i beleive that she should accept some responsibility for the mess she is in, there was no need for this woman to be so rude and unhelpful.

Is there any document i can take that explains what the manager could hbave done/suggested instead of just telling her its her own fault.
My daughter says she made her feel like a piece of s**t the way she spoke to her. The woman told her she has a job dont she so whats the problem, and if she didnt earn enough then claim benefits,!!:mad:

natweststaffmember

novelli wrote: »

she spoke to her in the main bank not a seperate room, despite tears and obvious distress at no time did she offer her any privacy. she said there wasa nothing she could do to help, and that she should manage her money better. As i understand things shouldnt she have at least offered to have someone give her some advice and complete an income and expenditure form etc to see if they could help.
whilst i beleive that she should accept some responsibility for the mess she is in, there was no need for this woman to be so rude and unhelpful.

Is there any document i can take that explains what the manager could hbave done/suggested instead of just telling her its her own fault.
My daughter says she made her feel like a piece of s**t the way she spoke to her. The woman told her she has a job dont she so whats the problem, and if she didnt earn enough then claim benefits,!!:mad:

I think you need to complain about the way your daughter was spoken to. Being told to effectively quite your job and go on the dole is nonsense.
The bank does not provide income and expenditure forms nor do they deal with hardship claims. Regardless of anything I think it might have to be done in writing.

jos004

She went ijnto the bank on discovering what they had done and the manager was apparently very rude to her, telling her its her own fault etc etc and that other banks might be refunding chaRGES but abbey werent that stupid!!!


I would have felt inclined, to p**** him in the **c* - the unprofessional git.

If you go as far as the FOS, tell them about this.

simon_templar_2

A customer does not need photo id to change address. If what you are saying is true then they are not following company proceedures. All that was needed as a bare minimum to change address was the bank card linked to the account and the 'change of customer details' form filling in. This type of thing is done many times per day, it is a very common event. It would seem the staff members have not read or understood very simple bog standard company proceedure.

novelli

jos004 wrote: »

She went ijnto the bank on discovering what they had done and the manager was apparently very rude to her, telling her its her own fault etc etc and that other banks might be refunding chaRGES but abbey werent that stupid!!!


I would have felt inclined, to p**** him in the **c* - the unprofessional git.

If you go as far as the FOS, tell them about this.

yes me too, my daughter was just too upset and didnt know her rights. I would have stood my ground . i hate disrespect and i would have taken huge issue with this woman, in fact i will be doing so today.

natweststaffmember

novelli wrote: »

yes me too, my daughter was just too upset and didnt know her rights. I would have stood my ground . i hate disrespect and i would have taken huge issue with this woman, in fact i will be doing so today.

No don't have an altercation with the Member of Staff(MOS) concerned, write a formal complaint to her manager.

Disni

just wanted to say i hope you get this sorted and the innapropriate members of staff are punished!

novelli

well i am pleased to report that all the money has been refunded back into her account. I rang head office made my case and within aN hour the money was there.
Will be making a complaint re the manager of the branch.
account will now be closed.
the man on the phone did try and fob me off but i was having none of it, so witgh thanks to all the advice on here i managed to get a RESULT.

thanks