newbie to the bank nightmare!! (natwest claim)

emmab2001

hi all
newbie to the bank charges reclaiming nightmare after lurking on here for a while i finally phoned natwest up today to ask for statements to asses my charges first lady i spoke to was really nice and sorted it out for me cost me 5 pounds for each account she said she would have to pass me on to another department to confirm the request.

the man who answered was so rude whating to know what i wanted the statements for before i could even speak he said no bank charges were been paid at all it's with the courts so there was no point in me asking for statements as no claim would be heard and i would just be at the back of a very long queue!!!!

when i finally got a word in i said i was eligible under the hardship ruling he had the cheek to say there was no ruling and natwest are not at this time paying out any claims

i carried on and stated that it was my request as a customer to send the statements would he please do so now or pass me through to his manager and to were i can complain

so there is the long story!!!! statements should be on there way but whay did that guy have to be so aggressive???

take care all!!

esmerellda

Hiya xx

Good luck with the claim, one thing - you could have applied to the bank under the data protection act for all your transaction lists on all three accounts and it would have cost you £10 for the lot.

The guy was probably bored and is probably getting loads of requests for lists of charges at the moment. He's kind of right in that there isnt a hardship ruling - there is a exemption to the waiver on complaints handling - but he's just being picky, he's also right that natwest arent paying out on claims due to the test case, but they are paying out in cases of extreme financial hardship where its pay out or watch someone lose their home.

Complain about him if you noted his name and the time of call. There is no call for rudeness and whatever the situation and however bad day he is having you are still a customer.

Best of luck x

natweststaffmember

emmab2001 wrote: »

hi all
newbie to the bank charges reclaiming nightmare after lurking on here for a while i finally phoned natwest up today to ask for statements to asses my charges first lady i spoke to was really nice and sorted it out for me cost me 5 pounds for each account she said she would have to pass me on to another department to confirm the request.

the man who answered was so rude whating to know what i wanted the statements for before i could even speak he said no bank charges were been paid at all it's with the courts so there was no point in me asking for statements as no claim would be heard and i would just be at the back of a very long queue!!!!

when i finally got a word in i said i was eligible under the hardship ruling he had the cheek to say there was no ruling and natwest are not at this time paying out any claims

i carried on and stated that it was my request as a customer to send the statements would he please do so now or pass me through to his manager and to were i can complain

so there is the long story!!!! statements should be on there way but whay did that guy have to be so aggressive???

take care all!!

There is NO justification for the person you spoke to. I would put a written complaint to the bank over this. That is not treating customers fairly, that is not dealing with customers in financial hardship in a sympathetic way whatsoever.
customer.relations@natwest.com
The above is for the complaint. Do it today or tomorrow because they should I hope be able to listen to copy of the call and speak with the member of staff concerned. At least he ordered the statements.