Shocking behaviour from Natwest

Glitterari

I had an account with Natwest - last year I was overdrawn on the account and kept getting charges. Last August, I had a bit of money, so I phoned them and asked to pay off the whole lot , including any upcoming interest or charges. I also asked to ch...ange my address with them cos I'd moved. They told me that I couldn't change my address via the phone and had to do it in branch. So I paid off the whole lot, charges that hadn't yet been added and all.

Today I got a text from them telling me to phone them urgently. Phoned them. I am over £300 in debt to them. How? I ask I paid off the whole lot in full last year. Put me on hold for ages. Turns out I paid off the full amount except for 10p. That 10p has now turned into over £300.

Shocking behaviour.

(as it was i never got around to changing my address as I had cut up my card long ago and considering I'd paid it off in full I figured I wouldn't be getting any more post from them).

natweststaffmember

Glitterari wrote: »

I had an account with Natwest - last year I was overdrawn on the account and kept getting charges. Last August, I had a bit of money, so I phoned them and asked to pay off the whole lot , including any upcoming interest or charges. I also asked to ch...ange my address with them cos I'd moved. They told me that I couldn't change my address via the phone and had to do it in branch. So I paid off the whole lot, charges that hadn't yet been added and all.

Today I got a text from them telling me to phone them urgently. Phoned them. I am over £300 in debt to them. How? I ask I paid off the whole lot in full last year. Put me on hold for ages. Turns out I paid off the full amount except for 10p. That 10p has now turned into over £300.

Shocking behaviour.

(as it was i never got around to changing my address as I had cut up my card long ago and considering I'd paid it off in full I figured I wouldn't be getting any more post from them).

Put it in writing and explain that you were misinformed as to the amount that should have been paid into the account. I would also explain that you didn't change the address. Before anything else, had you done this you would have found out earlier. However, at the same time, you can explain that as a reason why you had no idea that the problem existed since you assumed the account was closed or at worst at £0.00 and dormant. Any excuse for not changing the address will do, ie mind on other things,. etc,etc. Ask them to refund charges and interest and close the account completely and I would ask for a final response if they are unwilling so you can take the case to the FOS.

Others will say this to you, your title is misleading since you didn't change your address and this lead to you not being made aware of this issue earlier. I won't say that. of course