Has your bank blocked your bank charges hardship claim?

barloo69

justinfromwork wrote: »

Matthew Wolfe
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[EMAIL="Useful_Bloke@hotmail.com"]Useful_Bloke@hotmail.com[/EMAIL]




James Howells
Customer Service Recovery
Customer Service Recovery Centre
Charlton Place
ANDOVER
Hampshire
SP10 RE



02/09/09

Copmplaint reference 425067

Dear Mr Howells,

I now understand why your department is called ' Customer Service Recovery' ; it is because you are all Customer Service-aholics, having committed deeds which at some point have been of service to customers and your Company's culture frowns on this very much indeed.

So when I write to tell you that the Bailiffs want to take my stuff away, and may I please have my refund now, rather than after the inevitable collapse of the Banks position when the case is finalised, your employer instructs you to say "no".

Not only that, but they ensure that you say it in the most snotty, condescending and beaurocratic way possible, presumably to de-sensitise you from any human attributes such as compassion or empathy, of which they obviously strongly disapprove.

My friend ( may I call you that?). There is a better way,have faith, I will explain.
If my letters have gone to the wrong department,pass them on, get them to reply. Stop grinding out the word-processed drivel that merely requires you to insert the Customer's details. Read the Customer's letters individually and respond to them in a way that corresponds to the individual content thereof.

I have to say that I am not the only one who has noticed that your organisation in particular is worse than most of the others when it comes to dealing with hardship cases vis a vis unfair charges.Martin Lewis (moneysaving expert dot.com) has also mentioned it; I am sending him a copy of this letter as he is great friends with our next Prime Minister, your new boss in a short while, I'm told.

So come on James, let's all try and inject a bit of common sense before the lemming culture destroys us all.

All the best,



Matthew Wolfe

Fantastic, certainly made me smile. Love the bit about actually reading the customers letter before responding !!! I sure others will agree all so often you get a computer generated letter that does not answer in detail any of the points one has raised.

Definately post up the repsonse you get.

zigzagzen

esmerellda wrote: »

I read your post before, well done for sticking it to them.

The refusal to go back to July 2001 is something the waivers team are looking at and if you have refusals to go back to July 2001 its a clear breach of their agreement with the FSA and you should send a complaint in, any written evidence of this would be excellent too.

Thanks very much. I'll talk to them about it ... and let them know the other ways NatWest tried to take advantage of lack of knowledge of the waiver.

ZZZ

melb2902

So...can i just ask a simple one?

Mine is not a lot of money, mine is one charge. But this one charge has really niggled me!!

I went £11.14 overdrawn for a day. I now have to pay £35.00 charge for this "luxury". They have said that they have refunded one before and therefore cannot refund this charge so bascially i am stumped!

I have all my letters and notification emailed to me so i don'tunderstand how their computer generated letter and such a small amount has led to such an astonomical charge - it is scandalous.

Anoyhow...enough of my complete annoyance at this situation. Anyone know if i will/can get it back?

Thanks in advance.

PS Loving Matthew Wolfe's letter - how do they not realise that as customer's we hate this customer service that we get that in fact is not customer service! lol!

natweststaffmember

melb2902 wrote: »

So...can i just ask a simple one?

Mine is not a lot of money, mine is one charge. But this one charge has really niggled me!!

I went £11.14 overdrawn for a day. I now have to pay £35.00 charge for this "luxury". They have said that they have refunded one before and therefore cannot refund this charge so bascially i am stumped!

I have all my letters and notification emailed to me so i don'tunderstand how their computer generated letter and such a small amount has led to such an astonomical charge - it is scandalous.

Anoyhow...enough of my complete annoyance at this situation. Anyone know if i will/can get it back?

Thanks in advance.

PS Loving Matthew Wolfe's letter - how do they not realise that as customer's we hate this customer service that we get that in fact is not customer service! lol!

If you have written to the bank and they have acknowledged the claim then it's a sit and wait for the OFT test case issues being resolved.