Natwest - Major help needed.

tobyhales31

Hi all,

Im in need of a bit of helpd and advice as to how to approach my regarding my complaint.

basically i will bullet opint what has happened in brief for you all.

* applied for a loan to organise my account debt (£2000)
* They took 2 monhts to arrange the laond and i heard nothing to which i chased and they said it had got lost and i would have to restart the application
* applied for loan AGAIN.
* They calculated my loan wrong and underpaid me leaving me still overdrawn in the account in question
*Natwest same day removed my Overdraft meaning they charged me for being overdrawn
*THEN took the 1st payment out of the overdrawn account INSTEAD of the normal account i egt paid into as i originally asked for!
* I asked to clsoe the account and they said no not with paying the overdrawn charge of 28 quid
* I amde a complaint to them IN BRANCE to close this account and was told it is to eb investigaed.
*i subsequebnlty hear NOTHING for 3 moths despite chasing call centres 9who know nothing about it) and they guy who was investigating my query has moved banks.
*3 months on, £168 quid overdrawn (all from charges) and my account still ahsnt been closed.


Now i phoned u[pagain today to make a complaint and they jsut fobbed me off saying the guty is dealing with ti form another branch and to call him but i have heard nowt and im worried they wont go though with cancelling this account and make me pay the charges?! This is highly unfair but no one at natwest seams to be bothered or doing anyhting about this!!?

I want to know the ebst way of getting this resolved ASAP because this is stressing me out a bit now!

Thank you peope!

[Deleted User]

Hi - I don't have too much advice for you I am afraid, but I have had serveral similar issues with the same bank in the past, and they took me ages to sort out.

I found that going into the bank was more fruitfull as I was able to reach the same person on subsequent visits - hope this is of some help, and hope it all gets sorted soon.

mclaren32

What you need to do is first of all ensure that a complaint has been logged and get the reference number for it, there are set time scales that have to be followed and you have to be kept updated as to what they are doing with your complaint.

Unfortunately it does not sound like your complaint has been logged correctly but once it has I would certainly hope that they will make the situation right for you, if you dont get a resolution to your satisfaction then you can then refer the case to the customer relations department who can revisit it.

opinions4u

tobyhales31 wrote: »

Im in need of a bit of helpd and advice as to how to approach my regarding my complaint.

basically i will bullet opint what has happened in brief for you all.

* applied for a loan to organise my account debt (£2000)
* They took 2 monhts to arrange the laond and i heard nothing to which i chased and they said it had got lost and i would have to restart the application
* applied for loan AGAIN.
* They calculated my loan wrong and underpaid me leaving me still overdrawn in the account in question

Please could you clarify how they mis-calculated. Surely you asked them for an amount and they gave you that.

*Natwest same day removed my Overdraft meaning they charged me for being overdrawn

Did you not check that the loan cleared the overdraft?

*THEN took the 1st payment out of the overdrawn account INSTEAD of the normal account i egt paid into as i originally asked for!

Did you not sign a mandate to say which account the loan should go out of?

* I asked to clsoe the account and they said no not with paying the overdrawn charge of 28 quid

If the charge has been correctly applied then they wouldn't let you close it.

* I amde a complaint to them IN BRANCE to close this account and was told it is to eb investigaed.

Have you made a note of the date that the complaint was submitted? Did you put it in writing or get an acknowledgement?

*i subsequebnlty hear NOTHING for 3 moths despite chasing call centres 9who know nothing about it) and they guy who was investigating my query has moved banks.

Banks? Or branches?

*3 months on, £168 quid overdrawn (all from charges) and my account still ahsnt been closed.

They did tell you that they wouldn't close the account.

Some of my questions above are playing devils advocate. You know the circumstances better than me, but if it had been me borrowing the money I'd have made damned sure that it cleared the overdraft fully before sigining the loan agreement.

How they've effectively ignored you since is a disgrace though.

Their web site highlights their complaints procedure. I would suggest you summarise your complaint in writing, stating what you want them to do about it, and saying that becasue it was originally made 3 months ago you will go directly to the Financial Ombudsman service if they don't resolve it within 7 days.

Try to bullet point your issues

- loan wrong amount
- payment taken from wrong account
- overdraft not cleared
- caused charges
- complaint ignored for over 3 months

and be clear about what you want

- charges cancelling
- account closing
- payment collecting from right account.

There's been a misunderstanding. It should be easy for them to resolve. Make sure the branch manager gets the letter personally and keep a note of the date you handed it over to him/her.

mclaren32 wrote: »

What you need to do is first of all ensure that a complaint has been logged and get the reference number for it, there are set time scales that have to be followed and you have to be kept updated as to what they are doing with your complaint.

Unfortunately it does not sound like your complaint has been logged correctly but once it has I would certainly hope that they will make the situation right for you, if you dont get a resolution to your satisfaction then you can then refer the case to the customer relations department who can revisit it.

To be honest, the fact that Nat West have failed to log this correctly doesn't mean the clock starts now. If the OP wishes to go directly to the FSO he is quite within his rights to do that. The verbal complaint was when the 8 weeks started and just because Nat West have treated it with disdain doesn't mean the customer has to wait a further 8 weeks to escalate things.

I just feel that providing a written complaint to a senior manager with a 7 day resolution deadline is reasonable before doing so.