Help! RBS are killing my credit score with their errors. I need to resolve this quick

TankFerg

Hello all and firstly, thanks for reading my post.

Here we go straight into the details of what I am tackling.

In April this year I contacted RBS (loans) as I had changed my bank account details. I gave them my new bank details. I was then contacted in August by them to say no payments had been collected over the last 4 month. I was furious that they had left it so long to contact me as I thought all was well.
I then made arrangements with them. I agreed for them to collect my normal DD and again confirmed with them my new bank details. I also said I would call each month and pay an additional amount over the next 6 month to clear the arrears.

I called them and paid in Sept and Oct as agreed. I then recieved a message by text to say contact them, which I did.
They said my agreement had been cancelled because 43p less had been made on the last payment. I discussed this with them and then found that they had not been collecting my monthly payment AGAIN!!

So I had further arrears built up. I know they said that its my responsibility to check DD's but I think that's a cheap cop out in this situation. One of the biggest benefits of DD is that its taken care of and reliable. Especially when I had already spoken to them and confirmed again after their previous error.
I was very unhappy about it. I worked as a manager within a call centre for 5 years and I know it can be difficult and thats why I am always assertive but not aggressive when speaking on the phone. So Imagine my surprise when I asked to speak to a manager, the advisor went to speak to one, and they refused to take my call. I was disgusted. I never, not once while working in that environment refused to take a call.
They then said they couldnt confirm which bank details they had and confirmed that it was their errors that have led to this (call recorded by me(and I told them)).

I have just got off the phone having applied for a re-mortgage due on 1st December and I have been declined. I have been online and checked my credit history and the only things showing as negatives are these missed payments with RBS.

I am FUMING! I have been promised calls back and have not recieved them. I have spoke to my local RBS branch and a very nice lady there has called them and spoken to them and called me back to say that there is nothing that she can do as once an account is passed to collections, they cannot do anything about it and that they would call me to discuss. They haven't call mee back.

I dont know where to go or who to speak to next. I want my credit sorted and a formal complaint made regarding both their errors, and being refused a manager (I have the managers name who refused to speak with me) in RBS collections (Birmingham).

I really would appreciate any advice or pointers as even though I am not a shouter/screamer, I have no problem complaining where appropriate but I have hit a brick wall here and it seems no one I have spoken to within RBS either CAN or WANTS to help resolve this issue. And they should, because it's their BLOOMIN FAULT!

Sorry for all the caps but I am sooooooooo frustrated.

Thanks again for reading all the way through.

Tank.

chambta

For starters you're in the right place dealing with Birmingham collections. The branch cannot help any longer regarding the specific complaints you have.

Your credit file can be corrected but would the bank agree it's their fault as that would be the first hurdle in achieving this?

I_know_my_ABC_and_my_CMYK

How often do you actually check your bank account? I check mine daily. Plus instead of paying extra over 6 months could you not pay it in one lump sum? or had you spent the money?

RBS have made errors but you may find it hard to get your credit file restored as you did not make sure your direct debit was being paid , there are faults here on both sides.

You need to write a formal complaint stating all the facts and allow RBS to deal with your complaint before going to the financial ombudsman, RBS have to have the opportunity to put the problems right first.

Snakeeyes21

I fail to see how its the banks fault. Unless you have money coming out your ears how could you not notice that the loan wasnt being paid? I know I would notice a couple of hundred quid that I shouldnt have

TankFerg

Snake, when it reaches a certain day of the month all my DD's have come out. Amount varies on a few so what I have left is mine to spend. The bank confirmed to me on both occasions that DD set up when I gave the details. Maybe i was being a bit naive and thought I didn't have to check up on them doing exactly what they said to me. If we did that with everything we would spend most our lives checking up on those who say they have done something just in case they haven't. Its crazy.

They have already confirmed to me that either a process has not been followed (system) or human error has taken place but they have confirmed that it's their fault.

I need them to correct their errors with no negative effects on me. Simples!

Tank