Problem with RBS

LilacPixie

I have a joint account with RBS. It is not used alot now only for 2 direct debits and I transfer in cash each month to cover them. We have an agreed overdraft of 1k on the account but don't use it. We are hoping to buy a new home shortly so I am on a mission to clean up credit file and close unused accounts because at the moment we appear to have scary amounts of availible credit.

I log on to RBS internet banking and all is fine once passing security it displays part of my address, I live in a flat so it shows 'B Beach Cres' which is correct as i live at 90B Beach Crescent (made up street) so i have a look around the site and apparently the only way to remove an overdraft is to apply for a 0 overdraft to replace the one we have so I click into the overdraft page and it asks for single/joint app and special needs so thats fine I click next and it takes me to a pre filled section of my details.

I scroll down checking details and when I get to address I am surprised they have me as 19B Beach Cres not 90. Now we used to get paper statements until about a year ago so I know this address was correct then but we switched to online statements now and I never check them TBH.

I called telephone banking to find out what has happened and they cannot discuss the account with me as I cannot pass security :mad: WHen I called I gave my customer number name DOB told when address was asked said you have me at 19B beach cres thats what i'm calling about then the letters from password. when i failed i though possible comp blip so called again using my real address of 90B Beach cres.

I have emailed them a complaint via their webpage but i'm now lost as to what to do next.

Anyone have any suggestions. I am slightly challenged mobility wise at the moment so branch is not an option for me and my OH finishes at 6pm once banks closed so he can't go in for me but not sure they would tell him anything anyway.

jambosans

LilacPixie wrote: »

Anyone have any suggestions. I am slightly challenged mobility wise at the moment so branch is not an option for me and my OH finishes at 6pm once banks closed so he can't go in for me but not sure they would tell him anything anyway.

I would have suggested trying to contact a different department, like the Online Helpdesk, but according to the website they don't have a contact number. Depending how tight RBS's you may have been able to bypass Telephone Banking security by contacting another department and being transfered appropriately.

Unless you have prior arrangements in place due to mobility, branch may be your only option. They will not speak to your OH if he is not named on the account.

There's a lot of if's and but's in my reply because I'm not familiar with RBS's Telephone Banking. If you fail security, you need to follow the reset procedure that RBS advise i.e. new Telephone Banking security number/ password or visiting branch with ID.

According to the below page, you can only update your address via Telephone Banking or Branch:-
https://www.rbsquestions.co.uk/RBSG/index?page=content&frompage=homepage&actp=search&id=FA890&searchid=1264435710419

MPH80

Why not write to them, explain the situation and enclose an old statement proving that the address was correct at some point and you'd like to know who changed it and when?

It seems easiest.

Send it recorded delivery if you can and then you'll know they got it too.

LilacPixie

telephone banking is auto matic I pass that bit no problem (same details used online) its when i get to a human and they ask for confirmation of address that they fail me.

SOunds silly but my card expires in a week, I though not replaced as account was pretty much dead £30 goes in £29.16 goes out but now i am wondering if someone has my card and also what can they do with it. I don't think they changed my pin last time but it was 3 years ago so can't really remember.

Looks like it will have to be post.

chambta

There is an internet banking helpdesk-0845 600 8212.

Ring your branch if you cannot get any joy. There will hopefully be a member of staff willing and able to sort it.

They will also be able to use the 'managers reducing limit' option on the back office system to take the overdraft to nil overnight.

JacksterD

If you go into your branch along with some sort of ID showing your current address I don't imagine there will be a problem.

Some banks aren't even as strict as that, with the Co-Operative you can just write them a letter with your sort code, account number, old address, new address and signature and they'll change it no problem.