Bank won't let partner speak on my behalf?

keyaziz

Hi,
I need to talk to my bank (NatWest) about some charges applied to my account. However, as a result of a traumatising experience I had with one turgid cretin of a bully I can no longer talk to NatWest and always have my partner ring on my behalf.

He tried to ring a few minutes ago, but was told that he cannot talk for me, even if I relay the security details and pass the phone back (which is the usual routine). He was told that if I need to sort out a problem, I have to talk to them myself "when I'm ready".

Is this new protocol or were they just lying? Is there any way around this at all? I really cannot speak to them, I find it impossible.

Any help would be massively appreciated as I have a good chance of getting these charges reversed, but need to act fast!

Thanks,
Kelly

gaz_jones

Could you not manage a phone call to them just to give him permission to speak on your behalf?

I'm just being noesy really, but I'm very interested what could have happened over a phone call to 'traumatise you' and make it 'impossible for you to call them'.

Wyndham

I work in an area where Data Protection applies, and we have to be very careful. You need to give them permission, in writing, to talk to your partner. If they talk to your partner without that written permission then they are in breach of the Act.

If they used to do it, and now don't, it implies that they were audited and they weren't very impressed!

Premier_2

You don't need to give permission in writing; it can de done over the phone, but that may need it to be done each & every time the call is made.
What's the issue? Most of those type of calls are recorded anyway?
What's the difference between doing that and having a discussion on a speaker-phone where the account holder & partner are both present? How does the bank know the account holder is still present or not once they have given the security info and informed the bank the partner is there too and is being permitted to overhear/speak on the account holder's behalf?

The bank need to take a pragmatic approach to this situation and if they won't, complain to their compliance officer.

keyaziz

They won't let me say its ok over the phone for my boyfriend to do it so what should I do? Complain? That means I can't resolve the issue? Can they really refuse someone speaking on my behalf? I don't see how this is fair especially since I put in all the security information as well as was willing to say yes on his behalf.

I don't have a problem talking on my behalf with other accounts I have with other banks but natwest really traumatised me and I really can't talk to them about anything. I am trying to close the account but am still paying off an overdraft.

JimmyTheWig

Are you asking for these charges to be wiped as a goodwill gesture? If so, you may have problems if they don't want to play ball as by far the best way to achieve this is by being nice and helping them out.

But if you really are due these charges to be wiped (e.g. they were applied due to bank error) then why not do it all in writing?
Tell them about the experience you had which is why you won't talk to them on the phone and why you are closing your account.


P.S. This may be overstepping the mark, but I suggest you speak to your GP / health visitor about the trauma aspect.

Premier_2

You don't need to contact the data compliance manager yourself - that is something your partner could also do for you.

As he will not be specifically discussing your account or personal details in that particular instance, then the clarification that anyone can have an advocate (as long as the account holder initially gives the required security information) will not fall under the data protection act.

davidgmmafan

"You don't need to give permission in writing; it can de done over the phone, but that may need it to be done each & every time the call is made."

I believe this is correct but frankly I've no idea why. I work for a gas and electricity supplier and, amongst conflicting info we have been told definatively that customers must write in to give permission to discuss with another if its going to be for more than the day. If its just one off then passing security with the account holder and getting thier permission is ok, but this would need to be done every time.

I like things to make sense so I'm driven to ask what companies do when they recieve such a letter giving permission - I bet they put a note on the account which is EXACTLY what an adviosr would do if permission was given over the phone.

I have to say some of the posts in this thread are less than helpful, and somewhat patronizing. If somebody says they are traumatized just accept, unless you are a doctor and therefore in a position to help. Seriously why not make another thread for people who want to kick people when they are down. I come here to help people, you should try it sometime.

BigCraigJohn

Wyndham wrote: »

I work in an area where Data Protection applies, and we have to be very careful. You need to give them permission, in writing, to talk to your partner. If they talk to your partner without that written permission then they are in breach of the Act.

If they used to do it, and now don't, it implies that they were audited and they weren't very impressed!

Sorry to hijak the thread.
Just a quick question you may be able to answer.

A couple of weeks back I kept getting calls from a blocked number, I got woke up early on a saturday and wasnt happy so spoke. Bloke said he was from Citicard, I refused to give my details as he was blocked. I was probably a bit angry in tone but for good reason. I told him I was not giving my details unless he proved who he was at which point he told me all my details, name, address, dob etc and continued to discus my account.

This to me seems like a pretty serious breach however I didnt think too much at the time. Whats the official word on this?

the_insider

BigCraigJohn wrote: »

Sorry to hijak the thread.
Just a quick question you may be able to answer.

A couple of weeks back I kept getting calls from a blocked number, I got woke up early on a saturday and wasnt happy so spoke. Bloke said he was from Citicard, I refused to give my details as he was blocked. I was probably a bit angry in tone but for good reason. I told him I was not giving my details unless he proved who he was at which point he told me all my details, name, address, dob etc and continued to discus my account.

This to me seems like a pretty serious breach however I didnt think too much at the time. Whats the official word on this?

Yes, that is a major DPA breach. If he hadn't verified your identity he should not have even used your name, never mind all the rest.

natweststaffmember

keyaziz wrote: »

Hi,
I need to talk to my bank (NatWest) about some charges applied to my account. However, as a result of a traumatising experience I had with one turgid cretin of a bully I can no longer talk to NatWest and always have my partner ring on my behalf.

He tried to ring a few minutes ago, but was told that he cannot talk for me, even if I relay the security details and pass the phone back (which is the usual routine). He was told that if I need to sort out a problem, I have to talk to them myself "when I'm ready".

Is this new protocol or were they just lying? Is there any way around this at all? I really cannot speak to them, I find it impossible.

Any help would be massively appreciated as I have a good chance of getting these charges reversed, but need to act fast!

Thanks,
Kelly

No idea why I haven't said this at all but why not email customer.relations@natwest.com
They will forward it to the branch to respond to if they haven't been able to do so before. Why talk when you can email and write, job done, right?