RBS problems AGAIN

LilacPixie

:mad::mad:

Sorry need a bit of further help with RBS. In January they changed my address without my knowledge or authorisation, https://forums.moneysavingexpert.com/discussion/2228691= I went into the branch with my driving licence, they changed it back but could offer no explanation as to why it had been changed in the first place. A card had been issued to the incorrect address but they cancelled it and sent out a new one to my correct address and TBH I was happy with that, mistakes happen there was no reason to believe that anyone had tried to access my account, the card that may of been with someone else was cancelled so that plus an apology satisfied me. We/I had the overdraft removed just in case.

Today I have logged on to do my monthly bill paying and my address has been changed again. It is back showing 19B Beach Cres and not 90B. The postcode is correct. I have checked the royal mail database and my postcode is only fo 81-90, 19 is a different postcode. I seriously cannot see the system just deciding to change an address, we have lived here since 2005. Once again its been changed on both our joint account and OH's savings account. Even more of a concern our joint account shows £530 availible for withdrawal but a balance of only £30.

I am absolutly fizzing mad.

I cannot see how the 'system' would just change an address, called telephone banking who transferred me to the fraud department who say its nothing to do with them as a change of address is not a suspicious transaction. I asked them to place my accounts in some sort of suspension state or flag them as at risk because of this and remove the damm overdraft. They refused. :eek::eek:. Apparently because I have raised once again that I do not live at 19b but instread at 90b that they can't do anything as they are not convinced of my identity.

I totally agree that if they have any doubts about my identity then they should be wary of my intentions or transactions but I am wanting them to block/freeze/stop the account hardly the actions of a fraudster plus I can answer any question regarding transactions account oppened dates and even when payments when in and who from and when we stopped funding the account regulary really anything if the guy wanted furter information to convince himself that I am genuine. I am also a bit concerned that if he is not convinced of my identity then he must assume i am a fraudster so surely he should freeze the account anyway.

OH has a small amount in his savings account waiting to pay for mortgage fee's etc as our AIP is with RBS. I know the address was correct 6 weeks ago becuase we did our AiP with them and details were right then.

I know I have high standards sometimes but surely I am not unreasonable in thinking that to 'accidently' change someones address once is careless possibly incompetant but for it to be changed twice is not careless its dangerous and just not acceptable.

I am waiting on OH getting in so he can call the helpdesk and try get some action or at least peace of mind that the account is frozen and hopefully get his savings account frozen too.

I think I will be spending time tomorrow in my lunch in the branch sorting this mess out.

Has anyone ever experienced this?

Consumerist

This could become serious if there has been an attempted fraud.

You should use the bank's formal complaints procedure to get your concerns in writing. Keep a record of all correspodence for future reference.

To be honest, at this stage I would be considering changing banks. If you take this course of action, make sure the account is properly closed and write again to the bank refusing to accept any further liability regarding the account.

LilacPixie

Consumerist,

TBH I cannot see why my address would be changed and over drafts be added for any other reason than fraud. I have looked about online and you can't change addresses there so I dont think my online log details have been compromised but something has obviously happened.

MumOf2

I had the same problem with Lloyds twice changing my address to that of my ex husband and sending statements to him - great... I had to close the account and move banks to avoid it happening again. Moved to RBS and no problems since.

Once another address gets onto the system, it seems to be impossible for them to stop the change happening again and again. Unbelievable really.

Bit of a pain but I'd suggest closing and moving.

Good luck - MumOf2