My Natwest Ordeal - What I should do regarding complaining?

slyracoon

Your 25 and have never had a bank account? :rotfl:

dunstonh

They have every right to refuse a account to anyone, and it should have been simply "I am sorry we are unable to open you a account" not the 101 questions with attitude.

They were asking the questions to see if there were satisfactory answers. The scenario seems unlikely and you have issues which put them on guard. Not saying that excuses an attitude but then when someone says no to you then it can appear a bit blunt. Especially if you argue the toss back (which we dont know). They have to be firm in giving responses.

The main issues are:

1 - you are employed but don't have a bank account
2 - you dont have any original payslips
3 - twins using a different surname but same address both wanting a bank account at the same time and all living in the same 3 bedroom house
4 - same mobile number.
5 - you have just opened another bank account with another bank yet are applying for this one shortly after.

I can totally see why Natwest don't want it. It has fraud written all over it. Now that may not be the case but the clerk has a responsibility under money laundering guidelines to ensure that they are satisfied who you are and what your intentions are. They have probably already reported you under the money laundering reporting process and its probably that which is stopping them from opening the account rather than the clerk.

You have a right to complain about the attitude but you need to seriously consider whether there was an attitude or not. If you raised your tone or attitude then she is quite right to be more firm with the response. No means no and if you are arguing the toss then you are not going to get a smiley, cuddly response but an increasingly firm line taken. Maybe what you perceive as rudeness was in response to how you were acting (you can bet your life that will be her response on any complaint).

mrkirby

dunstonh wrote: »

They were asking the questions to see if there were satisfactory answers. The scenario seems unlikely and you have issues which put them on guard. Not saying that excuses an attitude but then when someone says no to you then it can appear a bit blunt. Especially if you argue the toss back (which we dont know). They have to be firm in giving responses.

The main issues are:

1 - you are employed but don't have a bank account
2 - you dont have any original payslips
3 - twins using a different surname but same address both wanting a bank account at the same time and all living in the same 3 bedroom house
4 - same mobile number.
5 - you have just opened another bank account with another bank yet are applying for this one shortly after.

I can totally see why Natwest don't want it. It has fraud written all over it. Now that may not be the case but the clerk has a responsibility under money laundering guidelines to ensure that they are satisfied who you are and what your intentions are. They have probably already reported you under the money laundering reporting process and its probably that which is stopping them from opening the account rather than the clerk.

You have a right to complain about the attitude but you need to seriously consider whether there was an attitude or not. If you raised your tone or attitude then she is quite right to be more firm with the response. No means no and if you are arguing the toss then you are not going to get a smiley, cuddly response but an increasingly firm line taken. Maybe what you perceive as rudeness was in response to how you were acting (you can bet your life that will be her response on any complaint).

I see where you are coming from, and I agreed that it does sound odd with her on the phone, and thats why I thought it was best to come down with my brother to clear the situation up.

I can say I help my composure well, which was witnessed by 3 of my work colleauges as I had the call on loud speaker, the bank staff member was certainly talking to me in a rude way.

As I said I have no issues about them refusing me a account, but I have issues with the way the situation has been handeled and that is my complaint.

I think I have a right to be given the chance to be treated fairly.

mrkirby

I think people are missing that I do see there point of view on this!

I feel though it could have easily been cleared up with us coming down to branch.

kingstreet

What was your brother's experience? What did he tell you about it?

Having seen/heard his experience, did you not think twice about approaching them?

mrkirby

No I remember him saying he was getting a account with Natwest and that's it he never told me he got declined. I only found that out when this issue happened

izools

mrkirby wrote: »

No I remember him saying he was getting a account with Natwest and that's it he never told me he got declined. I only found that out when this issue happened

I think you should both go there anyway, each with your respective ID and Proof of Address, demand to see the branch manager, and he will sort everything out whilst you are there.

If you are able to both come in each with your own respective payslips along with your own respective ID and Proof of Address, not only will you get your account, but also you'll get the pleasure of seeing the look on their face when they realise they have falsely accused an innocent man of fraud.

And hopefully offer compensation.

Good luck! :beer:

mrkirby

izools wrote: »

I think you should both go there anyway, each with your respective ID and Proof of Address, demand to see the branch manager, and he will sort everything out whilst you are there.

If you are able to both come in each with your own respective payslips along with your own respective ID and Proof of Address, not only will you get your account, but also you'll get the pleasure of seeing the look on their face when they realise they have falsely accused an innocent man of fraud.

And hopefully offer compensation.

Good luck! :beer:

Hi

Thanks for that, see thats what I originally wanted to do when she called me and accused me, but when I mentioned about us both coming down with everything she would ask us to bring, she just said no there is no point as I will not open you a account with Natwest now.

:mad:

izools

mrkirby wrote: »

Hi

Thanks for that, see thats what I originally wanted to do when she called me and accused me, but when I mentioned about us both coming down with everything she would ask us to bring, she just said no there is no point as I will not open you a account with Natwest now.

:mad:

I know I read that, I think you should anyway. No doubt she declined your offer because she didn't want to end up with egg on her face especially in front of management.

I say egg her anyway. Don't let her get away with it, and most importantly, do it so that they don't CIFAS your credit report with a marker that will stop you from getting any type of account anywhere.

mrkirby

izools wrote: »

I know I read that, I think you should anyway. No doubt she declined your offer because she didn't want to end up with egg on her face especially in front of management.

I say egg her anyway. Don't let her get away with it, and most importantly, do it so that they don't CIFAS your credit report with a marker that will stop you from getting any type of account anywhere.

Yes I really hope they do not do that

I think we shall pay them a visit, as well as report this to the financhial obusdman.

Thanks