Natwest taking 6 weeks to take action!

staceylea86l

Hi all, after a bit of advice really. Not sure where to go now but I am at the end of my tether!

Please bare in mind I am a serving soldiers wife posted overseas (Germany)

All started here, with a broken bank card, my address was set in my German civilian address, I do online banking so don't get statements. I did receive a few newsletters in the past.

I Spoke with the bank to order a new bank card beginning of Febuary, yo which I was then told later on my card was ordered on the 11th February 2011, I also asked them to transfer a sum into my husbands Llyods acount as I was unable to access the funds in the natwest account. As I do not have stage 2 telephone banking & sufficient online banking restrictions I could not do so. After lots of arguing over the prospect that I could not just walk into a branch I gave up!

I know post can take a long while to get to my civilian address, so I held out. Rung a few times to see where my card had got too, to only be told it was on it's way. 5 Weeks had passed, I called again & to my frustration, they had not even sent it due to mail being directed back to them (how when I have previously recieved stuff)

So I then type a letter out stating I was changing my address to the army camp my husband works & that I wanted to transfer a sum of £500 into my Lloyds account (apparently this could be done if I wrote to them as it had my signature on)

The letter was recieved on the 16th March and I rung the following Froday to see if my letter had been actioned (after many, many, many phonecalls I wanted my money & I wanted it asap) I was told teh address had been changed and the lette had been scanned and to expect the money in the other account by Tuesday.

Well it is now Wednesday, the money never went in.

I called the bank to see what the deal was and to add to my anger, they had not even ordered a new card to the new address, not even changed the address & not even tried to transfer the money over.

Their excuses as follows - Oh I am sorry you had been told it was all actioned, there is nothing we can do. The new address is having problems being inputted on the system therefore a new card cannot be ordered. Reference to the transfer of funds, they say 'You did not agree on your letter to a £23 fee to transfer the funds as you are overseas (Our army camp address is a BFPO which clearly means BRITISH FORCES POST OVERSEAS. It's an english address, both banks are english banks? Why am I getting charged?

I am yet awaiting my 20th Phonecall from them today. They never have called me back since The 1st week of February & I am quite clearly very angry as all I want is to spend my money before my husband goes to Afghanistan. I am also pregnant and this is adding further stress.

Sorry so long winded! Rant done! Lol...

Stacey x

DrSyn

There appears to be no quick way to resolve this problem.

Your phone call method is appears not to be producing results. Now is time to write a formal letter of complaint asking for compensation (if you feel it necessary) for the stress caused by them.

Follow their comlpaints code set out on their web site. I assume you have looked at it before you started.

If you post it make sure you send it via recorded post. So they cannot say they never received it.

Remember they are spending a lot of money on advertising their "Customer Charter".

You could always ask the BBC's "Money Box Program for help or the Daily Mail.

chrissie52

I agree with DrSyn, make a formal written complaint.

Our army camp address is a BFPO which clearly means BRITISH FORCES POST OVERSEAS. It's an english address

The person on frontline customer service obviously has no idea that a BFPO is a British address:eek: and also the adviser has problems regarding formatting for input of BFPO addresses, training required methinks....:mad:
Good luck with this you certainly don't need the stress of it.Take care.