NatWest 'private banking' nightmare

MuddledOfMiddlesex

Advice please? My boyfriend has had one of the higher charging bank accounts from Nat West now for about five years. He switched from a normal account after he needed a large overdraft and was persuaded that this was the best way of doing it, as the interest rate was lower which more than paid for the fee.

However, he's been back in credit now for four years. We recently switched to an Offset mortgage with First Direct and, despite the current fees debacle, are very happy with the service. This is in contrast to the Nat West who refused to accept his change of address for MONTHS despite duplicate letters, faxes etc.

He decided three months ago to close the Nat West Private Banking account, mainly because they are so useless - and he uses none of the services that he's paid over £600 for over the last few years. He sent this request by fax and in a letter (has a copy of the fax). He asked them to close it with immediate effect. He wrote a cheque for the balance of the account and paid it into his FD account. NatWest ignored his request, next thing (1 month after the request was made) he gets a statement £220 overdrawn because they've taken out the upfront annual fee.

He rings up the 'personal banking manager' to say, hang on a mo, I want this account closed and the £220 refunded. She quizzes him for ages on why he's leaving, denies receiving a fax or letter, then says 'oh well, I am so busy, my assistant left months ago, I have a horrible backlog.' He can't email her either as 'they don't have that set up yet.'

Upshot: she says she will 'see whether they can refund the charge.' I am pretty disgusted - I think they should refund it immediately, apologise etc. I am quite savvy with banks but he has a manic working life and has therefore let them charge him for services he didn't want for ages. I do see that he should have done something earlier but I think the onus is on them now to refund his money. He's been a customer for 22 years and has had enough.

So now he has to write MORE letters that will be ignored. Any thoughts about how to get things moving?

jonesMUFCforever

First thing I would say is that banks normally do not work off faxes. They are too easy to forge.
That is not to say it is appalling service if the letter was sent by post as well.

roger56

MuddledOfMiddlesex wrote:

So now he has to write MORE letters that will be ignored. Any thoughts about how to get things moving?

List all letters/ phones calls / visits to bank etc and repeat your request to close the account in a letter and send it signed for, you then have proof of delivery.

If you've now been charged unfair penalties, then goto Martins forum on how to claim them back.

You could also try a "Subject Access Request" and get copies of any data they have about you - you might find references to your earlier letter, this link will open a handy leaflet about this:
http://www.ico.gov.uk/upload/documents/library/data_protection/practical_application/subject_access_-_guide_for_data_subjects.pdf

Phoenix79_2

MuddledOfMiddlesex wrote:

So now he has to write MORE letters that will be ignored. Any thoughts about how to get things moving?

Why can't he go into the branch?

MuddledOfMiddlesex

Thanks, guys. Fair point about faxes, but this was a back-up because he never gets hold of the woman concerned and they've ignored his letters.

And he can't go into the branch because a) the Private Banking woman is based somewhere totally different and b) he works stupid hours, miles from the nearest branch. But I agree, face to face might be the best bet and then he will have a record of it. I just find it infuriating that they can't follow simple instructions, and take advantage of people too busy to keep chasing.

Phoenix79_2

If its anything like cancelling the advantage blue/advantage gold accounts then he will probably need to sign something so face to face in a branch would be the best bet. And for £220 i would find time to visit the branch.

topbombing

hi

can i ask who his Private banking manager is and where based?

they wont work off a fax, and will often say they havent recieved letters. i presume he had the old advantage premier acct. wherrby he will haveahad the premier credit card and up to a £10k o/d facility.

it shouldnt be too difficult for them to refund the fee, but i suspect the manager wont have the authority to do this(beleive it or not) and youll probably get a call from the complaints team to deal with it.