NatWest not sending my card?

vada

I've had a frustrating time with NatWest this past month, and was hoping for some advice.

I've requested a new debit card from NatWest on 3 separate occasions, but each time nothing has turned up in the post. My address is correct on the system, as I've been receiving letters about my overdraft (I am not currently overdrawn, though). I feel that if I call again, they'll just offer to send me another, but it seems to me that it would be futile to keep doing the same thing when there's clearly a problem somewhere. I can't go into my local branch to resolve the problem because I'm laid up at home and getting about is very difficult. I've called the main customer service number and also the number for reporting undelivered cards, but no luck so far. Any advice on who I can call to sort it out once and for all? My old card expired and I can't use online banking without a new card, so I really need it urgently.
Thanks.

jambosans

Make a formal complaint, procedure linked below:-
https://www.natwest.com/secure/global/contact_us/complaints_procedure.htm

stclair

You can also request for your card to be sent to a branch of your choice ;-)

vada

jambosans wrote: »

Make a formal complaint, procedure linked below:-

Thank you for the suggestion. If I complain, is it likely to resolve the issue? At this point I really just want to get my card as soon as possible, so if it'll help with that, I'll go ahead and make a formal complaint. If not, I don't really have an interest in complaining unless it's productive.

stclair wrote: »

You can also request for your card to be sent to a branch of your choice ;-)

I can't go into my local branch at the moment, due to my injury and the difficulty of me leaving the house. Would NatWest allow someone to collect it on my behalf? I'm also not sure it's a postal issue, as I receive all other correspondence from NatWest. Can you speculate as to what the problem might be, perhaps in the system?

jambosans

vada wrote: »

If I complain, is it likely to resolve the issue?

Almost definitely.

vada wrote: »

At this point I really just want to get my card as soon as possible, so if it'll help with that, I'll go ahead and make a formal complaint. If not, I don't really have an interest in complaining unless it's productive.

Banks have to take formal complaints seriously, and as such, normally (although I can't speak for NatWest) have stringent procedures and guidelines for dealing with complaints. They're more likely to sit up and listen if you make it "official".

GoodNewmover

Make a formal complaint in writing.

pmduk

Natwest is spending huge amount nowadays advertising their commitment to customer service, so I'd assume they'd take your problem seriously.

Twister84

You should have received it before your old card card expired.

If you've tried to order it 3 times and nothing's arrived, then it looks like something's up.

vada

Thanks for the advice, everyone. I'll write a letter of complaint and see what happens.