Natwest Step Accounts

sharp11

Hi I applied for a step account about 10 days ago online and was accepted in principle. I was told I would receive documentation and forms to sign. Having not received any forms I decided to phone customer services to find out what was going on. They said that if I hadnt received the forms I would have to reapply. I said is that really necessary is there no way of just finding out whats going on. I said that they must have my details name, address, etc because it was all done online so they must have my detaiils somewhere. They said no I would just have to reapply if I didnt have any forms.

It doesnt seem like the correct way to do things. I really do not want to make multiple applications because it affects credit. They said that they couldnt find anything out because until they get the forms back I wouldnt be in their system. However I applied online so my details must be on their system already so surely they can run a check on my name or something to find out whats happening with my application.

If they are unable to do something as simple as this then I really do not want to bank with this organisation because clearly customer inputted information is not being managed effectively if they cant run a check on my name or other details to find out what happening with my step account. Instead they just want me to reapply because its a lot easier for them then finding out whats happening. If I reapply and it happens again, then what do I do, reapply again. Its ridiculous situation.

KingElvis

You application could've been snaffled by the dreaded Natpest AVU.

You must have an application reference number you can quote?

sharp11

Unfortunately not. I assumed that I would receive details through my email confirming my signup, application number and the usual thanks for applying etc, etc. When I signed up to this forum I received an email immediately and this is what I thought natwest would do. I didnt therefore make a note of my ref number. I still think that a large organisation like this should be able to give me some information I mean its a database essentially isnt it, so if I give them my name, address, postcode, date of birth they should be able to tell me something.

Twister84

I'd go into a branch to get this sorted.

Are you new to the bank? If you are I *think* they may be right in saying that you'd need to reapply, as you've no reference number - plus, I mean we don't know whether you passed even the initial stages (flat out decline). If that's the case then you probably would not have a reference number.


If you are an existing customer...

The application system customers use to apply for products is very similar to the one we use throughout Natwest, except we can search for your application (providing you've got one in the first place) using other methods. It may be that that person/department couldn't get onto system, but they didn't really advise on what options you had either.

The branch should be able to reprint your application and action anything there and then if this is the case.


A bank needs to be more mindful than a forum when giving out information - hence the reason why the bank most likely doesn't send out emails confirming new applications.