RBS Key Account upgraded to Select Silver Account without my consent

hate-banks

Hi everyone,

Recently, I opened a Key account at RBS, just a few days before they stopped that kind of account and replaced it by "Basic Accounts".

Today friday, I went online and I noticed that the name of the account had changed from "key Account" to "Select Silver Account"! I NEVER asked for this!

Without being a huge surprise, I learned that this account is charged £8 per month!!!! Which obviously, I do not want to pay for, not caring about their useless insurrance things.

I called customer service today and basically they said I shouldn't complain as this account is an upgrade, therefore a "better" account! The moron on the phone did not care at all that I did NOT want it!

Anyway, they said they couldn't switch me back to the "Key Account" since it had been stopped and I certainly don't want the "Basic Account" because you can only withdraw cash from RBS ATMs and it's not convenient at all, which wasn't the case with the Key Account.

My questions: Is this legal? Can I do something except closing the account?

My credit score is not that good so I don't think they'd switch me to the normal and free "Select Account".

Also, note that they refuse to give me a proper Debit card with this account (the offline one), I'm stuck with the 4751 16xx one, and no overdraft either! So not only I have to pay £8 a month but I don't even get the good stuff that should come with it!

Anyone working from RBS here please? Have you ever seen that happening before?

thank you all

chambta

For it to be changed from a Key to a Silver Select someone has physically keyed a change to your account. If done correctly there would also be a signed benefits 'illustrator' and an upgrade form. I would call the branch manager of the branch where your account is held to explain what you've explained here.

Maybe best not to call yourself 'hate-banks' though.

ihateyes

hate-banks wrote: »

Hi everyone,

Recently, I opened a Key account at RBS, just a few days before they stopped that kind of account and replaced it by "Basic Accounts".

Today friday, I went online and I noticed that the name of the account had changed from "key Account" to "Select Silver Account"! I NEVER asked for this!

Without being a huge surprise, I learned that this account is charged £8 per month!!!! Which obviously, I do not want to pay for, not caring about their useless insurrance things.

I called customer service today and basically they said I shouldn't complain as this account is an upgrade, therefore a "better" account! The moron on the phone did not care at all that I did NOT want it!

Anyway, they said they couldn't switch me back to the "Key Account" since it had been stopped and I certainly don't want the "Basic Account" because you can only withdraw cash from RBS ATMs and it's not convenient at all, which wasn't the case with the Key Account.

My questions: Is this legal? Can I do something except closing the account?

My credit score is not that good so I don't think they'd switch me to the normal and free "Select Account".

Also, note that they refuse to give me a proper Debit card with this account (the offline one), I'm stuck with the 4751 16xx one, and no overdraft either! So not only I have to pay £8 a month but I don't even get the good stuff that should come with it!

Anyone working from RBS here please? Have you ever seen that happening before?

thank you all

IMO they cant switch you fom a non payin fee account to an account that charges a fee.....

Twister84

It's impossible to downgrade to a Key account now, because they do not do them anymore.

But if you were upgraded to a Select Silver but asked for Key, I think the only way round the issue would be to downgrade to a Select account. This is the new version of the old "bog standard" full current account without a fee.

hate-banks

yeah I guess that's the only possibility, this sucks....
thnx

alanq

Twister84 wrote: »

It's impossible to downgrade to a Key account now, because they do not do them anymore.

The call centre agent may not be able to achieve it but I wouldn't assume that it was impossible if the bank was sufficiently motivated to do so. Make a formal complaint and see what happens. Whatever happens you cannot be made to pay for an account that you did not request.

brambram

Thanks for the warning, I have a key account and Iam happy with it, I did have a letter asking me to attend an interview about my account, when I got there they asked if I was interested in upgrading to a better account. I refused stating I wasn't in a position financially to upgrade.

chambta

Given the circumstances I'd expect it could be arranged for the account to be reverted back to the Key Account.

hate-banks

thanks all for your answers.

@chambta, maybe but apparently not through the customer service as they categorically refused saying it wasn't possible. I'll try to pop in at my branch...

chambta

hate-banks wrote: »

thanks all for your answers.

@chambta, maybe but apparently not through the customer service as they categorically refused saying it wasn't possible. I'll try to pop in at my branch...

No, it would need doing by the branch.

stclair

I think this new product range will be used as an excuse to encourage customers to upgrade their account.