Natwest/RBS Payout Times

sheejo_in

Day 25 and nothing yet.

Send an email to Mr. Hester & Co. and recieved a email from them yesterday saying that the PPI claims dept. will be in contact.

Nothing after that .... still waiting....:(

Dizzywithmoney

Hi - I am at working day 38 today!! Didnt get chance to e-mail Mr Hester over the weekend but thought I would try my luck at ringing them this morning when I got to work!! Couldnt beleive they answered almost straight away. The girl I spoke to stated that my cheque had been ordered on 20/10/11 and that it takes around 10 days for me to receive it and so I should have it by the end of this week or very early next week - so I will let you all know what happens next.

Whilst I was on I queried another loan I had sent off a claim on back in July, a Direct Line loan, with RBS. I hadnt heard a thing from them but she assured me that a letter was sent to me 2nd class on 21/10/11 but wouldnt say what the outcome was!!! I bet its been rejected now as I think if it had been upheld then she maybe would have told me the outcome!!

We await the postman yet again!!

cusopdingle

Having made an initial complaint in April 2011 about being mis-sold PPI on various Nat West personal loans, RBS wrote to me on 22nd August offering me £14,000+ compensation. I returned a signed acceptance form, which stated that they would endeavour to make the payment within 28 days of its receipt. They received my acceptance on 2nd September, which - taking into account 28 working days - means I should have received payment by Tuesday 11th October. I have yet to receive any such payment.

I have called the RBS PPI customer concerns team several times in an attempt to ascertain when the payment might be forthcoming. I have always had to wait an unacceptably long time (at least 20 minutes) before the phone is answered (there is no 'holding' or automated answering service - it just rings out and eventually cuts itself off after about 5 minutes) and on one occasion I had 2 phones constantly calling 2 different numbers for 3 HOURS(!!!), before one call was eventually answered. I emailed RBS with a complaint about their dreadful phone service and the delay to my payment via their website and received an answerphone message response from one of the PPI complaints team asking me to call them back about the issue, but leaving no direct number to return their call on. This meant that I had to call back on the dire phone service that I had written to complain about!

When I have been able to get through to RBS, I've asked about the delayed payment and have received different answers each time, from: "I'm unable to say when"; to "a couple of days delay"; "we're currently running a week behind on payments" and most recently, "there's a delay of up to 4 weeks". I believe that their handling of the matter is unacceptable and that RBS should, at the very least, write to their customers informing them exactly when payments will be made. If an RBS customer was to be vague about repayments or fail to make a payment on an agreed date, there would of course be a fee levied for this and no doubt interest would be charged. I really feel that I've had to make an unnecessary amount of effort to establish when I might receive my money and I am still none the wiser.

Matthew_Swan

cusopdingle wrote: »

Having made an initial complaint in April 2011 about being mis-sold PPI on various Nat West personal loans, RBS wrote to me on 22nd August offering me £14,000+ compensation. I returned a signed acceptance form, which stated that they would endeavour to make the payment within 28 days of its receipt. They received my acceptance on 2nd September, which - taking into account 28 working days - means I should have received payment by Tuesday 11th October. I have yet to receive any such payment.

I have called the RBS PPI customer concerns team several times in an attempt to ascertain when the payment might be forthcoming. I have always had to wait an unacceptably long time (at least 20 minutes) before the phone is answered (there is no 'holding' or automated answering service - it just rings out and eventually cuts itself off after about 5 minutes) and on one occasion I had 2 phones constantly calling 2 different numbers for 3 HOURS(!!!), before one call was eventually answered. I emailed RBS with a complaint about their dreadful phone service and the delay to my payment via their website and received an answerphone message response from one of the PPI complaints team asking me to call them back about the issue, but leaving no direct number to return their call on. This meant that I had to call back on the dire phone service that I had written to complain about!

When I have been able to get through to RBS, I've asked about the delayed payment and have received different answers each time, from: "I'm unable to say when"; to "a couple of days delay"; "we're currently running a week behind on payments" and most recently, "there's a delay of up to 4 weeks". I believe that their handling of the matter is unacceptable and that RBS should, at the very least, write to their customers informing them exactly when payments will be made. If an RBS customer was to be vague about repayments or fail to make a payment on an agreed date, there would of course be a fee levied for this and no doubt interest would be charged. I really feel that I've had to make an unnecessary amount of effort to establish when I might receive my money and I am still none the wiser.

I would definitely recommend emailing:

[EMAIL="Stephen.Hester@rbs.co.uk"]Stephen.Hester@rbs.co.uk[/EMAIL]
And
[EMAIL="ron.teerlink@rbs.co.uk"]ron.teerlink@rbs.co.uk[/EMAIL]

I was in pretty much the same situation as you (all be it a couple of days off) and having emailed them Thursday night last week, I received payment yesterday.

The experiences here seem to be that within 2days of receiving a semi-generic reply you’re paid off. There are some examples of what email to send on pages 7/8 I think which may also help.

cusopdingle

Matthew_Swan wrote: »

I would definitely recommend emailing:

[EMAIL="Stephen.Hester@rbs.co.uk"]Stephen.Hester@rbs.co.uk[/EMAIL]
And
[EMAIL="ron.teerlink@rbs.co.uk"]ron.teerlink@rbs.co.uk[/EMAIL]

I was in pretty much the same situation as you (all be it a couple of days off) and having emailed them Thursday night last week, I received payment yesterday.

The experiences here seem to be that within 2days of receiving a semi-generic reply you’re paid off. There are some examples of what email to send on pages 7/8 I think which may also help.

Thanks Matthew. I've just emailed them and informed them of the situation and the fact that I've written to my MP and the Ombudsman about the matter. Fingers crossed...

nicanacanoo

Hi everyone, it is definetley worth emailing [EMAIL="stephen.hester@rbs.co.uk"]stephen.hester@rbs.co.uk[/EMAIL] My boyfriend is now on working day 42 waiting for his payout. He emailed Mr Hester last friday and then also on sunday and he received a call from a senior manager in customer relations to advise that his cheque is being posted out first class today and to expect it in the post tomorrow morning........ I will keep you all updated.

monkee1983

still heard nothing. resent email yesterday....cmon pay me plz

Dizzywithmoney

cusopdingle wrote: »

Having made an initial complaint in April 2011 about being mis-sold PPI on various Nat West personal loans, RBS wrote to me on 22nd August offering me £14,000+ compensation. I returned a signed acceptance form, which stated that they would endeavour to make the payment within 28 days of its receipt. They received my acceptance on 2nd September, which - taking into account 28 working days - means I should have received payment by Tuesday 11th October. I have yet to receive any such payment.

I have called the RBS PPI customer concerns team several times in an attempt to ascertain when the payment might be forthcoming. I have always had to wait an unacceptably long time (at least 20 minutes) before the phone is answered (there is no 'holding' or automated answering service - it just rings out and eventually cuts itself off after about 5 minutes) and on one occasion I had 2 phones constantly calling 2 different numbers for 3 HOURS(!!!), before one call was eventually answered. I emailed RBS with a complaint about their dreadful phone service and the delay to my payment via their website and received an answerphone message response from one of the PPI complaints team asking me to call them back about the issue, but leaving no direct number to return their call on. This meant that I had to call back on the dire phone service that I had written to complain about!

When I have been able to get through to RBS, I've asked about the delayed payment and have received different answers each time, from: "I'm unable to say when"; to "a couple of days delay"; "we're currently running a week behind on payments" and most recently, "there's a delay of up to 4 weeks". I believe that their handling of the matter is unacceptable and that RBS should, at the very least, write to their customers informing them exactly when payments will be made. If an RBS customer was to be vague about repayments or fail to make a payment on an agreed date, there would of course be a fee levied for this and no doubt interest would be charged. I really feel that I've had to make an unnecessary amount of effort to establish when I might receive my money and I am still none the wiser.

These are exactly the same dates as mine! As I said earlier I got through pretty quick this morning (on the 0800 number on the letter) and they said my cheque was ordered on 20 October and it takes around 10 days from then! I will let you know if/when I receive it. If this is correct I should get it Saturday/Monday time!!

mazy_m

Just sent my emails off keeping my fingers crossed....I will keep sending them if I get no reply!! he he!!

monkee1983

just got an email from stephen hester 'team' saying my comments have been passed onto ppi care team and will be contacting me shortly.

one step closer hopefully