Natwest/RBS Payout Times

jerseyjen

Hi there, just after some advice from anyone who might be able to help.

I'm helping my other half with his PPI claim against Natwest/RBS. Long story short:

OH has had credit card with Natwest for about 15 years. Originally it was a joint account with his (now) ex wife. When they divorced in 2001, the account was closed and he opened a new one in his name. Never asked for PPI, was never asked if he wanted it... We think that she *might* have had it added to their joint account, and that when he opened the new one, that RBS just added it on regardless...

Anyway, as of today:

22/6/11 - Letter sent to Natwest, claiming missold PPI, requesting that it be cancelled immediately (despite 7 requests by phone to cancel it) and that everything is investigated.

28/6/11 - Reply received from Natwest acknowledging receipt.

Thats it as far as Natwest go. Haven't heard a peep back from them since.

Contacted Ombusdman Service on 8/8/11, was told to complete both the standard complaint form and the PPI complaint form. Done and posted same day. Had receipt of acknowledgement a week later.

18/8/11 - Letter from Ombudsman stating long delays with investigations.

Here's the strange bit that we can't figure out - On 14/11/11, OH receives text message from sender ''RBSGroup'', saying thanks for returning the acceptance form and that payment will be made within 28 days yadda yadda yadda...

We've NEVER received an offer let alone acceptance form and as there were no reference numbers or details on the message, we assumed it was a hoax and didn't think it was related to the PPI claim.

He got another text message this morning from the same sender, quoting his Natwest PPI number, saying that payment had been made and that he would receive it within 7 days.

We called Natwest (took an hour and a half to get through, tried both 0800 and 0161 numbers), quoted the PPI reference and were told that as the matter had been passed to the Ombudsman, we had to contact them. They had nothing to say about the text messages.

Called the Ombudsman, they also had no information about the text message but are looking into it and are going to call him back.

So... we're confused - Why has he been sent text messages by RBS when they say that the claim is out of their hands, when we have never been made an offer and when we have never sent any forms back (can't send something that you've never received, right?).

Anyone have any idea?

Thanks

Jen

garyb710

Mousseschoice wrote: »

Just wondering if anyone has had their payout before the 28 working days has elapsed? Im on day 16 and still waiting...

I waited the 28 days nothing came, I called to ask, they said they had not received my acceptance, requested new letter, waited 2 weeks, called again, received that letter 1 week later, this time sent regestered post

Dizzywithmoney

I finally got my cheque yesterday (handwritten) and an e-mail (in my junk mail) stating that I should receive it that day as the writer (cant remember her name) had been in touch with card services to make sure it was being sent out first class.

Even though I had waited around 54 working days for this cheque there was no further amount added, I was promised that daily interest would be added from when they received my acceptance, so I do wonder if I will get the interest.

Anyway just releived now to have got the actual cheque and have just got back from paying it into my bank!!

mad4rda

Hi

Quick update on my claim.

I have 15 :exclamati PPI claims with NatWest. Two acceptance letters came through the post two weeks ago and I sent them back immediately. The other acceptance letters arrived a week ago and were also sent back immediately.

This morning the first claim was in my bank account - for the sum of £252. This was one of the first acceptance letter with the other amount being £1002. I got a text to say the £252 will be paid out within the next 7 days this morning (after I had discovered it in my account).

So it was a very quick turnaround for the lower amount.... wonder how long before the other 14 claims start to pay out. I'm pretty sure the larger amounts will take a lot long.

But it's better than nothing!!

RDA x

courtleigh

Money In !! it is a complicated system, but got there in the end- I hope it all comes right for all of you- emailing Stephen Hester def. helped- so would recommend it.

each_uisge

they must have a cockeyed receipt/filing system in that PPI office!

I've got two claims with RBS.

Received offer on loan #1 - sent back next day by Recorded Delivery, showing as "signed" on RM website. A couple of days later received offer on loan #2 - sent back two days later (it was the weekend) by Recorded Delivery, showing as "signed" on RM website. There's probably about a week between RBS PPI Dept receiving these.

Roll forward to yesterday - text message to say that they've paid out and my settlement should show in my bank within the next 7 days. Check online banking - guess which one they've paid out?! Yup #2 - the one they received "after" #1.

<shakes head> I really don't understand their payout timings, I really don't.

courtleigh

After emailing S.H the PPI team emailed me and I had a lengthy conversation with the lady handling this.
She explained with a PPI redresss on a CREDIT CARD it is only credited the day after the billing date of the credit card.
e.g. my billing date was the 16th Nov- the money was credited the 17th November even though it was passed for payment on the 9th Nov.

Phoned the Credit Card dept and wanted the credit transferred to my bank. There is a 3% fee for this, which I declined, so had to order a cheque which is free but takes 7-10 working days!!

My advice is to cancel all PPI on any credit cards, if you have a "Goodwill Offer"as whilst this was all going on they were still adding on PPI on my card which was not refunded!! I also did not receive the 8% S Interest for the delay over the 28 days- (it didnt amount to much so am not fussed. So it appears that Goodwill Offers are different from accepting liablity

tracca65

Hi there everybody, new 2 this, it seems like no one is getting their money back from RBS Natwest,I posted 2 acceptance letters last Tuesday recieved a text on Monday saying delays in payouts etc could take another 4 weeks, so the waiting game begins, has anyone been paid b 4 the 28 days?

lornaadams

Hi Everyone. After sending my acceptance from back on 17th September I still haven't received a payment!!! 61 days and counting....

Can't get through to RBS on the 0800 number. Just rings forever and charges me a fortune!!! I'm only gettint £1100 so don't see what the hold up is all about!!! Soooooo angry with them!!!

smitchy73

smitchy73 wrote: »

I agree Dizzy it really is so frustrating, my 28 working days is up tomorrow, and i'm getting pressure from one of their departments who I owe money too, which was being paid off but they recalled the debt from the debt collection agency, so i've basically put the ball in their own court by telling them that if they want paid they'll need to get their own ppi department to pay out and i'll happily pay the debt, and they opted to bring the debt away from the DCA, not me!!

Have now emailed Stephen Hester on Saturday, and re-forwarded the email to him and Ron Teerlink this evening after receiving three letters asking me to go to a branch last week with ID and proof of signature, this was done at the start of the complaint, then everytime we phone we are scrutinised with security questions, frankly I work in a high security civil service department and we don't get that much scrutiny!! It really is crazy.

Lets hope they get their finger out very very soon.

Got a standard reply from executives office from Nadia Farid, saying it had been passed on to ppi team manager and they would be in touch within a few days.
I emailed her back to ask and to make sure that Mr Hester and Mr Teerlink are being made aware of the problems that many customers like myself are being made to suffer.
Today I received an email in regards to my three letters, all of the same, received over a period of five days, so go an apology for that, and they said they would get back in touch with me within a few days in regards to my redress payments, as I had put in my original email about owing another department money etc etc, plus I was questioning why is it that we have to wait so long when the calculation's have already been done when all that should be required is for a button to be pressed to issue the cheque's or at least put it in their 'inbox' for making one up. Still we'll see what happens.:D