What can you do when they just mess you around???

Pauly_1

I have had a number of claims upheld and they have been relatively straightforward - but this one with NatWest is driving me insane!

I phoned them on October 4th last year with a complaint about a loan PPI. The woman I spoke to asked if I also wanted to complain about my mortgage PPI and a credit card I had with them - thank-you very much I said, what a fantastic service.

A few weeks later the offer letters came through for the mortgage and credit card, and payment shortly after Christmas - but I heard nothing about the loan PPI.

Phone up on January 3rd about it, to be told that it hadn't been logged when I phoned up on 4th October . Ok, not happy but realise that mistakes can be made so said ok, can you get things started and make a note that the complaint was originally made on October 4th please? Not a problem sir, job done and a confirmation letter will be with you in a few days.

January 11th - no letter has arrived, so phone up again; sorry sir, can't see any record of that complaint :mad: Now distinctly unimpressed, but profuse apologies from NatWest guy, can see what has happened, will raise paperwork and put on manager's desk for immediate action.

Jan 13th - a letter arrives! Oh no it isn't, it's an FOS questionnaire and a letter saying we have no info about your claim, please fill in this questionnaire :mad::mad: straight onto phone, what the hell is going on? Sorry sir, don't know why that was sent to you, looking at the system and your complaint has been logged today (13th) and a letter sent out to you.

Jan 18th - phone up to say no letter has arrived - letter was sent out on 17th I'm told. What about letter on 13th? Or the letter on the 3rd come to that?? No answer to them.

So, it is now the 25th of January and I wait with little hope for a letter that was supposedly posted 9 days ago - fully expecting it to fall into the little black hole where all the other letters appear to have ended up!

My question is... what can I do about it? I don't like to use the word 'lie' but I am now starting to believe that these people are actually lying to me - and why should I believe that if I phone up again that they won't lie in the future as well? How long can you go on phoning up and being told 'It's being dealt with' when it isn't? But my big problem is, who do you complain to that no-one is dealing with your complaint?? Is this a deliberate attempt to push me towards the FOS? If so, just say so and I'll move it straight there!

Any advice on what to do next would be much appreciated, because I'm starting to tear my hair out on this one!!!

dilus

Pauly_1 wrote: »

I have had a number of claims upheld and they have been relatively straightforward - but this one with NatWest is driving me insane!

I phoned them on October 4th last year with a complaint about a loan PPI. The woman I spoke to asked if I also wanted to complain about my mortgage PPI and a credit card I had with them - thank-you very much I said, what a fantastic service.

A few weeks later the offer letters came through for the mortgage and credit card, and payment shortly after Christmas - but I heard nothing about the loan PPI.

Phone up on January 3rd about it, to be told that it hadn't been logged when I phoned up on 4th October . Ok, not happy but realise that mistakes can be made so said ok, can you get things started and make a note that the complaint was originally made on October 4th please? Not a problem sir, job done and a confirmation letter will be with you in a few days.

January 11th - no letter has arrived, so phone up again; sorry sir, can't see any record of that complaint :mad: Now distinctly unimpressed, but profuse apologies from NatWest guy, can see what has happened, will raise paperwork and put on manager's desk for immediate action.

Jan 13th - a letter arrives! Oh no it isn't, it's an FOS questionnaire and a letter saying we have no info about your claim, please fill in this questionnaire :mad::mad: straight onto phone, what the hell is going on? Sorry sir, don't know why that was sent to you, looking at the system and your complaint has been logged today (13th) and a letter sent out to you.

Jan 18th - phone up to say no letter has arrived - letter was sent out on 17th I'm told. What about letter on 13th? Or the letter on the 3rd come to that?? No answer to them.

So, it is now the 25th of January and I wait with little hope for a letter that was supposedly posted 9 days ago - fully expecting it to fall into the little black hole where all the other letters appear to have ended up!

My question is... what can I do about it? I don't like to use the word 'lie' but I am now starting to believe that these people are actually lying to me - and why should I believe that if I phone up again that they won't lie in the future as well? How long can you go on phoning up and being told 'It's being dealt with' when it isn't? But my big problem is, who do you complain to that no-one is dealing with your complaint?? Is this a deliberate attempt to push me towards the FOS? If so, just say so and I'll move it straight there!

Any advice on what to do next would be much appreciated, because I'm starting to tear my hair out on this one!!!

I would be marching into my local branch and quoting there sales pitch "HELPFUL BANKING" go in and put someone on the spot face to face, phone calls are tiresome, it's so easy for them to fob you off with "letters are in the post"

Pauly_1

Quick update on this one, as I was quite negative about the runaround I had so wanted to praise for a positive as well.

A letter finally turned up on Saturday 28th January (who are they getting to deliver their mail? Was dated 15th Jan so took 14 days to get to me). Offer of a couple of quid short of 6k.

Very happy with that so filled in paperwork and put it in the post when I got home on Monday evening - must have been an evening collection so letter went that night - woke up Wednesday morning and the money had been paid into my account!!!

Reckon that can't be far off a record on both accounts - almost four months to get them to even recognise that I was making a complaint, and then less than 36 hours from the acceptance letter leaving my hand to payment into account.

So, to Natwest - you messed me around for four months but when you got it right you really got it right!

Edited for me not knowing dates!