So frustrated with RBS

SeduLOUs

I have an overdraft with them that I did get into a bit of a mess with but I'm now in a position to start paying (I have been paying £100 a month or so since August). I recently moved house and made the mistake of not informing the bank immediately, mostly because it was a pain because I have to go in branch.

I went to log in to online banking last month and got an error message saying that my account couldn't be accessed. After an hour on the phone we established this is because my debt has been passed on to an agency - Apex.

I phoned Apex who had no record of me, and told me to call back in a week or so when the paperwork had come through to them.

I call them back a week later to be told that my debt has been passed back to the bank and that they are not dealing with it.

I phone RBS, again informing them of my change of address to no avail, and they say they can't help me because my account has been passed to another debt agency - Wescot.

I phone Wescot who can find no record of me. After some digging they find that I am on their system, but for 'tracing' purposes only. I give Wescot my new address who tell me they will pass this information back to RBS.

I phone RBS again who still insist that I cannot change my address with them in writing or over the phone and must go in a branch. I go to my branch and am unable to change my address because the account is closed and with recoveries and I should contact them.

Today a gone away notice and a late payment has appeared on my credit file despite me making significant payments every month and contacting them at least once a week to try and explain the situation and update my address, but they are simply not interested in hearing it and are proceeding to try and find me through the use of Tracing Agencies.

All I want is to set up a payment arrangement which will clear my debt in about 6 months, but nobody will talk to me about what I owe, and nobody will accept my new address. I don't know what to do anymore, they are driving me up the wall! :mad:

alecpr

Hi,

Sounds like a nightmare, have you been through their complaints process (08457 24 24 24 is the contact number), if not try that first, take the name of the person you speak to and a reference for the call/complaint.

If you've been there and got nowhere, then escalate your complaint via the Financial Obudsman... I suspect its a systems problem and once the game of pass the parcel settles you'll be able to deal with the debt and have any charges incurred written off. But be sure to keep careful records of all conversations and keep trying. The more attempts you make to resolve the issue to stronger your case for any additional charges to be dropped.

The link for the financial ombudsman is : http://www.financial-ombudsman.org.uk/

and their tel no is 0800 023 4567

Good luck.

stclair

SeduLOUs wrote: »

I have an overdraft with them that I did get into a bit of a mess with but I'm now in a position to start paying (I have been paying £100 a month or so since August). I recently moved house and made the mistake of not informing the bank immediately, mostly because it was a pain because I have to go in branch.

I went to log in to online banking last month and got an error message saying that my account couldn't be accessed. After an hour on the phone we established this is because my debt has been passed on to an agency - Apex.

I phoned Apex who had no record of me, and told me to call back in a week or so when the paperwork had come through to them.

I call them back a week later to be told that my debt has been passed back to the bank and that they are not dealing with it.

I phone RBS, again informing them of my change of address to no avail, and they say they can't help me because my account has been passed to another debt agency - Wescot.

I phone Wescot who can find no record of me. After some digging they find that I am on their system, but for 'tracing' purposes only. I give Wescot my new address who tell me they will pass this information back to RBS.

I phone RBS again who still insist that I cannot change my address with them in writing or over the phone and must go in a branch. I go to my branch and am unable to change my address because the account is closed and with recoveries and I should contact them.

Today a gone away notice and a late payment has appeared on my credit file despite me making significant payments every month and contacting them at least once a week to try and explain the situation and update my address, but they are simply not interested in hearing it and are proceeding to try and find me through the use of Tracing Agencies.

All I want is to set up a payment arrangement which will clear my debt in about 6 months, but nobody will talk to me about what I owe, and nobody will accept my new address. I don't know what to do anymore, they are driving me up the wall! :mad:

You could have changed your address via telephone banking.

You could raise a concern;

http://www.rbs.co.uk/Downloads/global/contact/complaints_leaflet.pdf

SeduLOUs

stclair wrote: »

You could have changed your address via telephone banking.

You could raise a concern;

http://www.rbs.co.uk/Downloads/global/contact/complaints_leaflet.pdf

I can't use telephone banking because I'm an online banking customer, they told me my only option was to go in branch, which I fully intended to do at a time when it was convenient. I work arkward hours and wasn't willing to take a day off to go to the bank so it just got left. I don't understand why they are trying to trace me when they have my current telephone number and email address and I keep calling them trying to pay.

I am sending payments to the bank account which is closed, so I don't even know for certain that those payments are being allocated. I have no idea who has ownership of the debt and nobody is willing to talk to me about paying it.

I thought recovery teams and debt collection agencies were there to collect your cash, not turn you away!