Royal Bank of Scotland (merged)

chambta

craigw007 wrote: »

Just looking for some advice here on what i should do with this shower Royal Bank of Scotland.

Back in February i wrote the usual letter from here and provided the appropriate cheque requested back statements. Nothing wrong there. However months past, and numerous phone calls to my branch proved fruitless. In the end i spoke with someone different at my branch "who offered" to do it right there and then, a few days later they turn up. (charged me the appropriate fee)This was in MAY/JUNE!!!! (4 months after i initially requested these) Around the same time the cheque got cashed!! (and no statements!!!) I made a point of complaining about this at the time and it would be logged.

I then did my searching through my statements to find they have charged me over 2000 pounds worth of charges. I sent this into the branch as instructed on the 14th July. The branch manager also remembers recieving it and sending it up, however a week or so ago i still hadnt heard anything from them and a snotty individual at the "customer support centre handling this said nope we have no case listed for you" So back to branch manager i sent it again to her again she sent it up and today i recived the bog standard reply about court case and so forth and so on.

Now the question is given the "stalling" tactics i have beenon the recieving end of can i legitamately fight this, because they got the letter before the 27th July. (confirmed by the branch manager)

Just like to add, i am a scot living in England but havent changed my branch for numerous reasons so how does that affect me?

If you think we at RBS are bad at least you can phone our branches! Seriously though any RBS questions you have I'm the guy to answer them.

shamrock7

So what do you think would be the way forward with RBS over this one??? I previously worked for them.The branches wont entertain queries over charges as it is all referred to CRU.

Edinburghlass_2

craigw007 wrote: »

Now the question is given the "stalling" tactics i have beenon the recieving end of can i legitamately fight this, because they got the letter before the 27th July. (confirmed by the branch manager)

Just like to add, i am a scot living in England but havent changed my branch for numerous reasons so how does that affect me?

Receiving the letter before the 27th July makes no difference as its only if they had made an offer before 27th July that they are bound to honour it. You need to proceed further with your case as normal and send off the letter to say you will be persuing your case in court.

As its likely they will defend this you need to file your claim at your local court rather than use MCOL as MCOL/Northampton will automatically stay the case whereas your local judge may not.

Please read Martin's article for the template letter you need next.

chambta

shamrock7 wrote: »

So what do you think would be the way forward with RBS over this one??? I previously worked for them.The branches wont entertain queries over charges as it is all referred to CRU.

Branches have disgression on charges up to £50 which given a single item is likely to trigger that mean's that almost everything has to be referred on.

craigw007

thanks folks, i have already been speaking with the branch manager who is is also completely fed up with this. She to has said that its a disgrace and that she would like a copy of the letter i send as she is going to pursue it from her end as well.

k1mmie

okay guys - slight twist here. RBS account was o/d by £4711. Asked for charges and they added to £3300. Put a claim in April for the charges. In themeantime got a bill from RBS for £145 - kept getting this letter and kept writing to ask what it was for. Then in May got a court summons for £294. Once again wrote saying what is this for (although it related to the above account number - could not work out the sum). They ignored it. Anyway put a defense in and turned up at court yesterday and found we had Judge Dudley at Southend Court - whom people had been saying was imposing stays on all claims. We walked into the chambers with all paperwork in hand ready for a battle (but still expecting to lose). The judge said that as RBS had made a claim but not come to support it - he was striking it off. Did not want to hear details of anything (was in the courtroom 1 minute). So my advice based on this is if you think you have a case and you need to attend - please try. This jugdge had obviously had it to the teeth with banks not turning up and therefore made his judgement accordingly. Keep going guys!

shamrock7

craigw007 wrote: »

thanks folks, i have already been speaking with the branch manager who is is also completely fed up with this. She to has said that its a disgrace and that she would like a copy of the letter i send as she is going to pursue it from her end as well.

Well if you look at the numbers I posted earlier for you and follow them up I promise you should get some success. I've went through this channel twice and had success both times. Before and after test case. Persevere. Phone 0131 556 8555 and ask for Chief exec office. Joanne Judd is the lady that dealt with both my claims. 2nd credit in my account today. They were fantastic;)

k1mmie

Incurred a £38 charge yesterday for a £9.99 dd when I hav £6.?? in account. The credit I was expecting yesterday did not arrive until today. I called my branch who basically said sod off not refunding - tough. I called through to CEO and they called me and said they were dealing with it - will call me back!
So if the branch have the discretion on this - why could they not refund this for me - I have not incurred any charges since March as we have been really careful.

chambta

k1mmie wrote: »

Incurred a £38 charge yesterday for a £9.99 dd when I hav £6.?? in account. The credit I was expecting yesterday did not arrive until today. I called my branch who basically said sod off not refunding - tough. I called through to CEO and they called me and said they were dealing with it - will call me back!
So if the branch have the discretion on this - why could they not refund this for me - I have not incurred any charges since March as we have been really careful.

The branches have disgression but also have targets on refunded charges to 'achieve'.

k1mmie

Shame they don't have targets on how to satisfy customers! So Bloody rude!