Natwest = worse bank and unhelpful. Where can I complain?

Mummyjem_2

Hello all,

I'm looking for some advice. Almost three months ago I wrote to natwest (as advise by the debt helpline), as my husband had been out of work a couple of months and our reserves were minimal. In the letter I asked whether it would be possible to receive 6 months break for my loan payments and overdraft charges, during this difficult time.

I never received any form of acknowledgment and continued to be charged, so excepted that as I no! Then over a month later, without any explaination or contact natwest wiped my overdraft facility, taking away the 2k that we had (some of which had been borrowed from family). This money was to cover the bills for the following month. I contacted natwest via their online form as it was a Sunday and after a week hadn't heard back, so I called them. I was advised that my complaint had been logged and I would be high priority as I had been left with nothing for food petrol, let alone bills.

During the second week, as I still received no contact I sent a second message online stating I wanted a response or Atleast an update by that Friday (10 working days since I made the complaint)

Again I heard nothing and so over that weekend I emailed the complaint about complaints team, for when you are not satisfied that your complaint has been dealt with. During a third week of having no money, I called natwest again. I was advised that they couldn't say why this happened as it was a different department, but I can have a loan to cover my overdrafts. This didn't really wash with me, as i have had my overdrafts for about 7 years and hardly ever exceeded them. Wiping them away would leave me worse off, as I had over a months salary in there! I said that I want an explanation as to why, especially at a time I am most in need, I have been left penniless. After a few minutes on hold I was told my overdrafts would be reinstated within the next five days and I would receive a full explanation by the end of the week. Also I was advised that I would not be charged any fees for being in an unarranged overdraft, as this was an error by natwest.

Not feeling happy, but Atleast knowing I could eat, I excepted this.

Approximately one month on, I still have no explanation and today I have over £200 in charges for an unarranged overdraft, which I never unarranged. Again I have emailed online and asked for this money back asap!

I've not ever had a response from the people that deal with complaints about their complaints process within natwest or the normal complaints team, So I'd really like to know where to go next. I'm so furious that natwest can treat people this way and seem to just get away with it.

Help please - sorry it's such a long post. It a shortened as I could make it!

opinions4u

http://financial-ombudsman.org.uk/

stclair

Mummyjem wrote: »

Hello all,

I'm looking for some advice. Almost three months ago I wrote to natwest (as advise by the debt helpline), as my husband had been out of work a couple of months and our reserves were minimal. In the letter I asked whether it would be possible to receive 6 months break for my loan payments and overdraft charges, during this difficult time.

I never received any form of acknowledgment and continued to be charged, so excepted that as I no! Then over a month later, without any explaination or contact natwest wiped my overdraft facility, taking away the 2k that we had (some of which had been borrowed from family). This money was to cover the bills for the following month. I contacted natwest via their online form as it was a Sunday and after a week hadn't heard back, so I called them. I was advised that my complaint had been logged and I would be high priority as I had been left with nothing for food petrol, let alone bills.

During the second week, as I still received no contact I sent a second message online stating I wanted a response or Atleast an update by that Friday (10 working days since I made the complaint)

Again I heard nothing and so over that weekend I emailed the complaint about complaints team, for when you are not satisfied that your complaint has been dealt with. During a third week of having no money, I called natwest again. I was advised that they couldn't say why this happened as it was a different department, but I can have a loan to cover my overdrafts. This didn't really wash with me, as i have had my overdrafts for about 7 years and hardly ever exceeded them. Wiping them away would leave me worse off, as I had over a months salary in there! I said that I want an explanation as to why, especially at a time I am most in need, I have been left penniless. After a few minutes on hold I was told my overdrafts would be reinstated within the next five days and I would receive a full explanation by the end of the week. Also I was advised that I would not be charged any fees for being in an unarranged overdraft, as this was an error by natwest.

Not feeling happy, but Atleast knowing I could eat, I excepted this.

Approximately one month on, I still have no explanation and today I have over £200 in charges for an unarranged overdraft, which I never unarranged. Again I have emailed online and asked for this money back asap!

I've not ever had a response from the people that deal with complaints about their complaints process within natwest or the normal complaints team, So I'd really like to know where to go next. I'm so furious that natwest can treat people this way and seem to just get away with it.

Help please - sorry it's such a long post. It a shortened as I could make it!

Basically your own admission of being in financial difficulty would be the reason why they have pulled the plug on your overdraft. regrettably overdrafts are repayable on demand therefore can be revoked at any time.

I would recommend you call 023 8022 6443 press option 2 then option 3 and come to some arrangement with them to repay the debit balance on your account.

http://www.natwest.com/Downloads/global_options/complaints_leaflet.pdf

thatsean

Why did it take you three weeks to get on the phone? Proactive is not your middle name. As stclair says, telling the bank you've got no cash, but would like to use £2000 of theirs rarely results in the outcome that you are after. Make a formal complaint re the charges that have been incurred, but given that overdrafts can be pulled at any time, I'm not sure how far this will go. Debt free wannabe board can help you.