RBS - Complaint

Mal1

Hi Everyone,

This is my first post but have been using MSE for many years to obtain excellent advice. Hopefully someone will be able to offer some advice based on the following.

I've had a DMP since 2008 and I was hoping the balance would be clear by now, however in January 2012 I successfully made a claim for interest charges against the RBS, I received a cheque and banked it informing the CCCS. I then checked my balance with the RBS only to find they added the refund back onto the outstanding balance (??). Having discussed this at length with the RBS I was given a complaint case number and informed this would be resolved within 20 working days, this was in Feb 2012. I then sent a letter to them stating the facts based on statements and letters in my possession, it would take them less than 1 minute to resolve the matter. A further letter was received from the RBS on 23rd April stating this would be resolved by 22nd May. I called them tonight only to be told a case handler still needs to be assigned, the standard response :mad:

To complicate matters even more the RBS have offered a PPI refund, my concern is that they will offset this against any outstanding balance and that is why they haven't assigned a case handler. I spoke the Financial Ombudsman Services two weeks ago and they said it could take one year to resolve. I feel this will prolong the issue even further and put my life on hold.

I would greatly appreciate any help the MSE forum can offer to resolve this issue ASAP.

Thanks in advance.

Tixy

I would write a formal complaint again to RBS (head it up as such) and state in your complaint letter that if this is not resolved within 8weeks then you will be making a complaint about them to the FOS.

Its frustrating but you should get it sorted eventually and end up with the correct balance to pay (less any PPI refund you are due).

awayinchina

Also, if you are phoning them "record" all conversation using a mobile or skype so you can play it back to them at a later date or send the recording along with all letters etc to the FSA and OFT.
Banks and DCA's hate it when you record them. I have had my complaints esculated because I record them.