Going mad with RBS!

LeSigNagE

I would love your advice (and support) for my current situation!

I am a student about to go into my final year of Uni, and have recently returned from a placement year in Estonia. Upon leaving I told the bank I will be using my card occasionally, yet they still managed to block it due to 'suspicious activity'. When calling them to put it right I mentioned each time that I did inform them that I will be using it abroad. This happened a total of 5 times over 14 months, and each time I had to make a costly international phone call to fix it. On one occasion they credited me £50 - respect to them for that, even if this didn't quite cover the calls on this occasion. In total I am about £200 down because of this.

Upon returning to the UK, they actually cancelled my card without notifying me and could not give me a reason as to why. This has caused me to miss the payment for my Uni accommodation (i have to go on a waiting list now, so fingers crossed i even get a flat!) so i will end up with a more expensive room, if i get one at all! This has also resulted in me missing a sale which I was going to buy a new laptop in.

I tried calling them and they told me to go into the branch. When I went into the branch they issued a new card to be sent out (arrived 2 days later than they promised it would), and told me to use the online complaint system. After waiting about 5 working days, I posted on their Facebook group and they promised someone would contact me today. Alas, no phone call. I passed up a days work to ensure I would be in for them when they call too!

Here is the post www. facebook.com /rbs.group/posts/10150988949376910?notif_t=feed_comment for you to see (couldn't put it as a link as i am a new user, sorry). If you could kindly 'like' my last post to show some support, that would be excellent! But only if you would feel comfortable doing so! On that last post i make a reference to the private message sent to me, here it is:

The Royal Bank of Scotland Group
Hi Rich, thanks for the details. I'm passing them on to the team that will get in contact with you. I checked with them and they are back in the office on Monday so you can expect to receive a call then. Sorry you never got a call today but I'll make sure a check on Monday to make sure you have been given a call. Can only apologise for this inconvenience but I thought better to make you aware rather than waiting on a call tonight/over the weekend.

Regards

Please could you share any advice on what my next steps should be? Right now I am feeling like I am about to go into full meltdown with these people!!!!! :mad: :mad: :mad:

innovate

Sounds like you have been put through the banker's wringer - a whole lot of unhelpful actions on their behalf, resulting in substantial financial pain/loss to yourself.

If I were you, I would present this case to the CEO, at stephen . hester @ rbs . co . uk (I have to post it with the blanks, otherwise MSE forum software deletes the email ID. Ask Martin Lewis why..........).

Stephen Hester is most unlikely to respond to your emails himself, but he has an Executive Team with brains and powers to put things right. Don't be shy to ask for re-imbursement of all your expenses, and some for the distress they caused you for no good reason.

Also, don't be shy, move your business to another bank, before or after RBS have paid you a reasonable amount of compensation.