My crisis with RBS

Dagrab

As a result of being a carer then bereaved,I took early retirement from full time work.I have a pension and work part time ,when I can,
I eventually mustered the brain power to do a personal income/expenditure audit.I also spoke to an IFA.
Advice to free up a large monthly sum was to contact RBS OFFSET to explain major trauma/life changes probality of imminent crisis/arrears and request change to more appropriate mortgage with lower monthly payment.
To summarise a health/sanity/home threatening saga.....my OFFSET enquiry was botched/ignored ,so subsequent non payment/arrears impinged on my current a/c...all at the time of the computer foul up when nobody had a clue about what is where.I am now faced with the RBS kicking me out as a customer ,making me repay over 100k,poss losing my house and me trying to find another bank etc.This bank has wrecked my life.
I have involved the FSA Ombudsman and sent reams of paperwork/emails etc.Awaiting an update from FSA about action/timescale etc
If any readers have info to help/advise,I would be very grateful.for info.
RBS pass the buck between offices,are elusive on phone contact,ignore/delay letters....generally abysmal.....customer rights?...nevermind human rights....
Apologies for the rant....believe me-this is a summary!
Thanks

chambta

I think you'll need to be more specific to get any useful advice.

Dagrab

Thanks chambta
Was trying to keep it brief because I'm so wound up I tend to rant!
RBS are dismissing me as a customer who is curently needing their support more than they need me.....unlike many times in the past!
Because of their policy that problems on an account impinge on other accounts,arrears impact and accumulate.
Responses from Credit Management Services cover up the fundamental fact that a straight yes/no +options to me from OFFSET officewould have given info for when I hit mortgage arrears.....which was sooner than I feared..In the RBS 'final letter' they say that 'feedback 'has been given to OFFSET for delays which I should not have experienced.....thereafter,there is a smokescreen tocover their subsequent actions/the dire actions that are now looming,stemming from the inertia that greeted my initial request.
Seems like RBS have all the cards and won't listen any more.
FSA Ombudsman fully in picture and is making encouraging noises but.......time is running out.
I will be contacting sources of advice/help tomorrow but thought of here as an additional area....and to feel like I'm doing something useful.....
Cheers.

Ben8282

Cut out the long words and just explain what happened using everyday words that we can all understand. As I understand it, you were experiencing payment difficulties with your mortgage, tried to change to a 'more appropriate mortgage' (whatever that means), RBS did not assist as a result of which you got into arrears with your mortgage and that your mortgage arrears have now caused RBS to close your current account. Is that correct?

Dagrab

I had advice and told RBS that OFFSET was no longer affordable/right for me.Asked about other options.
No response to my request to change/asking their advice re options etc and arrears started erlier than I feared
Pending an insurance payment my current a/c was overdrawn ,so combined 'offences' re both areas means bank pulls the plug.....cancels Direct Debits /causes chaos
Despite the insurance payment and other income being paid in,ensuring my current a/c being well in credit ince early June ,RBS refuse to move from their intention to get rid of me .No recogniton of initial negligence and additional delays/worry caused by my case being passed round offices and computer cockup causing chaos to all
Hope this is clearer

chambta

Unfortunately if they've asked you to rebank I've never known them change their mind..

Presumably there are two issues here. Firstly your mortgage arrears and secondly your current account.

If you haven't already I strongly suggest opening an account with another bank for your income to go into and from where you can pay your bills.

Dagrab

Thanks.
I'm working on setting up a new a/c this week-but giving the Ombudsman go ahead to examine RBS procedures ,based on material I have sent
Their inefficiency/contempt for a long term customer/taxpayer stakeholder is beyond words.
Fingers crossed,I can do some damage limitation

jonesMUFCforever

Purely my opinion here and sorry if it sounds harsh but I don't think the ombudsman will help you.

Post 4 by Ben 8282 summaries what I believe has happened.
You seemed to have borrowed more than you could afford to repay.

An Offset mortgage suggests there is a pot of savings somewhere to offset from - is that correct and if so what is it and what has happened to the funds?
You also mention an IFA - what did they advise you to do?

Dagrab

Pot empty,support funds gone because of reasons stated in earlier posts.
IFA confirmed my view that because of this,OFFSET now u/s.Advised to contact RBS and request a change/their advice..
Request not processed properly at RBS offiice/covered up as being my negligence despite ME raising the issue in the first place, trying to head off a potential problem.
RBS IT problem/passing case between offices has compounded the problems-especially as the current a/c has been substantially in credit since early June.

callum9999

Dagrab wrote: »

Pot empty,support funds gone because of reasons stated in earlier posts.
IFA confirmed my view that because of this,OFFSET now u/s.Advised to contact RBS and request a change/their advice..
Request not processed properly at RBS offiice/covered up as being my negligence despite ME raising the issue in the first place, trying to head off a potential problem.
RBS IT problem/passing case between offices has compounded the problems-especially as the current a/c has been substantially in credit since early June.

Why are you so keen to stay with RBS? If your current account is in credit, just close it and move the money/direct debits elsewhere.

With regards to the mortgage, as I understand it, you requested to change a mortgage you can't afford any more but RBS said no, so it put you in arrears? Obviously no-one on here knows what you actually did, so it will be up to the Ombudsman to decide if rejecting that was fair/legal. Though I am confused why your current account has a large balance in it yet you are in arrears on your mortgage? Why won't you pay it off - waiting to hear what the ombudsman says?

Dagrab

Not enough in current to pay off arrears.
RBS didn't say no to change of mortgage type,that's the cause of the subsequent problem.My case was passed to other offices,coinciding with IT problem,causing further chaos.Meantime mortgage arrears mounted at a time when my current a/c was beyond limit-despite the bank being aware of pending payments to take it in credit
Even though current a/c was ok by early June,RBS are determined to finish with me from all business with them.
A direct yes or no from my initial enquiry would have sorted the problem if 'yes' ,or made me go elsewhere if 'no.
I assume someone in OFFSET screwed up/covered up.I'm waiting for full details of CR and DR amounts to then set up with another Bank and it is upto the Ombudsman to investigate RBS and the delays which RBS letter to me admits shouldn't have happened.......but obviously aren't deemed enough for them to reverse a decision.
Pretty much seems like they don't want to lose face/admit a basic admin error. despite the trauma caused to a customer.