NatWest complaint - partially upheld

InsideInsurance

jonesMUFCforever wrote: »

1. The bank is well within their rights not to take a name off a joint loan.
This could only have happened if the loan was closed off and opened as a new loan in your name only.
2. Overdrafts are payable on demand - that is the case with all banks.

If you work in financial services I would have thought that you would know that.

I agree that the rest of your complaint about your credit reports is valid - but I would have thought this the reason why your complaint was only partly upheld.

Agree with the bank being in their rights not to take someone off but to tell a customer to write in and then not inform them of the decision not to take them off is wrong especially when in response to the letter the name is taken off of correspondence and the link broken on the CRAs and so all the evidence the customer sees points to the fact that they have been taken off.

Again, no issues with the overdraft being payable on demand but they never demanded it before sending it to the debt collectors. They advised that they could see a letter was sent 2 years ago but cannot confirm to who or what it contained and due to "technical issues and processing mistakes" the account continued to operate normally including them offering/ actually upgrading it to a Black Account in May this year.

I do know these things, though I am much more on the insurance side of FS than banking, hence why I know they must inform customers.

I hope they put the credit files right (though you then have to wait for the CRAs to act on the requests)

They said they would back in July but they still arent showing correctly. According to the latest letter it is because when I made payment in full they have miss processed the payment and so the loan account is still showing a balance hence they keep telling the CRA that its closed and cleared manually and then the next auto update shows it being open with a debt and no payments made so they are chasing their tail because they arent correcting the root cause.

They didnt explain why the current account has reopened itself with the CRAs or why it showed a repayment arrangement against a nil balance but the AR flag has dropped now so I am less bothered about that unless it reappears again

bigmatt1174

I understand your angst with being in FS - if you are part of a network and on an annual risk audit this would appear, make sure you have all of the correspondence with regards to this. It may be prudent to inform the network of this so they can see that you are being up front with them and not trying to hide anything.