Natwest con

complaint

Hello,

I opened a Natwest account almost a year ago. While opening the account, the personal banker assisting me with this explained to me that i wouldn't initially have an overdraft facility, but that once a salary had been going into my account on a regular basis this could be arranged then. I opened this account just to have a basic bank account and had no interest in having an overdraft etc. I rarely used this account. i deposited small amounts every once in a while and thought about maybe one day making this my main account. I visited the bank on a regular basis, and was once helped by a personal banker there to set up a paypal account as they needed my bank to verify my account etc. All in all, there were no indications of any problems with my account and on the whole, my experience with Natwest bank was positive.

Unfortunately i found out by sheer coincidence a few weeks later that my account was overdrawn, and that the small amounts i'd deposited up till then had all been taken to cover the amount i was overdrawn by. As i didn't have my card that day, i had to queue up to have the security check before i could pay money into my account, which is why i had gone there that day. The front desk then informed me that i was overdrawn by a massive amount and that it was all because when i opened the account it was apparently a paid account, ie i had to pay a certain amount every month just for the privilege of having said account. He also informed me that such an account, though i didn't sign up for it, came with services that although i had never used, or knew of their existence, had to be paid for and hence i was overdrawn by over £500.
He called a colleague over who looked on the system to see how i'd been using the account, and said that as i clearly never used anything, and that this had happened before to other customers, resolving the issue should be easy as all i had to do was inform them and they would cancel my overdraft and amend this mistake.

I then sat with my personal banker, he was also helpful and said the same thing. Mainly that this happens and not to worry as it will be resolved if i just called a number he gave me. I left the bank feeling a bit shocked but believing that this was a minor issue that they're used to dealing with and would therefore resolve it quickly. My main concern was that the overdraft would affect my credit rating, I don't doubt it has. The number i called on said they would call me back but didn't. I later found out, to my sheer horror, that far from being resolved the situation had escalated and my account was turned over to debt collectors. So as a result of going into Natwest and opening a basic account, a debt collecting agency were now demanding in the letter i saw months ago £1000.


I have no idea where to take it from here and would appreciate any advice. I have not responded to the debt collecting agency as i don't see why i should deal with them and not Natwest.

Many thanks

FireWyrm

Firstly, ignore the debt collection agency

Secondly, go back to the bank and demand to speak to someone with some authority. You want this account closed immediately, the 'debt' wiped out and the debt collector called off. You want your credit file expunged if it has been damaged and you want this done right now. Make it very very clear to the personal banker that you are about to report this to the OFT, the paper, your local MP, the FOS and anyone else who will listen.

there is no substitute for being stubborn in this issue and I'm afraid that your softly softly approach has landed you in some annoyingly hot water. This is blatently down to mis-selling by the first advisor and exactly the kind of behaviour that the banks are being pilloried for in the press. You are therefore "sure" they they would like to rectify this "mistake" immediately....etc.

complaint

Thank you so much Fire Wyrm for your response. Will go to the branch tomorrow & see what happens. Wow, had no idea i could write to all these people. I did feel sort of defeated, like i have a mountain to climb & a lot of stress for no reason whatsoever. Thanks again!

harrys_dad

There is an item on exactly this issue in Martin's weekly e-mail today, sign up for it if you do not receive it already.

falldown7timesgetup8

complaint - i know this sounds ridiculous, but i had a similar problem with the natwest recently, and based on my experience (they upgraded me two years without asking) the best thing to do is to PHONE them. Dont go in branch.....
Reason being that they have a specific customer complaints/care line that they will put you through to, which are AMAZING to deal with, and will sort it all out for you. (ive dealt with them on three occasions, but to be fair, ive been a custoner for YEARS, ad two incidences were related)
Be prepared for a bit of a wait to speak to them, BUT they will sort your issue there and then. I cant rate them highly enough! - Make sure you call their 0800 number, which can be found by looking up the advantage gold account online.
My recent issue was that as i said, i was upgraded to an advantage gold account, without my permission, and have been dutifully been paying the fee ever since to avoid an impact to my credit rating, whilst trying to have it removed.
One (albeit long) call later, i was refunded all the fees i had EVER paid, any charges I had ever incurred, AND interest on all of this too. The money was in my account the next day.
If i give you one piece of advice, it would be to make sure you explain you had NO WAY of knowing that these charges were being applied? - i knew, BUT made it clear that I had been asking for it to be removed. The guy i spoke to said that IF i had known, but had never done anything about it, i would NEVER have been eligible for the monies to be refunded?
I have to say also that obviously they cant please everyone, and some banks i imagine DO have dreadful customer service, BUT ive always found the Natwest WONDERFUL to deal with (and no, i dont work for them!) , particularly vigilant about sorting out problems, and they have alerted to me to potential and significant fraud on my account more than once and dealt with it quickly, efficiently, and without drama.
I hope this doesnt colour your opinion of them too much, they are FAB and im sure they will sort out the problem sharpish (but DO phone them!), and Good luck!