Nightmare with Nat West. Help!!

huwjohn

I paid off my mortgage due to having recieved an inheritance from my Grandfather. This was done at 9AM on 19th of February. I phone yesterday as funds had yet to clear (taking into account the five working daytimescale!). Today sixth day, I am told by the representative that the funds still haven't been credited to the account and it will take five working days for the overpayment to be refunded to my account. She said that I should have cancelled my direct debit (despite the letter saying not to).

I HATE to say this but I flipped. I have worked in a call centre and I amannoyed that I was reduced to this, but the service I have recieved all round (not just in this instance) from Nat West has been appalling. The staff seem scripted, robotic and some are really aggressive on the phone. I have been really overly polite and accepted what they have said but when the young lady said that to me today namely "you should have cancelled the direct debit to ensure no money went out.." followed by "your refund of overpayment of x amount is going to be refunded to you within five working days". I went nuts. I know I shouldn't have and I told her I know she was only doing her job, but I have had no end of trouble with them and really feel let down by them. Usually I am so calm and collected on the phone. As I say I used to work as a call centre operative and know how irritating it is when people start ranting and raving down the phone but she was so blaze "The accounts not settled. We're still on the fifth day and your overpayment will be refunded in five working days!!".

What can I do about this??

T

kingstreet

Make a complaint to NatWest and escalate to FOS if unsatisfied with the outcome.

huwjohn

I am also repeatedly asked where the money came from - I understand that this is money laundering but it is wrong of them to keep asking this question especially when I told them my Grandfather had recently died and they didn't note it or anything just repeatedly asked.

BJV

Hate to say it but banks.! They make millions on holding onto everyone's money for just a few days at a time.

I would write a letter. I know it will sort itself out in the end but i do understand how upset you feel right now.

P.s sorry to hear about your grandfather.

olly300

huwjohn wrote: »

I am also repeatedly asked where the money came from - I understand that this is money laundering but it is wrong of them to keep asking this question especially when I told them my Grandfather had recently died and they didn't note it or anything just repeatedly asked.

They are just checking that your story is straight.

They have got a note of it.

People who lie stories are perfect all the time or are completely inconsistent.

AlexMac

Sympathies. Its maybe unfair of me to join you in slagging off Natwest's central mortgage telephone service, as my gripe incident was some years ago, but they nearly lost me my deposit on an auction buy (yes I know you shouldn't trust a bank's verbal offer- certainly not when buying at auction, but I had banked with them for 30+years!).

they knew I was buying a run-down but habitable house, and I'd told them the eact circumstances, but, after their valuation survey (where the value was fine), and 5 days before my 28-day completion deadline, their written offer came through...

... 'mortgage approved'... but, 'subject to a 100% retention pending a full structural survey, a timber and damp survey, a roof survey and (because there was a 90-year-old street tree a couple of houses away) a tree survey' .

All to be set up by and paid for me, of course; so goodbye house and deposit? Except it wasn't because, having smelt a rat after three weeks dealing with a droid with a komputer in a call-centre, I'd smelt a rat, popped into my local mutual building society, where I re-applied and a nice human being sorted me out a mortgage in 3-weeks start to finish (and in fact, seemed to enjoy the challenge!). So humand one; komputer nul points.

Doesn't help you, but I got a rant in, so I feel better. Oh and the really good news was that after renovation, I nearly tripled my money on selling up 3 years later; which shows that it was several years ago before the bubble bust

ValHaller

olly300 wrote: »

They are just checking that your story is straight.

They have got a note of it.

People who lie stories are perfect all the time or are completely inconsistent.

Truly? I tend to believe that they don't give a damn where the money comes from or whether you are telling the truth.

All that matters is that they are seen to have asked the question. I doubt they could even be interested if you got it by holding up the NatWest down the road.

Cynic? Me?

olly300

ValHaller wrote: »

Truly? I tend to believe that they don't give a damn where the money comes from or whether you are telling the truth.

All that matters is that they are seen to have asked the question. I doubt they could even be interested if you got it by holding up the NatWest down the road.

Cynic? Me?

Other banks definitely do make it difficult to move your savings around to pay your deposit.