RBS Mis-selling of an account.

Nednats

I wrote to RBS explain I believed I had been mis-sold a premium fee account.
They responded with a letter about PPI that stating I hadn't provided information relating to a loan account.
So I wrote the again explain they have misunderstood - I've been mis-sold a premium fee account not PPI. I attached my original letter and their response.
Just received their reply - It is the same letter about PPI as before :mad:
What should I do now?

Wywth

Nednats wrote: »

I wrote to RBS explain I believed I had been mis-sold a premium fee account.
They responded with a letter about PPI that stating I hadn't provided information relating to a loan account.
So I wrote the again explain they have misunderstood - I've been mis-sold a premium fee account not PPI. I attached my original letter and their response.
Just received their reply - It is the same letter about PPI as before :mad:
What should I do now?

Do you have a deadlock, or final response, letter?

If not, write again, explaining it is not a claim for mis-sold PPI bit rather a claim for mis-sold added value/packaged account. Ask for a deadlock, or final response, letter if they consider the responses previously given are supposed to address the complaint in full.

Once you have the letter, you can escalate the complaint to the FOS.

Worst comes to the worst, wait 8 weeks from the date you originally complained and go to the FOS anyway.

stclair

Nednats wrote: »

I wrote to RBS explain I believed I had been mis-sold a premium fee account.
They responded with a letter about PPI that stating I hadn't provided information relating to a loan account.
So I wrote the again explain they have misunderstood - I've been mis-sold a premium fee account not PPI. I attached my original letter and their response.
Just received their reply - It is the same letter about PPI as before :mad:
What should I do now?

What address did you write to?

[Deleted User]

WOW that's bad, I thought Halifax were bad, but twice! Not good.

Nednats

stclair wrote: »

What address did you write to?

Customer Relations Manager
The Royal Bank of Scotland
PO Box 594
Chatham
ME4 9DP

Sponge1980

I got the same letter as you and also sent one back explaining that it wasn't PPI I was claiming. So far I've had nothing back. I'll keep you posted as to how things progress.

Nednats

Update:
I wrote another letter complaining about their communication.
They credited my account with £20 to apologize for their previous replies.
But they don't agree I was mis-sold an account and this letter is their final response

Buzby

You cannot be mis-sold a premium account - this is not the same as PPI. From the outset you would have been told the benefits or features, and the benefits (I'm assuming this is a 'Royalties' account?).

They do not offer advice on accounts - simply make the products available. It would be you who indicated a preference and took it on. Their payment to you covers their incompetence in dealing with your complaint, not any admission that they had any other responsibility to you.

Nednats

Buzby wrote: »

You cannot be mis-sold a premium account - this is not the same as PPI. From the outset you would have been told the benefits or features, and the benefits (I'm assuming this is a 'Royalties' account?).

They do not offer advice on accounts - simply make the products available. It would be you who indicated a preference and took it on. Their payment to you covers their incompetence in dealing with your complaint, not any admission that they had any other responsibility to you.

This is why believe it was mis-selling

I was told I could no longer have a Route 21 account and had to have this account and I was not offered a fee-free alternative.

I was also encouraged to close my ISA that I held with them and transfer the money to a saving account included within the package that had a higher interest rate as I was told the interest from my savings would cover the fee for my account.

When I tried to close the account in Branch I was refused until I had made and appointment and spoken to their financial advisor.

Wywth

Buzby wrote: »

You cannot be mis-sold a premium account - this is not the same as PPI. From the outset you would have been told the benefits or features, and the benefits (I'm assuming this is a 'Royalties' account?).

They do not offer advice on accounts - simply make the products available. It would be you who indicated a preference and took it on. Their payment to you covers their incompetence in dealing with your complaint, not any admission that they had any other responsibility to you.

MSE believe it it possible to be mis-sold a package account ... and I can remember being in an RBS branch and being "enticed" into taking out such an account (I didn't)

Millions pay a monthly fee for their bank account, often sold on the basis of ‘free insurance’. While it can be a great deal, even the regulator, the FCA, says huge numbers of these policies are “useless”. We believe thousands may have been mis-sold them.

If you’ve got, or had, a premier or packaged bank account in the last 10 years, if they overpromised, told you it was compulsory, or gave you insurance that didn’t cover you, you could be due £100s or even £1,000s back. This is a full step-by-step guide, including template letters, to reclaiming bank account fees

http://www.moneysavingexpert.com/reclaim/reclaim-packaged-bank-accounts

Wywth

Nednats wrote: »

Update:
I wrote another letter complaining about their communication.
They credited my account with £20 to apologize for their previous replies.
But they don't agree I was mis-sold an account and this letter is their final response

Nednats wrote: »

This is why believe it was mis-selling

I was told I could no longer have a Route 21 account and had to have this account and I was not offered a fee-free alternative.

I was also encouraged to close my ISA that I held with them and transfer the money to a saving account included within the package that had a higher interest rate as I was told the interest from my savings would cover the fee for my account.

When I tried to close the account in Branch I was refused until I had made and appointment and spoken to their financial advisor.

If you are unhappy with the response, I suggest you now take it to Step 4 of the MSE guide (link in previous post)

The letter should explain your right to do this.
(If it doesn't you can complain to the FOS about that too )