Natwests IT system lost our entire application!

misterbarlow

We started a DMP at the start of 2012 and RBS were just about the only group or company we didnt owe money to, so we were almost forced to bank with them..

We setup a basic joint account with Natwest in Jan 2012..
All has been fine the past 18 months or so, but we have been caught short a few times only being able to use RBS ATMs and not any ATM from another bank, a restriction of having a basic account... plus a few times we have needed a cheque for school trips etc and passport renewal, and dont have those either with basic account, and had to get them from my mother...

So about 5 weeks ago whilst logged in to online banking I went on the 'upgrade your account' link and applied to upgrade to a select account...
By now we have multiple defaults on our credit file due to the DMP, but we have been careful to never gone OD with Natwest since opening the account and pay in between us via salary over £2400pm, and we dont want an overdraft or any credit, just debit cards that work in any ATM and a cheque book..
So I gave it a try...

Anyway the online system said we have been approved for a select account.. And about 4-5 days later a form arrived for us to sign and return in prepaid envelope.. which we did the same day...
That was the first week of April and we have had nothing back yet, so today I rang them to chase it up...

The advisor I spoke to said not only was there nothing on the system to say we had even applied for the account upgrade, but there was also no record of them having sent out, or receiving any paperwork either.... despite the fact I still have the covering letter that came with the form..
I gave her the reference number on it and she said that it was invalid and not bringing anything up...

How the hell can such a large organisation that deals with customers money have such a poor IT system....!!
Is this normal has anyone else had IT problems with them???

I went through the online process again tonight and it again said we had been approved... lets see what happens this time!!!

chambta

The reference number will mean something. Either it had been cancelled, was still pending or had lapsed after the 28 days they are valid. A simple investigation would tell them which.

pmduk

Just ensure you keep a note of any reference numbers given. I've got into the habit of scanning any forms I return.

misterbarlow

I sent them a stroppy email in the end...
Had a few missed calls when in work & couldn't answer, assumed was bank and then had letter on weekend saying they have checked my account and can see I did apply so they do not know why that operative told me there was no record of it..
but they have not had the paperwork back so either lost in mail or lost internally, they cant say...
the agent I spoke to has been given feedback and they apologise and gave me £20 credit to my account...

(have already had the paperwork from my second application and sent it back)...

InsideInsurance

There is a natural problem with large organisations with a low appetite for risk and direct to consumer proposition.

Due to wanting low risk you cannot go replacing core systems but antiquated systems dont support modern needs like iPhone/ Android Apps. So you end up with a whole series of systems held together with sellotape and glue but hopefully with a single front end so that users cannot see the jumble behind the scenes.

This tends to work fairly well with the consumer facing systems (though not everything does what it appears to). Companies arent always willing to invest as much in developing the more complex employee facing systems and so it can be more of a pain for them.

Add to that outsourcing and offshoring arrangements plus call routing then it isnt that surprising when the occasional telephone operator isnt able to find something across the plethora of systems.

At least you got it sorted in the end though and £20 for your troubles