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The battle to get online bank statements from natwest for mortgage
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bobwilson
Posts: 595 Forumite
Been flat hunting for a year, finally found a flat in the area I want (properties on sale very rarely in the area, prices rising by £200k a year).
Had everything prepared in advance; made sure all my banks were aware that I'd need statements as soon as my offer was accepted. (HSBC/Barclays/Natwest). They all said no probs, you can download them online. This is essential in current times and in the area; without online statements, a property purchase can basically fall through due to time scales of snailmail. Sellers & estate agents get jittery with so many cash buyers knocking at the door to gazump. A fast application is key. My mortgage lender accepts online statements (it speeds up the process massively). Great!
HSBC and Barclays - no problem.
Natwest - huge battle ensues. :cool: Yep, that's right. Although they assured me in advance that online statements would be available until the current date, they're not. A huge battle just to get my bank statements. Just to *start* the mortgage application.
After a week and countless telephone calls to Natwest, being told they may or may not be able to provide online statements (they don't know what's wrong). Being told to call back another day when their systems are back up and running. Across to being told they can't even order paper statements because those systems are down.
After 6 days and countless calls to Natwest, (even going in branch to no avail!), I finally managed to get the paper statements on order. Apparently there 'might have been a block' on my account but no one seems to be able to tell me if this 'block' truly was there or not.:o
Meanwhile still no one seems to know why their online banking isn't allowing downloads of statements for certain dates (so happens the dates I need for the mortgage application).:D
..and conversations over the phone just go around in circles, or the member of staff puts you 'on hold' and then cuts you off. You could allocate a whole day to just calling up Natwest and still need more time.
So now I'm waiting for the postal statements, by the time they arrive it will be almost 2 weeks since my offer was accepted, and before I can even start the mortgage application. :rotfl:
Anyway, in case you're bored, here's one of my conversations with Natwest (pasted from their webchat): :T
An advisor will be with you shortly. While waiting to be connected, don’t forget you might still be able to find the answer to your question and many more by using our ‘Help 24x7’. During this chat you will not be asked for any details from your Card-Reader. Please note if any personal information is given, it will only be used with regards to this specific enquiry and will not be used for any other purpose. You are currently number 2 in the queue.
You are now connected with an adviser. Jabbar: Hi, you're chatting with Jabbar. How may I help you?
BOB: Online banking has a glitch and won't show my bank statements from Apr 2013 - Mar 2014.
Jabbar: Good afternoon, hope you’re well.
Jabbar: I see, let me look into this for you.
Jabbar: May I just take your full name please?
BOB: bob [xxxxx]
Jabbar: Thank you.
Jabbar: Looking on the system, I can see that the address was updated on the 06/05/14. It could be that we may have had a back to branch marker on file before this so this could be the reason why the statements were not generated for this period.
BOB: When will the problem be resolved?
Jabbar: I can see that statements were ordered yesterday, may I just confirm if these were for the above period?
BOB: Yes
Jabbar: Thank you.
Jabbar: If these were for the missing period, this would then produce the statements for this period and they may become available after 48 working hours.
BOB: When you say 'may' do you mean it definitely 'will' be fixed within 48 working hours?
Jabbar: When a statement has not been produced, it is not guaranteed than when it is ordered later it will become available online. Once ordered for the period, this may become available online.
BOB: So in other words, you can't guarantee the problem will be fixed?
BOB: It's little disconcerting that you're not dealing in absolutes; words like 'may become available' and 'not guaranteed' don't leave a customer with much confidence when it concerns a bank.
Jabbar: I understand, however as this is not guaranteed, I would rather say may than say defiantly when it is not definite.
BOB: How can a bank say a problem may or may not ever be fixed? Can't you see that's unacceptable customer service?
Jabbar: However, statements can be and have been ordered for this period to be sent by post.
Jabbar: May I just confirm, when you moved into your new/current address please?
BOB: approximately 2 years ago.
BOB: I have 2 addresses
BOB: [xx xxxxx xxxx], and [xx xxxxxxx xxxx]. Both are correct.
BOB: What is the purpose in persuading your customers to opt for online statements to save on paper, when you are now telling me I have to order these on paper in order to see them online? Can you see the contradiction there?
Jabbar: I see, in this case, as the statements have been ordered by yesterday, you will receive these by post and they may become available online after tomorrow.
BOB: That doesn't answer my question though, does it?
Jabbar: Not at all, this is only in certain cases when a statement has not been generated.
Jabbar: If the statement has been produced, this is available online.
BOB: What does that mean?
BOB: Surely, statements should be 'produced' for all natwest customers? Otherwise what is the purpose in a bank account?
Jabbar: That basically mean, if the statement has not been produced, in order for this to be produced, a paper statement has to be ordered.
BOB: But then we're back to the contradiction again; you ask your customers to opt for online statements, so why would I order them via paper>?
Jabbar: Not at all, in some cases, if there is a back to branch marker on file, this is where we have had some post returned, for security no statements are produced.
BOB: I have never had any problems with post from any other bank, yet this seems to be an ongoing issue with Natwest over the years.
Jabbar: I'm sorry to hear this.
BOB: However, that's a separate issue. You're telling me that my online statements stopped being produced a year ago, just because post was returned, yet no one from Natwest contacted me to inform me of any problem. In fact, I have been in contact with Natwest many times over the years and there was plenty of opportunity for one of your staff to bring this up. Now the moment I need to download online statements required electronically urgently by a mortgage company, you're telling me they aren't available and the problem may never be fixed. Can you see how this is unacceptable?
Jabbar: If you are unhappy with this, I can send you a link to register a online complaint.
BOB: Will registering a complaint guarantee to fix this issue?
Jabbar: No, this will not guarantee the statements to become available online I'm afraid..
BOB: There are a myriad of stories online about Natwest customers leaving the bank because of Natwests' ongoing technical issues. I keep a moderate sum of money in Natwest. To tell me this technical issue may never be fixed is quite shocking from a customers' point of view. I can now see why people are leaving for other banks.
Jabbar: I'm sorry you feel this way, however this is not a technical issue. If the statement has not been generated previously due to post being returned (back to branch marker) then for security no statement would have been produced. As this was not produced it is not guaranteed that this can be produced and generated after the period has passed.
BOB: Natwest are constantly trying to persuade us all to choose online banking statements. Why would you stop producing the online statements just because 'mail has been returned'. Postal mail doesn't have anything to do with the production of statements, online or off. You could hold off from sending them to the customer, but to stop producing them completely, and then tell the customer he can possibly never access them again, can't you see that's overkill?
BOB: In other words, my mortgage application may fall through because of this.
Jabbar: I'm afraid this is for security, as you can appreciate we would not send out any mail if the customer will not be recieving this and it will be returned.
BOB: I'm not talking about mail, I'm talking about online statements.
Jabbar: Not at all, we can still order the statements and send them by post.
BOB: But can't you see that, waiting up to 10 days for it to arrive, and then forwarding it onto the mortgage company, can mean losing a property purchase in prime central london in light of the current market?
BOB: They accept online statements for this reason.
Jabbar: With online statements, they become available once a statement is generated, if there is a back to branch marker on file, then the statement will not get generated.
BOB: Surely it should be a simple case of taking my passport into a branch with other ID, proving who I am, and then re-enabling the online statements? To tell a customer the statements may or may not ever be available, can't you see that's unacceptable?
BOB: Why did no one inform me there was a 'back to branch' marker on my account?
Jabbar: The statements will be available, however may not be online, they can be ordered and sent out by post.
BOB: But I wasn't made aware that they weren't available online! Hence I wasn't expecting to have to order them by post. I had opted for online statements, as you persuaded me to.
BOB: I was told I can access statements for the past 6 years online. I don't use this account as a regular current account, so whilst I check the balance regularly, no warning showed up online to tell me that I couldn't download the PDF statements. Since this has apparently been an ongoing issue for a year, one would expect to have received some kind of warning or communication about it, from Natwest.
BOB: If this can happen at any time, why would any customer ever opt for the online statements?
Jabbar: I understand, any feedback is welcome so I can provide this back to our technical team.
BOB: I have spoken to another member of staff about this, and she informed me it is a glitch in Natwests' systems. You're telling me it's not a glitch. The type of issue, lack of sensible reason for it, and ambiguity over whether or not it 'may' be resolved certainly sounds a glitch.
Jabbar: I see, I'm afraid it is not a technical glich, if the statement has not been produced for a certain period I'm afraid it would not be available.
BOB: I've already been told by your technical team, and a complaints handler that it's a known technical glitch that even sometimes after the statements are produced, they aren't available online.
BOB: You have also said they 'may' [or may not] be available after being produced. Can't you see that sounds like a glitch?
Jabbar: If you have spoke to the technical team and they have advised it is a glich, then this is what it would be. We just advise this is the process when ordering a statement for a certain period when the statement was not previously produced.
BOB: You advise your customers that after a statement is produced, it may or may not be available online, that there's no way to know one way or the other, and you advise them that this isn't a glitch?
Jabbar: If you have been informed by technical team and complaints team that it is a glitch, then it is a glitch.
BOB: But you've been informing me and customers, that it isn't. Also, can't you see that an ongoing glitch for over a year, is unacceptable, as a bank?
BOB: This impacts your customers' lives in a huge way. I have been property hunting for the better part of a year. I have finally found an apartment to buy. I had everything prepared in advance, and was told by Natwest that I could download the statements with the current date as soon as my offer on the property was accepted. The mortgage lender accepts online statements. Any delay can easily cause a purchase to fall through in current times, in prime London. Now that time has come, I'm being told they have to be ordered by post. By the time paper statements arrive in the post (I was told it's up to 10 working days), and the time it takes to then forward them onto the mortgage broker, and on to the mortgage lender, it's likely the property purchase will have fallen through.
Jabbar: I understand and apologies for any inconvenience caused. I wish there was another way around this however I'm afraid there is not.
BOB: HSBC & Barclays have provided online statements without any problems, Natwest is the only bank causing an issue. I appreciate your reasoning about security concerns, but online statements have no connection security-wise, to post, since online banking details haven't been posted out to me in that period. In any case, it should surely be possible to go to a branch or call up to fix the issue, and have it fixed quickly, instead of being told it 'may or may not' be fixed, and then, more infuriatingly, to be told 'it isn't a glitch', despite no one knowing how to resolve the issue.
Jabbar: If I could make the statements become available online, I would however this is the process (ordering paper statements )and we advise this is not guaranteed.
BOB: Can't you see that telling a customer 'this is the process (ordering paper statements )and we advise this is not guaranteed.' is unacceptable?!
Jabbar: If you feel this is unacceptable, I can forward you a link to register a complaint.
BOB: You're a bank, dealing in peoples' finances, not a small toy shop. Surely you can see this is unacceptable?
BOB: Providing feedback to your technical team won't help me to download the statements for my mortgage application though.
Jabbar: I understand, however there is no other way of making the statement become available online. As the paper statements have been ordered yesterday, if you log inline tomorrow. they may be available.
BOB: I was told that for today. I can see the system has been updated today, but there is a gap between the moment they stopped being produced and now.
BOB: (2013 -2014)
BOB: so clearly it hasn't worked
Jabbar: I'm very sorry, If this has not worked, I'm afraid the only other way to obtain statements for this period is via post.
BOB: So what then is the point in persuading people to opt for online statements by telling them they're available for the past 6 years? If I had stayed on paper statements, I wouldn't be experiencing any of these problems.
BOB: As a result of this glitch, I may now lose my property purchase
Jabbar: With regards to online statements, they are available up to 7 years if these have been generated.
BOB: Perhaps you should mention on your leaflets and when persuading your customers to opt for online statements, that there's no guarantee they will be 'generated' or as such, no guarantee they'll always be available.
Jabbar: Certainly, I can provide this as feedback to the relevant team.
Had everything prepared in advance; made sure all my banks were aware that I'd need statements as soon as my offer was accepted. (HSBC/Barclays/Natwest). They all said no probs, you can download them online. This is essential in current times and in the area; without online statements, a property purchase can basically fall through due to time scales of snailmail. Sellers & estate agents get jittery with so many cash buyers knocking at the door to gazump. A fast application is key. My mortgage lender accepts online statements (it speeds up the process massively). Great!
HSBC and Barclays - no problem.
Natwest - huge battle ensues. :cool: Yep, that's right. Although they assured me in advance that online statements would be available until the current date, they're not. A huge battle just to get my bank statements. Just to *start* the mortgage application.
After a week and countless telephone calls to Natwest, being told they may or may not be able to provide online statements (they don't know what's wrong). Being told to call back another day when their systems are back up and running. Across to being told they can't even order paper statements because those systems are down.
After 6 days and countless calls to Natwest, (even going in branch to no avail!), I finally managed to get the paper statements on order. Apparently there 'might have been a block' on my account but no one seems to be able to tell me if this 'block' truly was there or not.:o
Meanwhile still no one seems to know why their online banking isn't allowing downloads of statements for certain dates (so happens the dates I need for the mortgage application).:D
..and conversations over the phone just go around in circles, or the member of staff puts you 'on hold' and then cuts you off. You could allocate a whole day to just calling up Natwest and still need more time.
So now I'm waiting for the postal statements, by the time they arrive it will be almost 2 weeks since my offer was accepted, and before I can even start the mortgage application. :rotfl:
Anyway, in case you're bored, here's one of my conversations with Natwest (pasted from their webchat): :T
An advisor will be with you shortly. While waiting to be connected, don’t forget you might still be able to find the answer to your question and many more by using our ‘Help 24x7’. During this chat you will not be asked for any details from your Card-Reader. Please note if any personal information is given, it will only be used with regards to this specific enquiry and will not be used for any other purpose. You are currently number 2 in the queue.
You are now connected with an adviser. Jabbar: Hi, you're chatting with Jabbar. How may I help you?
BOB: Online banking has a glitch and won't show my bank statements from Apr 2013 - Mar 2014.
Jabbar: Good afternoon, hope you’re well.
Jabbar: I see, let me look into this for you.
Jabbar: May I just take your full name please?
BOB: bob [xxxxx]
Jabbar: Thank you.
Jabbar: Looking on the system, I can see that the address was updated on the 06/05/14. It could be that we may have had a back to branch marker on file before this so this could be the reason why the statements were not generated for this period.
BOB: When will the problem be resolved?
Jabbar: I can see that statements were ordered yesterday, may I just confirm if these were for the above period?
BOB: Yes
Jabbar: Thank you.
Jabbar: If these were for the missing period, this would then produce the statements for this period and they may become available after 48 working hours.
BOB: When you say 'may' do you mean it definitely 'will' be fixed within 48 working hours?
Jabbar: When a statement has not been produced, it is not guaranteed than when it is ordered later it will become available online. Once ordered for the period, this may become available online.
BOB: So in other words, you can't guarantee the problem will be fixed?
BOB: It's little disconcerting that you're not dealing in absolutes; words like 'may become available' and 'not guaranteed' don't leave a customer with much confidence when it concerns a bank.
Jabbar: I understand, however as this is not guaranteed, I would rather say may than say defiantly when it is not definite.
BOB: How can a bank say a problem may or may not ever be fixed? Can't you see that's unacceptable customer service?
Jabbar: However, statements can be and have been ordered for this period to be sent by post.
Jabbar: May I just confirm, when you moved into your new/current address please?
BOB: approximately 2 years ago.
BOB: I have 2 addresses
BOB: [xx xxxxx xxxx], and [xx xxxxxxx xxxx]. Both are correct.
BOB: What is the purpose in persuading your customers to opt for online statements to save on paper, when you are now telling me I have to order these on paper in order to see them online? Can you see the contradiction there?
Jabbar: I see, in this case, as the statements have been ordered by yesterday, you will receive these by post and they may become available online after tomorrow.
BOB: That doesn't answer my question though, does it?
Jabbar: Not at all, this is only in certain cases when a statement has not been generated.
Jabbar: If the statement has been produced, this is available online.
BOB: What does that mean?
BOB: Surely, statements should be 'produced' for all natwest customers? Otherwise what is the purpose in a bank account?
Jabbar: That basically mean, if the statement has not been produced, in order for this to be produced, a paper statement has to be ordered.
BOB: But then we're back to the contradiction again; you ask your customers to opt for online statements, so why would I order them via paper>?
Jabbar: Not at all, in some cases, if there is a back to branch marker on file, this is where we have had some post returned, for security no statements are produced.
BOB: I have never had any problems with post from any other bank, yet this seems to be an ongoing issue with Natwest over the years.
Jabbar: I'm sorry to hear this.
BOB: However, that's a separate issue. You're telling me that my online statements stopped being produced a year ago, just because post was returned, yet no one from Natwest contacted me to inform me of any problem. In fact, I have been in contact with Natwest many times over the years and there was plenty of opportunity for one of your staff to bring this up. Now the moment I need to download online statements required electronically urgently by a mortgage company, you're telling me they aren't available and the problem may never be fixed. Can you see how this is unacceptable?
Jabbar: If you are unhappy with this, I can send you a link to register a online complaint.
BOB: Will registering a complaint guarantee to fix this issue?
Jabbar: No, this will not guarantee the statements to become available online I'm afraid..
BOB: There are a myriad of stories online about Natwest customers leaving the bank because of Natwests' ongoing technical issues. I keep a moderate sum of money in Natwest. To tell me this technical issue may never be fixed is quite shocking from a customers' point of view. I can now see why people are leaving for other banks.
Jabbar: I'm sorry you feel this way, however this is not a technical issue. If the statement has not been generated previously due to post being returned (back to branch marker) then for security no statement would have been produced. As this was not produced it is not guaranteed that this can be produced and generated after the period has passed.
BOB: Natwest are constantly trying to persuade us all to choose online banking statements. Why would you stop producing the online statements just because 'mail has been returned'. Postal mail doesn't have anything to do with the production of statements, online or off. You could hold off from sending them to the customer, but to stop producing them completely, and then tell the customer he can possibly never access them again, can't you see that's overkill?
BOB: In other words, my mortgage application may fall through because of this.
Jabbar: I'm afraid this is for security, as you can appreciate we would not send out any mail if the customer will not be recieving this and it will be returned.
BOB: I'm not talking about mail, I'm talking about online statements.
Jabbar: Not at all, we can still order the statements and send them by post.
BOB: But can't you see that, waiting up to 10 days for it to arrive, and then forwarding it onto the mortgage company, can mean losing a property purchase in prime central london in light of the current market?
BOB: They accept online statements for this reason.
Jabbar: With online statements, they become available once a statement is generated, if there is a back to branch marker on file, then the statement will not get generated.
BOB: Surely it should be a simple case of taking my passport into a branch with other ID, proving who I am, and then re-enabling the online statements? To tell a customer the statements may or may not ever be available, can't you see that's unacceptable?
BOB: Why did no one inform me there was a 'back to branch' marker on my account?
Jabbar: The statements will be available, however may not be online, they can be ordered and sent out by post.
BOB: But I wasn't made aware that they weren't available online! Hence I wasn't expecting to have to order them by post. I had opted for online statements, as you persuaded me to.
BOB: I was told I can access statements for the past 6 years online. I don't use this account as a regular current account, so whilst I check the balance regularly, no warning showed up online to tell me that I couldn't download the PDF statements. Since this has apparently been an ongoing issue for a year, one would expect to have received some kind of warning or communication about it, from Natwest.
BOB: If this can happen at any time, why would any customer ever opt for the online statements?
Jabbar: I understand, any feedback is welcome so I can provide this back to our technical team.
BOB: I have spoken to another member of staff about this, and she informed me it is a glitch in Natwests' systems. You're telling me it's not a glitch. The type of issue, lack of sensible reason for it, and ambiguity over whether or not it 'may' be resolved certainly sounds a glitch.
Jabbar: I see, I'm afraid it is not a technical glich, if the statement has not been produced for a certain period I'm afraid it would not be available.
BOB: I've already been told by your technical team, and a complaints handler that it's a known technical glitch that even sometimes after the statements are produced, they aren't available online.
BOB: You have also said they 'may' [or may not] be available after being produced. Can't you see that sounds like a glitch?
Jabbar: If you have spoke to the technical team and they have advised it is a glich, then this is what it would be. We just advise this is the process when ordering a statement for a certain period when the statement was not previously produced.
BOB: You advise your customers that after a statement is produced, it may or may not be available online, that there's no way to know one way or the other, and you advise them that this isn't a glitch?
Jabbar: If you have been informed by technical team and complaints team that it is a glitch, then it is a glitch.
BOB: But you've been informing me and customers, that it isn't. Also, can't you see that an ongoing glitch for over a year, is unacceptable, as a bank?
BOB: This impacts your customers' lives in a huge way. I have been property hunting for the better part of a year. I have finally found an apartment to buy. I had everything prepared in advance, and was told by Natwest that I could download the statements with the current date as soon as my offer on the property was accepted. The mortgage lender accepts online statements. Any delay can easily cause a purchase to fall through in current times, in prime London. Now that time has come, I'm being told they have to be ordered by post. By the time paper statements arrive in the post (I was told it's up to 10 working days), and the time it takes to then forward them onto the mortgage broker, and on to the mortgage lender, it's likely the property purchase will have fallen through.
Jabbar: I understand and apologies for any inconvenience caused. I wish there was another way around this however I'm afraid there is not.
BOB: HSBC & Barclays have provided online statements without any problems, Natwest is the only bank causing an issue. I appreciate your reasoning about security concerns, but online statements have no connection security-wise, to post, since online banking details haven't been posted out to me in that period. In any case, it should surely be possible to go to a branch or call up to fix the issue, and have it fixed quickly, instead of being told it 'may or may not' be fixed, and then, more infuriatingly, to be told 'it isn't a glitch', despite no one knowing how to resolve the issue.
Jabbar: If I could make the statements become available online, I would however this is the process (ordering paper statements )and we advise this is not guaranteed.
BOB: Can't you see that telling a customer 'this is the process (ordering paper statements )and we advise this is not guaranteed.' is unacceptable?!
Jabbar: If you feel this is unacceptable, I can forward you a link to register a complaint.
BOB: You're a bank, dealing in peoples' finances, not a small toy shop. Surely you can see this is unacceptable?
BOB: Providing feedback to your technical team won't help me to download the statements for my mortgage application though.
Jabbar: I understand, however there is no other way of making the statement become available online. As the paper statements have been ordered yesterday, if you log inline tomorrow. they may be available.
BOB: I was told that for today. I can see the system has been updated today, but there is a gap between the moment they stopped being produced and now.
BOB: (2013 -2014)
BOB: so clearly it hasn't worked
Jabbar: I'm very sorry, If this has not worked, I'm afraid the only other way to obtain statements for this period is via post.
BOB: So what then is the point in persuading people to opt for online statements by telling them they're available for the past 6 years? If I had stayed on paper statements, I wouldn't be experiencing any of these problems.
BOB: As a result of this glitch, I may now lose my property purchase
Jabbar: With regards to online statements, they are available up to 7 years if these have been generated.
BOB: Perhaps you should mention on your leaflets and when persuading your customers to opt for online statements, that there's no guarantee they will be 'generated' or as such, no guarantee they'll always be available.
Jabbar: Certainly, I can provide this as feedback to the relevant team.
0
Comments
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Can you give a condensed version? Nobody's likely to read all that...
Jx2024 wins: *must start comping again!*0 -
Same problem... had to do my own Photoshop statements...0
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Like the others, I couldn't read it all.
But I did have the same issue. Online statements are produced quarterly. I ordered paper ones up to the current time, but these took about a week, and in the mean time I did print to pdf from online banking which was accepted by my broker & building society[STRIKE]DFW Nerd number 729[/STRIKE]Debt Free & Proud0 -
ladyabouttown wrote: »Same problem... had to do my own Photoshop statements...
really?......... did they accept it?0 -
Fair enough that you're annoyed about not being able to view your bank statements online but there was no need to be such a knob to poor Jabbar. I hope you're feeling good about yourself now.
I guess you'd have to have visibility of everything I've gone through with Natwest the past week, being repeatedly told different things, going around in circles, and throughout it all some staff saying I 'may or may not' be able to get statements. Another member of staff told me it's a known glitch, and was pulling her hair out with the other staff who seemed to think it acceptable to tell customers 'it might or might not work.' as if that's an acceptable thing to say. Or, defiantly 'this isn't a glitch. It's just the way it works' (or not as the case may be), following on from defiantly insisting it's not a glitch, to then say 'if you've been told it's a glitch then it's a glitch.' [no apologies offered]. I most certainly am not feeling good.0 -
I tried NatWest for about a year maybe thirty years ago. Their systems were rubbish then. Looks like they're no better now.0
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Miss_Marple wrote: »But I did have the same issue. Online statements are produced quarterly.
Not the same issue. Mine aren't produced at all for approx march 2013 - march 2014, and I've been told they might or might not ever be produced. (yes, this was their 'answer').
Can you imagine going to your bank to withdraw cash and being told by the staff 'You can't have it at the moment.' and when you ask why, they respond 'It's just the way it works. You might or might not ever be able to have it. Can I help with anything else, Sir?'
because that is the sort of attitude I've been getting.0 -
(Text removed by MSE Forum Team)
Anyway, I kind of agree with the OP. Online statements should have no bearing on paper statements through the post. However, if it is Natwest's policy to halt generation of online statements in line with paper postal statements, then there's little you can do and you'll have to wait for them by post.
Have you addressed why your post was returned, thus kicking these security measures off?
I do feel for the agent, it's not his fault the market moves so quickly in London. Anywhere else in the country you'd have been fine, and he doesn't control Natwest's processes and procedures. Your best bet is to make an official complaint and see where that leads, but there's no guarantee that anything will be done about it.
Alternatively, move your money elsewhere.0 -
Yes, it's poor.Not the same issue. Mine aren't produced at all for approx march 2013 - march 2014, and I've been told they might or might not ever be produced. (yes, this was their 'answer').
Can you imagine going to your bank to withdraw cash and being told by the staff 'You can't have it at the moment.' and when you ask why, they respond 'It's just the way it works. You might or might not ever be able to have it. Can I help with anything else, Sir?'
because that is the sort of attitude I've been getting.
Can you do print to PDF from online banking ? This was accepted by my broker & building society.[STRIKE]DFW Nerd number 729[/STRIKE]Debt Free & Proud0 -
I didn't read it all as I didn't have time, but commented because I am with Natwest & was able to do print to PDF for my statements which was acceptable so thought that might be useful to the OP.
Just trying to help.[STRIKE]DFW Nerd number 729[/STRIKE]Debt Free & Proud0
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