Natwest Advantage Gold account - Refunded

Crazy_fem

About 2 years ago we downgraded our Advantage gold account as we did not want the benefits and had been unhappy as to why we had to pay these fees for the past few years. After reading on here about people claiming I made an appointment with my bank and went in to see them. We complained about the charges and they said they would look into it. Thankfully we had downgraded over 2 years ago so they could see that we didn't want it. I was at the bank on Wednesday last week. Today (Monday) we have just under £1000 credited to our account which was pretty accurate. Very grateful for being able to actually get it back and it was pretty easy to do. They do try and question you a lot so make sure you have all your details with you and try stay calm.... I had to bite my tongue a few times with the silly repeated questions they asked.... but for the outcome it was well worth it. Hope this is of help to someone. Take care.

maggy50

I wrote to Nat West with my complaint regarding my Advantage Gold account and they rejected it 6 months ago then I forwarded it to the FOS

My complaint was upheld by the FOS I had a letter from RBS last week asking for my bank details as I am no longer with them .

Today I have found my refund has been paid £1600 to my account , quicker than I expected.

Do not give up if you have a genuine complaint.

Laurajane1984_2

Hi

I wondering if anyone can help , I've recieved a letter today from Natwest saying because I down graded account in 2009 they will not be looking into my complaint . I have explained the situation and I was not given the knowledge that I could complain back in 2009 , but the answer was not interested!!!

What do I do? Is it worth going the FOS?

elaine_s_2

thanks martin used your template letter to claim charges from RBS posted on Feb 26.Received a cheque for£2538.57 on Mar 10

roughyed186

Hi Elaine which template letter did you use I'm looking at doing this myself.

roughyed186

found the template only thing im unsure of is do you send this to the local branch or is there a specific complaints department for the RBS if anyone could help it would be appreciated

Nasqueron

roughyed186 wrote: »

found the template only thing im unsure of is do you send this to the local branch or is there a specific complaints department for the RBS if anyone could help it would be appreciated

http://personal.rbs.co.uk/global/support-centre/how-to-complain.html

strong8096

they never acknowledged my letter of complaint that they signed for, last night emailed it to the ceo, this morning got response they were urgently looking into my complaint as they apologise for not responding, anyone had joy from going straight to ceo´s office

Nasqueron

strong8096 wrote: »

they never acknowledged my letter of complaint that they signed for, last night emailed it to the ceo, this morning got response they were urgently looking into my complaint as they apologise for not responding, anyone had joy from going straight to ceo´s office

CEO's PA (not the CEO) will just have forwarded it to someone in the PPI complaints department and told them to get on with it hence the standard apology email you got. Emailing CEO should be a last resort thing not skipping the normal complaints procedure. Hopefully you will get a response soon.

puglover_3

The same situation has happened to me today.
I lodged a complaint via telephone to say that I downgraded from Advantage Gold at a review meeting in March 09 after I had recently been made redundant with my then relationship manager. It was established that I had no need for the account. I was advised that it had been open since 1999 and I thought the charge was in relation to my overdraft.
For the duration of when I had the AG account I had a company car and company mobile which were covered by the companies insurance and would not have agreed to purchasing this product. To reinforce the fact I was in financial hardship the relationship manager arranged for a loan I had to be extended therefore reducing monthly payments.
I gave all this information to the complaints team at 8.09am this morning and they came back at 3pm to say that they were not upholding my account due to the length of time I took to raise the complaint.
I informed them that I did not realise at the time I could complain and in fact there should have been some duty of care at the meeting and advice to do this give my financial situation (hardship).
Due to the media it struck a chord and I went through some paperwork to find I had had the AG account and that is why I was complaining.
I asked the complaint handler what investigative work they had done to come to the decision but she would only talk about the timescale as the reason for rejection.
I am aware that you can complain outside the 6 year timescale and feel that this is unfair as my account number is still the same and active and they have full records of the AG account which I downgraded from.
I really believe that no investigation has taken place today and they are trying to fob me off with the timing issue.
Can anyone give me any advice as I feel that I would like to complain about this to the CEO.

Cathylove79

how long did it take between fos upholding complaint and RBS getting in touch? I have been waiting 3 weeks now - similar situation I no longer bank with them.
Thanks