Rbs nightmare!!!

gjenno05

Hello, this is going to be a long winded post unfortunate but I need some advice.

In late 2013 I have some financial trouble with and my RBS account and loan acquired some arrears. I had a £2000 over draft and about £3000 left to pay on a £5000m loan. I made monthly payments of £129 towards my loan/

I contacted the bank and made a new arrangement to begin repaying the amount as the direct debit had been cancelled. I then got in more financial trouble and in January 2014 I decided to seek some help from my parents and we agreed to go into my RBS branch and try and speak to someone. We made an appointment and went in.

We sat down and I began to explain my situation to the branch manager who was very understanding but when she logged on to my account she then said she could not talk to me as it was with the collections department. So I sat in her office and had to call the collections department and speak to an advisor. I was on the phone for approx. 1 hr 30 mins!!

We agreed that I would make a repayment of £265 per month for one year and that would clear my load in one year and then a new agreement would be sorted to clear any arrears. This payment would go out on the 26th of every month. We left and everyone was happy.

Come the 26th of January I check my bank and the payment had gone out..... I looked a few days later and the money had gone back into my account and the agreement had been cancelled. I then received a letter stating that I had broken the arrangement and the debt collection process had started!! I called RBS and explained my situation. I was told it was a technical error and that it would not happen again... however I had to stay on the phone for another 1hr30 and set up the repayment plan again. I had to go through my incomings and outgoings etc.....

February 26th 2014.... The payment goes out and then a day or so later the loan is cancelled and debt collection letters are sent out!!!
I had to repeat the whole process again!!!!!
I complained via the online complaint form and it was investigated and I received £100 compensation and phone call refunded.
The complaint was then classes as ‘resolved’ by the RBS.

This happened every month until September 2015. Every month I was told it was a problem with the ‘system’ and the ‘system’ could not be over written.
9 months I had to call and then complain and then be told that the complaint was resolved. They would not look at the whole story just each individual assurance.

While this was happening I was still living in my overdraft. In July I was on my way to a business meeting and filled my car up with petrol. I went to pay and my car was rejected. I knew I had money in my account so check online. RBS had removed my overdraft with no warning or indication this was going to happen!! I had to ring my partner who paid for the petrol over the phone. I called and then added it back on 4 days later. I missed my business meeting and potentially £3000 contract.
This happened twice and the second time I was left with no money and unable to buy food for a day. This has made me paranoid and every time I go into a shop I have to check my banking first and I am scared of the embarrassment.
Every time I call RBS I have to explain my situation to a new person involved in my account. A simple phone call will last no longer than an hour.
So I took my case to the Ombudsman. I sent them all the documents, all the communication and told them everything had happened.

3 months later then contacted me and explained that RBS had resolved every issue that was raised!! They informed that all I had to was call and start a new agreement and then I will be able to pay back what is owed!! I HAVE BEEN TRYING TO DO THAT FOR OVER A YEAR AND RBS HAVE BEEN STOPPING ME!!!!

So to date 21/05/2015 - I SHOULD have paid off everything I owe to RBS but instead I have only been making the odd payment due to the Ombudsman been involved.
The Ombudsman has a direct line to RBS and deal with the same people….. I do not have this luxury.
They asked me if I wanted the case to be re investigated and I have said yes….. So I am waiting for their response.

I do not know what to do!! This whole situation has had a real negative effect on my health. It has cause depression and anxiety attacks. This is hard to admit but it is pushing me to places I do not want to go.
Can anyone offer some advise???

Thanks

eskbanker

Difficult to defend what RBS have done (and not done) here based on the above but I don't understand your comment that "I SHOULD have paid off everything I owe to RBS but instead I have only been making the odd payment due to the Ombudsman been involved" - surely if you committed to a plan of paying £265 every month to pay off the £3K then by now you should have done so, regardless of FOS involvement or RBS incompetence?

Also, in your other post you say you have £20K but concerns about your credit status for mortgage purposes - surely the sooner you get your debts sorted out then the sooner you'll be back on an even keel, even if that means paying the debt off with some of the deposit and deferring your property purchase?

gjenno05

Thanks for your reply,

RBS never let me make a payment. Every time the money left my account it was then refunded a day or so later. So I would need to call up every month and set up a new payment plan for it to be cancelled the following month. If the plan had not been cancelled every month the the loan would now be paid off.

Since the FOS have been involved RBS have been very helpful and told me not to make a payment until the issue is resolved. Its funny how they are helpful once they are involved.

My 20k is purely for a house deposit. I am unable to dip into that to pay off my loan. I would have no issues paying for my loan but RBS are not allowing me to do so.

My credit status is down to mistake I made a couple of years ago but I have worked hard to get back into a positive sitauation... apart from the RBS issus.

eskbanker

gjenno05 wrote: »

My credit status is down to mistake I made a couple of years ago but I have worked hard to get back into a positive sitauation... apart from the RBS issus.

Yes, that's why I was suggesting throwing everything at RBS to clear your debts there, since that situation could hamper your ability to get a mortgage. Even if everything had gone to plan as at the start of 2014, the payment plan arrangement probably wouldn't have looked too good on your credit files (in the context of seeking substantial further credit in mortgage form), how does the whole saga look there now?

I appreciate the desire to ring-fence a property deposit but can't really square that with not being able to buy food, petrol, etc, especially if the debt default position is actually compromising your ability to actually use that deposit....

gjenno05

Thank you,

I have always been able to buy food petrol etc... I have a very good job. It was only when RBS removed my overdraft without telling me that it became an issue as I have no other funds on me at the time.

I completely understand what you are saying about the deposit but that was a gift and not just mine but my other halfs. The advise I was really after was just how to play RBS. The way RBS have treated me is not on and I feel like the big company is going to squash the little guy.

I could start paying RBS back but whyshould I be made to call once a month and set up a repayment plan?? It is a simple task that they mess up and I get debt collector letter and threats for there mistakes.

System

You seem to be using RBS' technical issues to hide your issues.

Overdrafts can be revoked without notice, end of story. As for them unable to setup payment plans, there was nothing stopping you from putting that money away in an account (or even in cash) to be provided to RBS for repayment of your debt.

The situation is clearly frustrating but by not putting aside those funds, you've added to it!

colsten

Why don't you just pay off your debts in one go and your are done with it? It's not as if you would get loads of interest on your £20K, but your debt will follow you (on your credit files) for years on end if you don't settle it, and it might well stand between you getting a mortgage or not.