Natwest Advantage Gold bank charges advice please

15365

Hi,

Some background info regarding my case...
I complained about my AG account on June 19th this year. There were 3 main reasons for the complaint; I was told that by having the account I would have a better chance of getting the loan. When I tried to down grade the account,I was told that it would effect my loan and overdraft. I never used any of the benifits that came with the account. There is greater detail to my complaint points but I have just listed the main points for the time being.
I contacted NW on 19th ofJune with a short letter complaining about the fact I was told I needed the account to get the loan .I thought that they would have contacted me to discuss the complaint in more detail.I heard nothing for over 8 weeks so I rang them to ask what was happening. They told me that they sent a letter on the 10th of August rejecting my complaint on the grounds that I had 2 loans prior to having the AG account. I gave them new info on 25th of Aug and they opened my case again. I received a letter on the 12th of this month rejecting my complaint again as they say they can't find any evidence that I tried to downgrade the account. I rang the NW case officer today to discuss the decision. I asked her to check the date of my loan and the date of when I took out the AG account. She put me on hold for 5 mins to go and check. She came back and confirmed that the dates were 2 days apart. I told her that I wouldn't keep a product that I was paying for if I didn't need or use it. I didn't downgrade the account as I was led to believe that it was attached to my loan and overdraft.They have offered to open the case for a third time, but I don't think they willl change their mind. I have logged my complaint with the ombudsman ( in greater detail ) and they have sent me the forms. I not sure if I should wait another 8,, weeks for a third response from NW or just go through the ombudsman. Any advice would be appreciated and I can supply more details if required. Cheers.

15365

I've had no replies on her, but for those who have read my post and are interested in the case. ...I sent the information to the ombudsman yesterday.

15365

For those that are interested or following this, the ombudsman adjudicator upheld my case. Don't be put off by comments on these forums about the fact that the AG account came with s preferential rate so your not entitled to complain. All AG accounts came with the "special" rate so if this was the case, very few people would have grounds to complain. All cases are different. The ombudsman are extremely helpful and they took everything into account before making there decision. The Natwest did not question the decision and they agreed to pay back all my fees without dispute. If in doubt give them a call and just be open and honest with them. Gather all your evidence and they will look into everything for you. They will Look at evidence from the bank too before making their decision. The whole process is pretty quick and worth going through if you feel that you have a genuine case.

chambta

Once upon a time there were better rates for packaged account holders but there was no obligation to keep the account once the loan was opened.