What can I do when RBS refuse to remove a late payment from credit profile?

RBS_Sucks

@Paul

No one expects them to wrap us in cotton wool but is it so unfair to expect to be reasonably advised?

Is it so unfair to expect to know that it's actually possible to go over your limit and quite considerably in my circumstances?

Is it so unfair to expect a reasonable discussion with them rather than speaking with members of staff demonstrating bad attitude, unwillingness to assist and not considering all facts as it's 'the bank's policy'?

Is it so unfair to expect them to comply with the very terms they provided which conflict with their current actions?

I think not on all accounts and more.

RBS_Sucks

@ZX81

I appreciate these things can happen however I would equally expect some understanding from the bank that these were the causes and not to be so determined to damage a customers credit profile should this be the cause of an overlimit. Even more so when the amount attempted to be taken exceeds the contractual amount they agreed to take which is 2.25% in this example.

Dobbibill

RBS_Sucks wrote: »

Hi everyone,

I'm hoping I can find some good advice here.
James

Hi James,

Welcome to the forum.

You have received some good advice from very experienced forum regulars. I understand the advice is probably not what you were hoping to get but that doesn't make it not good advice.

I've ended up with a late payment logged on my credit profile. I make sure funds go into a bank account each month from my primary account which then covers all my direct debits as well as the minimum payment for my credit cards.

As I own my own business I use my credit cards a lot especially for bigger transactions such as international transaction which offers me a bit more security.

If you only make minimum payments to your credit card but use them for large purchases this was always going to be a just a matter of time.

My limit is £12,500 however for some reason RBS let this go upto just under £14,500 which I think is ridiculous but I didn't know I was over my limit as I complete so many transactions. The problem arose when they tried to take the difference between my limit as well as the minimum payment amount which I wasn't aware they would do and wasn't expecting so correct funds quite simply weren't available in that specific account.

After speaking to the complaints team (Hi Jobsworth, I hope you're well) they tell me they won't remove the mark from my credit profile and that it's in their terms and conditions that they can do this. This is actually not true but they simply won't listen to my complaint and told me to contact the Ombudsman if I don't like their response. I spoke to both an advisor of which their attitude is astonishing and I can only assume they forgot they were speaking to a customer rather than a rodent.

They have listened to your complaint but unfortunately haven't agreed with you. As annoying as this is, it does sometimes happen.

I've went over the terms and conditions with a tooth comb and the defence they use is that a part says if you go over your credit limit there is a £12 charge. Surely the purpose of setting a credit limit is that you cannot go over and to create matters like this? The defence they used was that what if it was an emergency and I couldn't get home however surely a small amount would be required and not the best part of £2000 as was allowed to happen.

Further to this, the minimum payment on my terms and conditions states to be either 2.25% of the balance or £5, whichever is greater. They tried to take the £2000 as well as the 2.25% which is more than the agreement states.

Either way I feel they have broken the terms of the agreement and are responsible for this matter happening yet they refuse to accept this and tell me they won't falsify my credit profile.

Please find a link to a 'sample credit card agreement' below, I found it on their website.
http://personal.rbs.co.uk/content/dam/rbs_co_uk/creditcards/downloads/rbs_reward_sampleagreement.pdf

The bit you need for your circumstances is section 2 and 14-j (ii)
section 5 also gives you permission to walk away without giving a reason.

Further to this, the original advisor told me he had made his final decision and that I would now have to go to the Ombudsman

You have that option and it's free, if your still unhappy you can go to FOS.

I do understand you're not happy but the bank are not at fault on this occasion, from the information you've given.

You need to learn from this and move on, don't let it happen again. If you are in a position to pay off the credit card then that may be a better option to avoid this happening in the future and to save on interest charges.
Other than that their website says you can set up text and email alerts.

All the best

Dobbi

Paul_1977

RBS_Sucks wrote: »

@Paul

No one expects them to wrap us in cotton wool but is it so unfair to expect to be reasonably advised?

Is it so unfair to expect to know that it's actually possible to go over your limit and quite considerably in my circumstances?

Is it so unfair to expect a reasonable discussion with them rather than speaking with members of staff demonstrating bad attitude, unwillingness to assist and not considering all facts as it's 'the bank's policy'?

Is it so unfair to expect them to comply with the very terms they provided which conflict with their current actions?

I think not on all accounts and more.

You would have signed paperwork when you opened the account. You have been advised, you have signed to confirm.

Where are they failing to comply with their terms?

Were the staff being rude in attitude, or did you consider them rude because they can't do anything for you? They are working from the bank's policy, they can't deviate from that, otherwise they will be out of a job.

RBS_Sucks

@Paul

Yes I have signed and agreed however part of my point being that the terms and conditions do not specifically mention either the ability to exceed the credit limit nor the ability for them to take the full amount over the credit limit. It only states the minimum payment to be either 2.25% or £5, whichever is greater.

With that in mind I believe the terms and conditions need to be clearer and certainly updated.

I requested copies of my exact contract as well as current terms and conditions so I've read up on this.

With the above in mind I believe they acted outwith their terms and conditions which you may view as a failure to comply.

I realise it's easy for people to get worked up when things do not go their way however I can assure you I remained calm and polite throughout the phone call even with the advisor constantly speaking over me. I assume the advisor then communicated to the manager what type of customer I was (with a few choice names) in which the manager seemed to have an instant bad attitude before I had anything more than 'Hi' to say.

Truly a bad bank to deal on the basis of my current experience and at this stage I would not be recommending them to anyone.

Paul_1977

I have called RBS a number of times and they have been one of the nicest banks to deal with.

The other month I entered the direct debit details for my RBS credit card wrong, and the first payment failed, RBS charged me for late payment. They sent me a letter about it.

However when I called them, they explained I had made a mistake, in so many words, I said sorry, they refunded the charge.

RBS_Sucks

@ Paul

I deal with several banks due to the nature of my business and I can say without a doubt that RBS are the worst bank I deal with. Everything is a hassle for them and the customer service is simply not upto par with other banks. I called last week to make a bank transfer via telephone as I did not have my card reader with me and you would think I was trying to rob the bank with the way I was being dealt with. Bad attitudes and a poor service are received throughout.

So far Bank of Scotland have been my favourite bank to deal with both in features and the service you receive with them. As much as it's a hassle to change things over I think I will gradually look to migrate to them however this missed payment they have lodged against me will have done some damage.

boo_star

Go to the Ombudsman then.

What are you going to gain by asking a forum?

I mean, every response is correct but if you have a problem with it you need to dispute it via the FOS.

RBS_Sucks

@Boo_Star

I've been typing up the Ombudsman response for submission but I see no harm in sharing my experience with the forum with the possibility that someone adds something useful or that I wasn't aware of beforehand.

I'm not sure asking why I'm posting on the forum is much use to the forum either however I guess you must have your reasons.

PeacefulWaters

You went over your credit limit.

They reported to the CRA that you went over your credit limit.

It's not exactly inaccurate on their part, is it?