Natwest are closing my account after 27 years......

whiteswan

Hi

I have a Natwest Current Account opened in 1990 - have an o/d of £5000 on it but I think I have only ever used it on 3 occasions - and it was repaid immediately the next month.

Just a run of the mill account - wage goes in / dd's come out - nothing spectacular.

However last week I had cause to telephone Natwest and request a telephone transfer of some cash from my account to a new savings account with another bank.

Usually I would do this myself via online banking - with my card reader - but the battery had gone in it so I telephoned in to do the transaction.

At this point I need to point out that I record ALL calls to banks/sky tv/ utility companies etc just in case there is ever any discrepancy in what they tell me they are going to do - (and also because I have had 2 small strokes and my memory is not good at all) - and what they actually do. I have only needed to use this on one occasion in the previous 5 years.

I politely explain that I am recording the call at the beginning of each and every conversation - just like they do ;-)

The lady who I spoke with at Natwest seemed to be having a bad day.

She asked why I wanted to make the transfer - I explained battery in my card reader had expired. She said that she didn't mean that - what she meant was why do I want to transfer the money.

I explained that it was to go to a savings account. She went on to say Natwest had better savings accounts etc - I politely said I just want to transfer the money please.

I was asked to clear security..........which was done with no problem.

She then asked me why I didn't do the transfer when I went into the branch earlier that day. I explained I hadn't been in a branch that day. She insisted I had - and that her system showed this.

I politely said again that I hadn't. She asked how a payment had gone in that day via a branch if I hadn't been in. I explained a friend had paid in for me using a paying in envelope through their post box deposit system they have in their branches.

She asked me to clear security again..............which I did.

She then asks me why I didn't go and pay it in myself.......I declined to answer and said that I had cleared security twice - I had confirmed details of 2 direct debits etc that I have on the account and could she please complete my request.

She asked again why I didn't go to branch myself.......eventually I explain because I am disabled and its not easy for me to get to a branch.

At this point I say I feel that she has overstepped the mark and that I really appreciate that Natwest are looking after my money by establishing it is actually myself on the telephone - but this in my opinion has gone beyond that.

I explain I have completed security twice - as well as the automatic telephone security before you get through to a person and could she please do my transfer.

She explains that she will only do my transfer when she is happy with my responses.

At this point I ask to be transferred to complaints - she goes away - comes back and says they are busy but I will get a call in 48 hours (this was 7 days ago - still waiting)

I asked will she do the transfer - she says yes and ends the call.

Two hours later transfer still not done - so I call back - apparently the lady had referred it to fraud department - the gentleman completed security with me - and transfer happened instantly......

3 days later (Saturday Morning) - letter from Natwest - they are closing my account - 60 days notice - wont give me a reference and wont explain why.

It seems after googling they can do this - they can choose who they want as a customer.

I wasn't threatening, abusive............not even a raised voice - so be careful when asking to put a complaint in with The Natwest.

Not too sure where I stand now with regards to a bank account - I have checked my credit file (for what its worth - I know the scores are meaningless ) with Experian and have 999/999 rating - so hopefully wont be a problem - obviously not within RBS group.

Dave

Browntoa

Move to nationwide , if you have a friend who has an account you both get £100 for being referred (ignore PMs from member here) or Marks and Spencer Bank

Both UK based call centres

Nationwide is easier as you can go in branch with your ID

Ben8282

How much cash did your friend deposit in the envelope earlier in the day?
How much cash did you want to transfer to the new savings account?
Are such cash deposits into your account normal?
Are such transfers out of your account normal?

EachPenny

The activity on your account (money paid in by 3rd party, cash(?), transferring it out same day etc) could appear to be suspicious, but shouldn't lead to your account being closed. Neither should having a robust (but not rude or offensive) conversation with customer service. Or making a complaint about the service you recieved. I'd be surprised if any of this was the reason for the account closure letter.

Possibly more likely is you have triggered an ID check, which other posters are reporting with a variety of other banks. Did the letter actually say the account was being closed, or did it say the account would be closed unless you provide ID documents?

If the circumstances of the call are exactly as you described and your account is definately being closed then I would be making a written complaint asking for the reasons why they are doing this. They may have the right to close your account, and they may not have to give you a reason why - but you should ask, and ask them to reconsider their decision.

mgdavid

Ben8282 wrote: »

How much cash did your friend deposit in the envelope earlier in the day?
How much cash did you want to transfer to the new savings account?
Are such cash deposits into your account normal?
Are such transfers out of your account normal?

^^^^
this...
if these two transactions are infrequent or rare then from the outside it looks definitely dodgy.

EachPenny

mgdavid wrote: »

^^^^
this...
if these two transactions are infrequent or rare then from the outside it looks definitely dodgy.

Looking dodgy is one thing, closing an account due to a dodgy looking transaction with a completely reasonable explanation is something else. There is also no legal requirement saying only the account holder can pay money into an account. For people with mobility impairment having friends or family pay money in is a lifeline.

PeacefulWaters

EachPenny wrote: »

Looking dodgy is one thing, closing an account due to a dodgy looking transaction with a completely reasonable explanation is something else. There is also no legal requirement saying only the account holder can pay money into an account. For people with mobility impairment having friends or family pay money in is a lifeline.

The transaction pattern mirrors a form of money laundering.

Time for the OP to (1) open a current account elsewhere and (2) proactively complain, playing the disability card.

newatc

Sounds shocking behavior by the bank to a long standing customer to me. Common sense lacking. Doubt that anything will come of the complaint though.

I would just move on Whiteswan and take advantage of switching and interest deals.

Shakin_Steve

I had had reason to ring Tesco bank twice since I opened my account. On the first occasion the CSR was helpful and chatty, on the second they were tetchy and confrontational. It leaves a bad taste in the mouth, but I don't record calls and making a complaint seems a bit OTT.
Next time I get an email from Barclays asking if I think there's any way that they can improve their service, I'm going to suggest that they use the same system as Sky and others use, where you get a text message each time you contact CS, so that you can score the call handler, and rate your satisfaction and would you recommend to a friend etc.

EachPenny

Shakin_Steve wrote: »

...and making a complaint seems a bit OTT.

If the OP has carried out a lawful transaction, and if they behaved appropriately on the phone, and if Natwest are actually closing the account because of their suspicions about the transaction then the OP has every right to complain and would be more than justified to do so.

Closing the account because ID is requested and not provided would be fair enough, as would closing it because of actual unlawful activity.

But closing it because the customer asked someone else to pay in money because they were unable to do so would mean the bank needs to reconsider their policies to ensure they are not discriminating.

It is in the interests of all banking customers that banks are not simply allowed to close individual accounts on a whim - it might be their right to do so, but it is a right that should be exercised with an element of fairness.

I still think there is more to this than a simple reaction to a percieved 'dodgy' transaction.

Shakin_Steve

Yes, I agree EachPenny. I was talking about my phone call, sorry.