Natwest didn’t update my address

Loulou1212

Just recently applied for a mortgage to be told that I had a debt on my file.

I bank with Natwest. Moved house 4 years ago and updated my address details. Natwest only updated my address on my debit cards and not my credit card.

I thought my c/c was paid off but turns out it wasn’t. I have raised a complaint that I never received any letters as they sent this to the wrong address. I have paid the amount in full and asked for this to be removed from my file. Can anyone advise what they think the outcome will be?

Many thanks

[Deleted User]

If fhey accept fault, it should be removed. If not, it won't.

ashe

How did you update address with them? Can you evidence that you did it on both cards?

I used to work for a credit card company and it was probably the most common misconception customers had that the bank and the credit divisions were basically the same company but different departments. Generally they will be ran as separate companies often in different offices/regions and may not even get on that well (as is the case for the one I worked for and our parent bank). Customers would often ring up and change their address and then later complain we didnt update this on their bank account. When you would look at the request it would make no reference to it - where it did we would usually forward it on if details were provided, otherwise contact the customer.

Best call them up, see if they accept the fault, if not then ask for copies of calls (may only be kepr for a period of time), notes on accounts (may need subject access request), emails, letters etc.

If you cant evidence that you specifically asked to change the address on the credit card directly, then it probably falls into an oversight on your part and the default wont be removed.

Loulou1212

Hi

I went into branch the day I moved house. They have admitted that they didn’t update all records only my current account.

I genuinely thought it was clear. It wasn’t a lot of money and yesterday when I found out I cleared the amount. They have raised a case and it’s being investigated. I’m praying it will be removed.

Loulou1212

They have admitted on the phone they didn’t update my details. I should know by tomorrow if they will remove it. Fingers crossed.

stclair

NatWest Credit Cards are on a different system and I don!!!8217;t think branches have access to it. They have to be notified separately.

ashe

stclair wrote: »

NatWest Credit Cards are on a different system and I don!!!8217;t think branches have access to it. They have to be notified separately.

Whilst true, they probably have a mechanism for informing the credit card division of the change as long as the customer asks them to do this. We would regularly get change of address requests from the bank and that’s fine - it’s where people assume it’s all one change and everything is done for them it falls down, which doesn’t appear to be OP’s issue

Loulou1212

Great news they have admitted fault. After speaking with 3 different advisors, I received and email today apologising. They are removing the default and giving me compensation.

Thanks for everyone!!!8217;s advise