NatWest Switch Gone Wrong

deadmaninc99

Hi

I decided to switch my bank account to NatWest on 18th October for the £150 incentive. My application was approved and everything was going well. I received my online banking and mobile app login details, my new card and PIN arrived and I got confirmation emails and text messages telling me my account was open and ready to use. To test that all was ok I transferred a small amount of money over to my new account and that went fine, so I told my employer about my new bank details so my wages would be paid in.
Then without any notice, my account access was disabled. When I had the time, I went to my nearest branch to try and get an explanation. They said I should wait for a letter in the post. The letter eventually arrived on 24th October and it said my account was closed, they do not have to give a reason and I should contact a branch within the next 14 days to get my money out of the account.
I went back into the branch and they said I can get my money back on 29th October. When I phoned the account closure number to verify this, they refused to tell me why it had been closed, which I think is poor, but legally they don’t have to. They then said that my funds are restricted and I would not be able to access them on Tuesday and I had to phone back in 14 days for an update!
While all this is happening, I’m still getting emails saying the switch is running smoothly and there are no problems. The person on the end of the account closure phone number said the switch was completed on 24th October and said that I had to phone back in 14 days, during which time I would have to source money from elsewhere to pay bills etc.
In an ideal world, I’m rich and don’t care, but in reality, not everyone can just find a months wages from thin air or rely on friends and family to bail them out. NatWest have not only refused me access to my money, but caused a huge amount of stress as I now don’t have my wages to pay my bills. I would understand that people might say why did I get my wages paid into my new account when it was not completed, yet I had all the confirmation from NatWest saying that it was all ok.
I’ve been told 3 different stories of how and when I can get my money, the branch said Tuesday, the letter says to go into branch to arrange and the account closure team say I can’t access for at least 14 days.
Has anyone ever experienced a similar situation?
Can the bank hold my money, despite my attempts to prove who I am?
What do I do if they don’t give me my money?

Any advice as to where I stand would be appreciated, as right now, the stress level is very high!

colsten

That sounds an awful mess. If you haven't yet, you should raise a formal, written, complaint. Keep a copy of your complaint, and also make notes of the dates and names of people you spoke to.

https://personal.natwest.com/personal/support-centre/how-to-complain.html

deadmaninc99

I’ve got 2 complaints in. One for the handling of the switch and one for the fact I’ve been given different information from different people. The worst service I’ve ever had. Just don’t know if they can legally hold my money like that.
My thinking is there is no harm asking on here. Once it is all sorted I will be making sure they delete all the information they have about me on their systems and I will never use them again for any service.
In the meantime, I’m stressed and have no access to money I need to pay my bills.
Does the switch guarantee cover me for any costs incurred?

YorkshireBoy

deadmaninc99 wrote: »

Does the switch guarantee cover me for any costs incurred?

Not expressly. It just cover any costs incurred on the new and old accounts if the switch itself fails, and these costs are borne by the new bank. But that doesn't appear to be the case here?

I'm struggling a bit with your dates. You seem to be saying you initiated a switch on Friday 18th October, and that the switch completed just 4 working days later on Thursday 24th October. That can't happen with a 7 working day switch can it?

I wonder if you've somehow failed to comply with their request for ID? Maybe digidocs or something?

deadmaninc99

That’s exactly it. I requested the switch to be completed on 28th October. I received emails and texts confirming what stage it’s all at and then I get this letter saying the account is closed. I phone up and am told the switch was completed on the 24th which is not the case as my old bank confirm my account is still open and the balance has not been requested by NatWest.
They’ve never asked for ID, other than my driving licence number on application.
It’s a total mess, but it’s not the bank’s problem apparently! So why do they say I can’t access my money? If they would at least tell me why it would be some comfort, but they don’t and they say my funds are inaccessible. They will give me an update when I phone up in 14 days!! That’s not to say that I won’t get my money then either. Yet the switch emails and texts continue to come through.
Obviously the different NatWest departments don’t communicate and don’t care that they have my money and won’t release it to me at all. I’ve yet to try my card and PIN at a cash point but I may try to see if it works.
Just very stressful and worrying as I’m not sure what’s gone wrong at all! The worst possible situation and no one at NatWest will help me.

Ben8282

It's not the switch that has gone wrong is it? What has gone wrong is that, for reasons not known to us, Natwest don't want you as a customer. You may be able to guess at what the reason for this may be, we can't..

I would say though that this has all happened very quickly. You instigated the switch Friday before last 18th October, In an exceptionally short period of time, the account has been opened, you have received debit card and PIN, made a test transaction, informed your employer of the new bank details and had your salary paid into the new account
You say that you lost online access to your account then 'when you had time' went to a branch and were told to wait for a letter which 'finally arrived' last Friday 24th October.

deadmaninc99

Even I can’t guess why they don’t want me as a customer, but that doesn’t bother me anymore. The fact they sent me a letter saying the account was closed, yet continued to email me saying the switch is proceeding as normal, but refuse to give me my money despite a letter saying to contact a branch within 14 days to get my money, makes it impossible for me to know where I stand as a consumer/customer.
How can they legally hold my money indefinitely?
What do I do?
Clearly that’s not something they care about, but the best I can hope for is my money back sooner rather than later. I honestly don’t care what’s gone wrong, my point is they have given several different answers to my question of how and when do I get my money back.

Yes I’m angry and stressed, but who wouldn’t be in my situation?

Would be nice for someone at NatWest to be sympathetic and honest and give me my money back. If that’s too much to ask, then how can I trust them as a bank? How can anyone?

Thrugelmir

deadmaninc99 wrote: »

so I told my employer about my new bank details so my wages would be paid in.

Did the funds arrive before the account was blocked?

born_again

deadmaninc99 wrote: »

Once it is all sorted I will be making sure they delete all the information they have about me on their systems

That will not happen.

If you old account is still open then either you did not use the 7 day switch service or Nat West cancelled the switch before requesting old acc details.
Dates & times do not make any sense.

deadmaninc99

My wages were paid in after I received a letter saying the account was closed. I paid a small amount in before that.

As for the timings, they don’t make sense to me either. I used the switch service but I’m getting a very mixed message from them, so I don’t know what has happened or why.

I just know that I need my wages and if they don’t return them to my employer, they surely have to let me have access to it.

What legal reason have they got for not allowing me to have my wages?

Ed-1

deadmaninc99 wrote: »

The person on the end of the account closure phone number said the switch was completed on 24th October

The switch was likely terminated on 24th October. Despite what is commonly believed, it is possible to terminate an account switch in situations where a bank withdraws the facility or declines an application after account opening once the switch has started. They can decline the switch during its progress, although a customer can't.