Account Switch failed..advice needed

dianna8106

Good evening
i hope you are all doing well.
i just really need some advice on a cheque i received from Natwest.
around mid February i did an account switch from HSBC to Natwest. every thing went fine they approved me and sent me the card the pin and the paperwork.
but when i went to the cash point the machine said we cant complete this action right now, after speaking to many customer service advisers i finally logged a complaint. because with Natwest the sort code is on the card but not the account number so i could not get any customer service people to believe i was me and tell me what is going on.
i received a letter yesterday saying that they do agree that received poor customer service and but that they have investigated the complaint and decided they will terminate the account, they sent me a £25 cheque for stress and inconvenience. they also stated they are not willing to negotiate on this decision.
so please if this was you what would you do?

Chino

dianna8106 said:

so please if this was you what would you do?

Open an account with a less incompetent bank.

born_again

So had you set up any sort of security for phone banking?
Take their £25 and go elsewhere. 

Thrugelmir

Did you take your debit card into a branch to show them? 

Ed-1

Thrugelmir said:

Did you take your debit card into a branch to show them? 

The account number isn't on debit cards across the Natwest group.

dianna8106

no unfortunately no i didn't go to branch, i did use phone and chat they kept advising me to wait as maybe things were running late with corona. until the lock down happened and they did actually say corona was the reason for the poor customer service. 

jonesMUFCforever

So did the switch take place - and then it was closed due to the tone of your complaint?

dianna8106

no my account didn't switch although i had card and the pin i wasn't able to log into online banking or mobile without the account number.  eventually one of the agents advised raising a complaint to get someone who could work out what was happening. 

badger09

Did you actually receive notification that the NatWest account was open, and the relevant details - sort code, account number? What happened to your HSBC account?
When was the switch due to take place?

billyrees

My account is due to switch in a few days, but I've only just saw that they pulled the £175 offer on 20th March. I applied before that announcement... Have they totally scrapped it no matter what?

penners324

What were you trying to do at the ATM? Withdrawal cash? How did you get cash into the account to then withdraw it without the full account details?
Sounds like you jumped the gun on using the account before it was fully open and you had online and telephone banking access.