Natwest seem to be charging me for a bank account I can't access, didn't know I had and do not want

Andyhollingtom

Back in about October Natwest were offering £125 for people who switched to them (I think I found about it via this site). So i tried to do it and almost as soon as registering I received a text saying that the switch had failed. I decided not to persist and go on with my life. I never received any details relating to the account but I did receive a card and pin I never activated nor intended to use. I know at this point I should probably have looked more into closing the account but I didn't see any reason to do, maybe one day I would actually want it.
Today, I received a text from them saying "Since your last alert, your account ending *** has remained over its agreed limit. Pay in clear funds today, 13 JAN to prevent fees being charged." Evidently, this account must have a charge and somehow I've gone into the overdraft I can only assume? While this in itself is frustrating, I would have been more than willing to pay a small charge and quickly sort it out. But looking back through the few emails they have sent, they have never sent me my account number. It is also not on either of the two letters (1 for the card, 1 for the PIN) I recieved. They've never sent me an account statement or any other physical letters. They have invited me to register for online banking but this requires an account number. As such I cannot access my account in any way. I tried phoning them and was left on hold for over an hour so I contacted them via twitter and got told the only option was to go into a branch to close the account. Obviously being in lockdown, I don't really want to go into a branch but guess I have no choice.
I don't like the fact that I'm supposed to pay charges on an account I've never been given the opportunity to access but presumably they will be charging me every month but I have absolutely no way of knowing? I do not want the account and I have never used it (nor been able to).

Thrugelmir

Can you not pen a letter? 

d63

is the account number not on the card?

Andyhollingtom

d63 said:

is the account number not on the card?

No, apparently RBS group haven't put them on in a while. No idea why, it would make so much more sense

missile

Andyhollingtom said:

d63 said:

is the account number not on the card?

No, apparently RBS group haven't put them on in a while. No idea why, it would make so much more sense

Really? When did that happen?

kaMelo

Switching a current account is a two stage process, both of which are independent of each other.
Before a switch can take place an account needs to exist, this is usually a new current account but an old account can also be used in some cases.  In your case you opened a new account and it exists. The switch process happens after the account is created, whether it takes place or not does not affect the opening of the new current account.

You could have signed up for a Select Current Account on which there is no monthly charge.
By being charged for the account I'm assuming you signed up for a Rewards Current Account instead which would clearly tell you before applying that there was a £2 a month fee for the account.
As you intimated, you knew or had a good idea at least, that a new Rewards Current Account had been opened as you received a card and pin no. and, as the terms stated a £2 monthly fee.

The fastest way to remove the fee would be to register for online banking and then downgrade the account to a Select account. Another way would be to switch it into an account you already have at another bank, closing the Nat West account in the process.

Andyhollingtom

kaMelo said:

Switching a current account is a two stage process, both of which are independent of each other.
Before a switch can take place an account needs to exist, this is usually a new current account but an old account can also be used in some cases.  In your case you opened a new account and it exists. The switch process happens after the account is created, whether it takes place or not does not affect the opening of the new current account.

You could have signed up for a Select Current Account on which there is no monthly charge.
By being charged for the account I'm assuming you signed up for a Rewards Current Account instead which would clearly tell you before applying that there was a £2 a month fee for the account.
As you intimated, you knew or had a good idea at least, that a new Rewards Current Account had been opened as you received a card and pin no. and, as the terms stated a £2 monthly fee.

The fastest way to remove the fee would be to register for online banking and then downgrade the account to a Select account. Another way would be to switch it into an account you already have at another bank, closing the Nat West account in the process.

Thank you for the information. Yes, I am perfectly happy to accept the fee for the time I was on the rewards account but the issue is I cannot register for online banking without an account number which they haven't given me. The only option they're suggesting is to go physically into a branch to obtain it  and until i do so the account is inaccessible to me and I'm being charged fees on something I have no way of accessing. I'd be happy to pay money into it, but again without an account number I can't even do that. I mean I'm young and I can but i don't think it's great they're forcing people into their branches in the middle of a pandemic in order to stop fees they never get to see.
 Every other bank account I have the account number is
1) Given to you when signing up.
2) Printed on physical bank statements which they send unless you opt out.
3) On the bank card. 
Natwest have never sent me anything by post apart from the card and pin and those letters don't have it on so i've no idea how they expect people to access their banking

eskbanker

Perhaps a sledgehammer to crack a nut but if you're determined to get hold of your account number without going to branch or waiting on the phone, you could submit a subject access request under the Data Protection Act, which obliges them to supply a copy of your personal data, so if you make it clear exactly what personal data you're seeking then they have to tell you!

https://supportcentre.natwest.com/Searchable/959249182/How-do-I-submit-a-Subject-Access-Request-SAR.htm

northwalesd

Can they not just send you another letter (presumably the first was 'lost' en route to you) with the account details? Then you could do whatever you want online, no need to go anywhere near a branch. I realise this means trying to get in touch with them again, which I know can be difficult.

General_Grant

Andyhollingtom said:

d63 said:

is the account number not on the card?

No, apparently RBS group haven't put them on in a while. No idea why, it would make so much more sense

missile said:

Andyhollingtom said:

d63 said:

is the account number not on the card?

No, apparently RBS group haven't put them on in a while. No idea why, it would make so much more sense

Really? When did that happen?

I don't believe it ever "happened".   I have had an account with RBS since the 1970s (Williams & Glyn before that) and do not believe they have ever included the account number.
It would be helpful but I suspect RBS think it could be helpful to someone intent on fraud too.

MovingForwards

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

They only put the sort code on the debit cards.