Packaged Bank Account - Nat West

Peaches9

Having had a packaged bank account with Nat West for many years, I recently applied for the monthly charges to be refunded. I completed the template letter and sent this to Nat West. Having waited 9 weeks for a response, I emailed to find out what was happening. A few days later, I received a letter, which was coincidentally dated within the 8 week timeframe, stating that as the packaged bank account was in joint names, the main account holder would need to give permission for the matter to be continued. Unfortunately for me, this is not an option as having been through an abusive and controlling marriage, which I have since managed to leave, I am not prepared to contact the main account holder for his permission, as I do not want any further contact for this reason.
I did contact the Financial Ombudsman who have also replied with the same outcome.
How is it possible for anyone who has been in a controlling and abusive relationship to claim without having any contact? Surely, even though a joint account, each account holder has to sign the necessary documents, therefore surely, why can’t it be taken that to be able to claim it is divided between the account holders in their own right?

dunstonh

 I recently applied for the monthly charges to be refunded.

Just to be clear, you are not just asking for the monthly charges to be refunded.   You are making an allegation of wrongdoing by Natwest.      If the allegation is believed to be true, then you get a refund.

Unfortunately for me, this is not an option as having been through an abusive and controlling marriage, which I have since managed to leave, I am not prepared to contact the main account holder for his permission, as I do not want any further contact for this reason.

Why is the account still open?   You need to get it closed if this is the case as the other party can cause you massive financial difficulties (or vice versa).  Although that will mean you need to contact the other party.

How is it possible for anyone who has been in a controlling and abusive relationship to claim without having any contact?

It is not dissimilar to going through the courts.   Both parties to the agreement would be expected to give their story about how it was missold.  It could be that you were not in the room at the time it was discussed.   Or it could be a decision made by one party but the other one went along with it.  It could be that the other party wanted the benefits and you are saying they were not wanted.   

? Surely, even though a joint account, each account holder has to sign the necessary documents, therefore surely, why can’t it be taken that to be able to claim it is divided between the account holders in their own right?

Either to sign is an agreement that you both accept the credit liability because of the actions of the other.  You are both equally and jointly liable for the debts run up by the other.    However, this is not about credit. This is about an allegation of wrongdoing.

[Deleted User]

If your ex wanted the account benefits and is the primary account holder then unfortunately your complaint cannot go anywhere. A complaint about the PBA (not a request for refund) indicates you are unhappy with the product and want to get rid of it but that would be unfair to the other party if they want the account benefits

Brie

Just an idea which may not work.....ask to speak to Nat West's vulnerable customer team.  I'm sure they must have someone who deals with situations like this and may be able to sort something out which the temps working in PBA might not know about.  

[Deleted User]

Brie said:

Just an idea which may not work.....ask to speak to Nat West's vulnerable customer team.  I'm sure they must have someone who deals with situations like this and may be able to sort something out which the temps working in PBA might not know about.  

Again, the account OWNER has the right to complain, not some sort of backdoor shenanigans. If the ex opened the account and wants / wanted the benefits, NatWest cannot (and quite rightly, should not) allow the OP to complain and cancel/get a refund on the account

Brie

Deleted_User said:

Again, the account OWNER has the right to complain, not some sort of backdoor shenanigans. If the ex opened the account and wants / wanted the benefits, NatWest cannot (and quite rightly, should not) allow the OP to complain and cancel/get a refund on the account

I wasn't suggesting any shenanigans either by the back or front door!  Just mentioning that banks are getting better at recognising that those (usually women) in an abusive relationship may need to have things handled in a different fashion than many other customers.  They might decide to contact the the other name on the account to confirm that they weren't mis-sold and then the proceeds of that mis-sell might be split between the account holders.  

[Deleted User]

Brie said:

Deleted_User said:

Again, the account OWNER has the right to complain, not some sort of backdoor shenanigans. If the ex opened the account and wants / wanted the benefits, NatWest cannot (and quite rightly, should not) allow the OP to complain and cancel/get a refund on the account

I wasn't suggesting any shenanigans either by the back or front door!  Just mentioning that banks are getting better at recognising that those (usually women) in an abusive relationship may need to have things handled in a different fashion than many other customers.  They might decide to contact the the other name on the account to confirm that they weren't mis-sold and then the proceeds of that mis-sell might be split between the account holders.  

Sure but again, OP's ex took out the account by choice, not the OP. They will have been getting letters annually for a few years saying what the costs and benefits are and offering a free alternative and the ex has chosen to keep the account. If they suddenly send an email or letter asking the ex about complaining / closing the account it could cause further issues.

OP seems to be unaware of the process though, asking for a refund of charges, which isn't correct, they need to complain about miss-sale. NatWest will probably time bar the complaint even if they had the standing to raise a complaint.