Natwest... the insensitive bank..

Einst

I would advise anybody with an account with Natwest.. seriously consider switching away to any other bank.

This shambles of a bank are the most insensitive company I have ever dealt with.

I have recently lost my wife, and have been trying to close the account, and after following all their instructions and improviso's that they required, I have been waiting a few weeks for a reply, but had absolutely nothing from them.

I phoned today, and it feels like I have been fobbed off down to their insensitive rules and regulations.

Every other company I have had to deal with have acted superbly, considering the situation I am going through, including various government departments who have no issue that I am the person dealing with my late wife's estate.

And considering the very small amount of money involved, Natwest can go and shove it so far where the sun don't shine.

Absolutely fuming. 

EssexExile

Contact their bereavement team, it's the only part of NatWest that I've found works properly.
0800 161 5903

Einst

Believe me, it's that "team" that fobbed me off..

colsten

Have you raised a formal complaint with Natwest yet? https://personal.natwest.com/personal/support-centre/how-to-complain.html

Einst

Not yet, but thanks for the link... I'll do it tomorrow.

Einst

In fact, I have just done it now...  and also asked for compensation for all the distress this is causing while I am mourning the loss of my wife.

Brie

Sorry for your loss Einst.  Some people shouldn't be in "customer service".  

When I was dealing with the aftermath of my FiL's death I rang another bank to advise them.  Their bereavement team answered my call with "yeah? whaddaya want?"  I was a bit startled and asked if I'd reached their bereavement team and was told "yeah".  I told them of my FiL's death and she said "well, he'll have to come in and close the account. we can't just close it cuz you say so."  And hung up on me.    4 years on and I'm still astounded.

Einst

   Gobsmacked.....

GaleSF63

Brie said:

Sorry for your loss Einst.  Some people shouldn't be in "customer service".  

When I was dealing with the aftermath of my FiL's death I rang another bank to advise them.  Their bereavement team answered my call with "yeah? whaddaya want?"  I was a bit startled and asked if I'd reached their bereavement team and was told "yeah".  I told them of my FiL's death and she said "well, he'll have to come in and close the account. we can't just close it cuz you say so."  And hung up on me.    4 years on and I'm still astounded.

That sounds like someone on their last working day.

After my husband died a letter came addressed to him from his health insurance - which had been cancelled and acknowledged - headed "The future's bright!".

Einst

Another insensitive company... they just don't realise how the tiniest thing can cause so much distress..

SevenOfNine

My mum died in Nov, I found NatWest the WORST bank to deal with as far as bereavement goes, & I've dealt previously over the years with Lloyds, Santander, Barclays & Nationwide.

On-line notification wasn't fit for purpose, & then I was bounced between bereavement team & branch. It was just distressing when it shouldn't have been when all I was trying to get done was freeze the a/c, NOT access money.

I decided I'd formally complain & not bother with Nat West any further. They did handle my complaint promptly, paid £200 into mum's a/c & sent me a lovely hamper, very apologetic.

I was given a personal bereavement person but had decided they could temporarily shove my mum's £20k+. I paid all funeral expenses etc until I had probate & then just told them to hand all her money over.

If this had been in the earlier months of the pandemic, I'd have been more understanding, but they'd had more than long enough to get a workable process underway!