Accounts closed - Banking facilities withdrawn - RBS - Natwest - Ulster - advice needed

crumpet_man

First time this has happened to me and I am fairly sure it was prompted by the poor IT systems at Natwest/RBS.  I have two reward accounts and a digital saver at Natwest, same at RBS and whatever the non-reward account is at Ulster.  The reward accounts are used just for the reward, i.e. pay in minimum required funds, pay out DD to savings accounts.  Ulster account was left as a donor for another switch.  I have had the accounts for one year and opened them for the switch bonus available at that time.

Last week I applied online for a balance transfer credit card with Natwest, I was approved but could not complete the application as clicking the NEXT button on the webpage did nothing, no error, no next page, nothing.  As I was doing this on my phone I thought I'll try on my laptop instead, but no, same issue.  I used the online messaging help with Natwest to find out what the problem was and all they could do was advise me to phone up for help.  I didn't have time for phone calls that day.  

Later in the same day I applied online for a balance transfer card with RBS and the application went all the way through without an issue or error.  The next day I received a text message from RBS informing me "in line with your terms and conditions we've reviewed your banking arrangements with us and made the decision that we can no longer offer you these facilities."  From that point my online access to RBS, Natwest and Ulster has been blocked.  I received no text, phonecall or email from Natwest or Ulster.

A few days ago I received the new RBS credit card and PIN (I have not attempted to use it) and today I received the official letters (dated 3 days ago) from each bank advising me that they are closing my accounts and all standing orders and direct debits have been cancelled.  I had already received notification from Plum of a cancelled direct debit, but the direct debits for Moneybox and Post office went through yesterday and today.  

Here is where I need some advice, RBS/Natwest/Ulster have provided me with a form to complete in order to release my funds (which can take up to 60 days!).  There is no option given to go to a branch to present ID and collect the funds, I have to complete the form and provide a certified copy of passport or photo driving licence and post a form to each bank.  How much is that going to cost and how difficult will it be?  I have never had to do this before, not sure if I can post the ID to a solicitor and then they post it back with x number of certified photo copies or if I need to see a solicitor in person.  The other option to certify is by a registered public notary or a member of staff at an embassy, consulate or high commission.  I do not know anyone in those positions.  

Second issue requiring some advice, the reward accounts had some accrued rewards which I had not yet "banked", approx £60 in total.  I notice that in the documents RBS/Natwest have sent that they have not included this in my funds.  If I had "banked" these the day before my accounts were blocked then it would be seen as my funds, but because it is in the "rewards" section it is not.  Is there anything I can do to recover the reward money?

Lastly, is there anything I can do to complain about this and recover the costs associated with having to have ID certified and probably not being able to claim my reward funds?  I appreciate that the banks are allowed to withdraw banking facilities, but I feel like I have done nothing wrong and due to the credit card application at two separate banks which happen to be in the same banking group, it has flagged up on their IT system and they have decided to take action.  I am assuming that a person did actually review this but it wouldn't surprise me if the entire process is automated.

TIA.

Brie

Can't help with most of your query but as to providing certified ID this can all be done at the post office.  I've done this in the past by taking in with me however many copies of the ID and the original.  3 years back it was £7 charged for them certifying 3 documents.    If you've got 3 banks that need cert copies of 2 documents that should be £14 (plus increase from 3 years back).

Keep your receipts and log the amount of time this is all taking so you can complain about their lack of customer service and recoup your expenses.

[Deleted User]

It's highly unlikely to be related to your IT issues, due to the timings.

With regards to the costs and difficulty of getting certified copies, it's somewhere between free and very easy at one extreme. and a few quid and not too difficult on the other. It depends on who you use to certify. Local friendly solicitor or bank may be your best bet.

Whether you get the reward will depend on the terms and conditions, so have a read of those.

You can complain about it if you wish, but there's little point. They won't change their mind or cover your costs in closing the accounts.

Looking forward, have a think about why they may be closing the accounts and check your CIFAS files to see if there is anything untoward you need to know about. It's possible that you may face problems elsewhere.

crumpet_man

I find it hard to believe that it's a coincidence they closed my accounts the day after I had two stalled credit card applications at Natwest followed by a successful/completed application at RBS.  The bank accounts have been used the same way with same activity for months and no I haven't been receiving payments as a business, or transferring funds to anyone other than to my personal account at a different bank.

Thanks for the advice regarding the post office, I hadn't even thought to look there and it's now £12.75 for upto 3 documents which I may as well do even though the Ulster account has only £1 in it.  Having said that, they haven't provided a freepost address to return the forms so that's more expense for three second class stamps!

I've just noticed it is the same return address (PO Box in Edinburgh) so I am may be able to get away with one stamp.  Every cloud...

PRAISETHESUN

I recall a thread from a while back where someone opened multiple accounts with NatWest and for each account application they requested an overdraft, so by the end of it they had a fairly substantial combined overdraft limit across the accounts. Their accounts eventually got all closed down when it was reviewed for abusing their systems. It sounds very similar to the situation OP finds themselves in. It's possible that the additional applications rocked the boat too much.

At the end of the day, they are not obliged to provide you with banking services so they are allowed to close your accounts in line with their T&Cs (which you agreed to when opening the account). You won't get very far by complaining, so just give them what they need to release your money and move along. As above, the Post Office is a very easy way to get documents certified, or you might find by dropping into a NatWest/RBS branch that they might certify them for free and forward them on to the relevant department for you.

[Deleted User]

crumpet_man said:

I find it hard to believe that it's a coincidence they closed my accounts the day after I had two stalled credit card applications at Natwest followed by a successful/completed application at RBS.  

It's a coincidence because if they'd believed those applications to be fraudulent, they'd have handled it entirely differently and probably given you a protective marker instead.

Assessment of account behaviour as has happened to you takes place over a much longer period.

General_Grant

Have you tried accessing the Rewards sites?  IIRC they have separate logins and you could try withdrawing from there (as long as you have £5 available for payment in the individual accounts).

lr1277

Be careful using the Post Office to verify your documents. My mum did this last year and the PO stamp was illegible so you couldn’t tell either the branch or the fact it was the PO. Also the date stamped was incomplete. The bank would not accept the documents. When my mum went back to complain she was told no refunds and no do-overs.
If you use the PO make everything is the way you expect before paying.
HTH

crumpet_man

General_Grant said:

Have you tried accessing the Rewards sites?  IIRC they have separate logins and you could try withdrawing from there (as long as you have £5 available for payment in the individual accounts).

Good idea but I only ever accessed the rewards site from mobile banking and there does not seem a way to login to it now.  Also, I am fairly sure that the funds would go to the current account which is now suspended/closed so not sure if that would work anyway.

General_Grant

crumpet_man said:

General_Grant said:

Have you tried accessing the Rewards sites?  IIRC they have separate logins and you could try withdrawing from there (as long as you have £5 available for payment in the individual accounts).

Good idea but I only ever accessed the rewards site from mobile banking and there does not seem a way to login to it now.  Also, I am fairly sure that the funds would go to the current account which is now suspended/closed so not sure if that would work anyway.

https://www.myrewards.natwest.com/login as an example access point

I would expect the payment should go to the current account which, if it is not actually closed and you later gain access, would mean you received the funds.

[Deleted User]

Not sure where you are but any NatWest/RBS/Ulster branch should be able to certify the documents and send the form away for you to the correct department. As regards the other reward funds, try to withdraw and if you can't get access, just ask them to do it or provide a cheque for the value.