Current account switch - incomplete

gnomen

Hi everyone.  Initiated a current account switch to NatWest but the switch is incomplete - the old account is still open and still active.  NatWest will only provide help via their dumb ChatBot "Cora" and I cannot get any answers.  Is there another way to contact the bank to have the problem fixed, or a means of complaint? 

NatWest has handled this so badly you might be wondering why I made the switch.  We have our business banking with NatWest and they have been great, but their call centre just redirects you to the chatbot.  Classic runaround.

Brewer21

Chat on social media, FB Twitter etc usually brings some to life, be nice though and don't divulge any important info unless asked by secure message.👍

grumbler

gnomen said:

NatWest will only provide help via their dumb ChatBot "Cora" and I cannot get any answers. 

Answers from the 'dumb bot' or from humans that are there as well?

gnomen

I have raised this twice with them already, via the Call Centre.  The second time, they referred me to the chatbot as the switch team "is no longer available via the call centre".  The chatbot has promised someone will come back to me, via chat, in the next 24 hours.

It is now a month since the switch was initiated and there is no obviouss reason for the delay.  The switch is supposed to be "guaranteed" but what use is a guarantee that noone is prepared to enforce?  In the meantime I am juggling between two active current accounts and not sure what is happening with each one.

dcs34

gnomen said:

I have raised this twice with them already, via the Call Centre.  The second time, they referred me to the chatbot as the switch team "is no longer available via the call centre".  The chatbot has promised someone will come back to me, via chat, in the next 24 hours.

When did you ring them? The switch team usually can be reached via the call centre but only during very limited working hours.

gnomen

Update: I did get through to a real person on the complaints team and then things got better.  Only by using the chat facility.  Turns out that the account from which we were switching is not part of the switch guarantee scheme, even though it is part of the RBS group.  Consequently the guarantee does not apply and we have to move most of it by hand and close the account ourselves.  No-one advised us of that, on either end, even though I applied for a full switch using the appropriate web forms.  Bit of a trap really.

flaneurs_lobster

Could you share the name of the outlier RBS group account please?

eskbanker

If it's the One account (that's being wound down), the closure letters do make it clear that full CASS switches aren't supported but that partial switching may be....

gnomen

Yes, the One Account.  I have had no notification from the One Account that it is being wound down

eskbanker

gnomen said:

Yes, the One Account.  I have had no notification from the One Account that it is being wound down

Spoiler alert: it's being wound down

There have been previous threads on here about this, and its incompatibility with the full CASS switching service (although one member claimed years ago to have succeeded with a full switch), but the unfortunately generic name of the account hinders use of the forum's search facilities to find them!

Edit: found some:
https://forums.moneysavingexpert.com/discussion/comment/74843337#Comment_74843337
https://forums.moneysavingexpert.com/discussion/6400415/seeking-current-account-with-the-one-account-spreadsheet-feature