Nat West can’t find account

Percys_mum

My son has an account with Nat West which he took out as a student several years ago. He has an outstanding debt of £2000 on the account, which he wants to clear. He doesn’t have the account details so can’t pay it off and Nat West can’t find it either. They told him to use mylostaccount to find his account and this hasn’t worked. He wants the debt off his credit record, and to clear/pay it off.
What should he do now? 

I thought he should maybe try the financial ombudsman but don’t know if that’s the right approach. 

Brie

has he check his credit history?  Not his credit score but his history might give some clue to the details.

If, though, the debt was more than 7 years back that won't be showing anywhere.  Strange that NW wouldn't have the details but after that much time they have likely written it off and he is unlikely to ever be considered liable to pay it.  6 years is the normal limit for things being on a credit history so that might explain why NW doesn't retain a record.  

If in future someone does come chasing it - ask for all details and also ask why they haven't chased anything with the 6 year limitation.

Shakin_Steve

Percys_mum said:

My son has an account with Nat West which he took out as a student several years ago. He has an outstanding debt of £2000 on the account, which he wants to clear. He doesn’t have the account details so can’t pay it off and Nat West can’t find it either. They told him to use mylostaccount to find his account and this hasn’t worked. He wants the debt off his credit record, and to clear/pay it off.
What should he do now? 

I thought he should maybe try the financial ombudsman but don’t know if that’s the right approach. 

How many years is 'several'?

Percys_mum

Thank you to both the replies so far.
Just to add further information. Details obtained from his credit report (history). 
The account was opened in May 2017 and the default occurred on 31st July 2018. From the credit report there are the last 4 numbers of the account supplied, so we are at a loss as to why Nat West can't find the account.
He wants to clear this off his credit report/history. 

Nasqueron

Percys_mum said:

Thank you to both the replies so far.
Just to add further information. Details obtained from his credit report (history). 
The account was opened in May 2017 and the default occurred on 31st July 2018. From the credit report there are the last 4 numbers of the account supplied, so we are at a loss as to why Nat West can't find the account.
He wants to clear this off his credit report/history. 

Do note that paying it off will mark it as settled, it won't be cleared off until 6 years (5 in Scotland) from the default - so around July 2024

NatWest could well have sold the debt and if he has moved and changed his address while a student (rather than leaving his home address for mailing) then maybe the debt people can't find him.

Kudos for him for wanting to settle this though 

Percys_mum

Nasqueron said:

Percys_mum said:

Thank you to both the replies so far.
Just to add further information. Details obtained from his credit report (history). 
The account was opened in May 2017 and the default occurred on 31st July 2018. From the credit report there are the last 4 numbers of the account supplied, so we are at a loss as to why Nat West can't find the account.
He wants to clear this off his credit report/history. 

Do note that paying it off will mark it as settled, it won't be cleared off until 6 years (5 in Scotland) from the default - so around July 2024

NatWest could well have sold the debt and if he has moved and changed his address while a student (rather than leaving his home address for mailing) then maybe the debt people can't find him.

Kudos for him for wanting to settle this though 

He kept his address as home so that hadn’t changed so he would have got notice had the debt been passed on/sold. 

eskbanker

Percys_mum said:

He doesn’t have the account details so can’t pay it off and Nat West can’t find it either. They told him to use mylostaccount to find his account and this hasn’t worked. He wants the debt off his credit record, and to clear/pay it off.
What should he do now? 

I thought he should maybe try the financial ombudsman but don’t know if that’s the right approach. 

If contact through the normal call centre channels hasn't produced a result, then it's maybe time for him to send a formal Subject Access Request under the Data Protection Act, demanding all relevant data pertaining to him, especially that which they're supplying to credit agencies about him:

https://www.natwest.com/content/dam/natwest/personal/Privacy/NW-privacy-notice-062022.pdf

Percys_mum

Thank you all for your helpful responses. He’s just submitted a SAR request so we’ll see what information that brings up. 

Percys_mum

Hi
Update - SAR request didn't find anything. So I've suggested he contacts the Financial ombudsman, would that be the next step? My lost account didn't bring anything up either. 

Largs

Then if it was me, I would instruct Natwest to authorise the deletion of the information on the records of the credit bureau.  Send them a copy of the entry you refer to.

Nasqueron

Percys_mum said:

Hi
Update - SAR request didn't find anything. So I've suggested he contacts the Financial ombudsman, would that be the next step? My lost account didn't bring anything up either. 

There is no point speaking to the FOS in this scenario, if they have no records and fulfilled their obligations under the DSAR rules, the FOS is not going to magic up data that the bank doesn't have and it just ends up taking up time from another case which might need help.

It'll disappear from his record in July anyway and if no debt collector / buyer has chased then it's only 4 months more