RBS - How far should I take it?

terrytibbs_2

I went into the branch 30 days ago to complain about some charges. They said they could refund two of them but anything over and above that they would need to refer to their income manager. All fine and dandy but the expected phone call a couple of days later did not materialise.

Me being the patient sort waited a few more days but still nothing. I made several phone calls to the chap I was dealing with in the branch but he didn't call me back despite the numerous messages I left. Getting pretty annoyed at this guys deliberate avoidance of me I complained about him to their Service Delivery Manager who apologised and sorted things out. A positive result as she had said they agreed to refund £150 and that it would process to the account tomorrow or possibly the day after.

Alas, the promised refund did not materialise so I phoned to complain again. This time I was advised that the Service Delivery Manager I previously spoke to was out of the branch on her christmas lunch but she would get my message and return the call on her return. By now the pattern was becoming all too familiar but they did actually manage to call me back but it wasn't until the following afternoon. This time another gormless chap wanted to confirm which account I wanted the funds returned to.

To say I was shocked at this is an understatement! Exactly which account did they think I wanted it returned to? I only have one current account with them so it wasn't exactly rocket science. However, trying not to get too angry I complied with their simple query and was advised that it was probably too late for the refund but it should be in by the following day (Saturday just past).

Yip, you've guessed it, no refund the following day. I phoned the bank this morning and spoke to the branch manager who was very apologetic and keyed the refund straight away - apparently it will be on the account on the 27th - I wont hold my breath.

I then went on to complain very strongly about the appalling service and sheer incompetence of the manager's staff for the time, effort, cost (phone calls) and stress at this time of the year that this has caused but he didn't want to know and said he couldn't offer any financial compensation given the refund he's processed of the charges He said that if I wanted to take it further I should call their customer relations team at head office for which he provided their phone number.

So, after a rather long and rambling story, I return to my initial question - How far should I take this? Should I just be happy to get the funds back at all or should I pursue them as far as I can since they have breached just about every industry regulation going. Your thoughts would be most helpful...

ffacoffipawb

terrytibbs wrote: »

I went into the branch 30 days ago to complain about some charges. They said they could refund two of them but anything over and above that they would need to refer to their income manager. All fine and dandy but the expected phone call a couple of days later did not materialise.

Me being the patient sort waited a few more days but still nothing. I made several phone calls to the chap I was dealing with in the branch but he didn't call me back despite the numerous messages I left. Getting pretty annoyed at this guys deliberate avoidance of me I complained about him to their Service Delivery Manager who apologised and sorted things out. A positive result as she had said they agreed to refund £150 and that it would process to the account tomorrow or possibly the day after.

Alas, the promised refund did not materialise so I phoned to complain again. This time I was advised that the Service Delivery Manager I previously spoke to was out of the branch on her christmas lunch but she would get my message and return the call on her return. By now the pattern was becoming all too familiar but they did actually manage to call me back but it wasn't until the following afternoon. This time another gormless chap wanted to confirm which account I wanted the funds returned to.

To say I was shocked at this is an understatement! Exactly which account did they think I wanted it returned to? I only have one current account with them so it wasn't exactly rocket science. However, trying not to get too angry I complied with their simple query and was advised that it was probably too late for the refund but it should be in by the following day (Saturday just past).

Yip, you've guessed it, no refund the following day. I phoned the bank this morning and spoke to the branch manager who was very apologetic and keyed the refund straight away - apparently it will be on the account on the 27th - I wont hold my breath.

I then went on to complain very strongly about the appalling service and sheer incompetence of the manager's staff for the time, effort, cost (phone calls) and stress at this time of the year that this has caused but he didn't want to know and said he couldn't offer any financial compensation given the refund he's processed of the charges He said that if I wanted to take it further I should call their customer relations team at head office for which he provided their phone number.

So, after a rather long and rambling story, I return to my initial question - How far should I take this? Should I just be happy to get the funds back at all or should I pursue them as far as I can since they have breached just about every industry regulation going. Your thoughts would be most helpful...

Talk to him ....

Mikeyorks

terrytibbs wrote: »

Should I just be happy to get the funds back at all

Yes - you've got (nearly) your desired result .... just walk away from it. If you go via formal complaint procedures you're likely to get holding letters for several months - then someone will ring you and mutter about lessons learned etc etc.

Not worth the hassle unless your initial problem is unresolved. As yours is resolved (on the 27th?) .... not worth gilding the lily by taking it further IMHO.

BallandChain

'I made several phone calls to the chap I was dealing with in the branch but he didn't call me back despite the numerous messages I left.'

Maybe the guy didn't call back cos he thought you were the fone jacker, what with your name! :rotfl:

terrytibbs_2

I kind of agree mikeyorks comment. I have achieved my initial goal which was to reclaim most of the original charges which were exhorbitant and unfair however it's the incompetance and shoddy customer service that has really stuck in my throat. All going well I will be re-mortgaged in the new year so I may just change my bank account to Abbey along with my mortgage and in doing so stick to fingers up to RBS but it's the principle of the matter. Do they not realise they are messing with mine and my family's finances at a delicate time of the year?

Aly - given your employment with RBS/Natwest, do you have the name and address of a Director that I could write to? If so please send me a PM- muchos gracias!

Hopefully I can get the complaint looked at before the remortgage is completed so that they think I am an existing customer i.e. hopefully they will look at the case with a view to retaining my custom...

MABLE

terrytibbs wrote: »

I went into the branch 30 days ago to complain about some charges. They said they could refund two of them but anything over and above that they would need to refer to their income manager. All fine and dandy but the expected phone call a couple of days later did not materialise.

Me being the patient sort waited a few more days but still nothing. I made several phone calls to the chap I was dealing with in the branch but he didn't call me back despite the numerous messages I left. Getting pretty annoyed at this guys deliberate avoidance of me I complained about him to their Service Delivery Manager who apologised and sorted things out. A positive result as she had said they agreed to refund £150 and that it would process to the account tomorrow or possibly the day after.

Alas, the promised refund did not materialise so I phoned to complain again. This time I was advised that the Service Delivery Manager I previously spoke to was out of the branch on her christmas lunch but she would get my message and return the call on her return. By now the pattern was becoming all too familiar but they did actually manage to call me back but it wasn't until the following afternoon. This time another gormless chap wanted to confirm which account I wanted the funds returned to.

To say I was shocked at this is an understatement! Exactly which account did they think I wanted it returned to? I only have one current account with them so it wasn't exactly rocket science. However, trying not to get too angry I complied with their simple query and was advised that it was probably too late for the refund but it should be in by the following day (Saturday just past).

Yip, you've guessed it, no refund the following day. I phoned the bank this morning and spoke to the branch manager who was very apologetic and keyed the refund straight away - apparently it will be on the account on the 27th - I wont hold my breath.

I then went on to complain very strongly about the appalling service and sheer incompetence of the manager's staff for the time, effort, cost (phone calls) and stress at this time of the year that this has caused but he didn't want to know and said he couldn't offer any financial compensation given the refund he's processed of the charges He said that if I wanted to take it further I should call their customer relations team at head office for which he provided their phone number.

So, after a rather long and rambling story, I return to my initial question - How far should I take this? Should I just be happy to get the funds back at all or should I pursue them as far as I can since they have breached just about every industry regulation going. Your thoughts would be most helpful...

No doubt you are the one who called the problems in the first place by not keeping to the terms and conditions. You are 50 percent to blame and they are 50 percent to blame for not doing what was agreed.

Dylanwing

Mable - Great justification for abysmal and unacceptable service! My experience of RBS is that they are beyond useless, and Mikeyorks is spot on, I made a serious complaint and got a happy letter thanking me, and telling me that they could now improve service as a result of my complaint! If they refund the money, I would just let it go.
One thing though, beware of moving to the Abbey, looking at some postings on here, they also seem to be pretty useless.

Mikeyorks

terrytibbs wrote: »

do you have the name and address of a Director that I could write to? ...

They have a complaints department .... and all complaints, no matter how addressed, go to them. So if you send it to a Director / CEO or whatever - the complaints people reply. They may add a foreword indicating the initial addressee .... but you get no different treatment. If they're well organised - one of the Directors should see all complaints being responded to .... but it's rare you'll ripple the normal surface by addressing it to an individual.