Lost banking details - what to do?

jpsartre

My wife wants to apply for a Natwest credit card (to take advantage of a no-fee balance transfer). She had a personal bank account with them several years ago that was closed down in 2022. When she tries to apply, she is told that she is an existing customer and to log on to online banking. However, while she has her customer number from years ago, she does not know her pin or password. In order to reset these she needs her account number, which she doesn't have. She also does not have a debit card for the account. She's just been on the phone with them and the CSR couldn't help as the account has been closed so he couldn't provide the account number. He also said it was impossible to delete her from the system (which would allow her to register as a new customer). Does anyone have any tips on where to go from here? As things stand, it seems she is barred from ever applying for a Natwest product again.

wmb194

jpsartre said:

My wife wants to apply for a Natwest credit card (to take advantage of a no-fee balance transfer). She had a personal bank account with them several years ago that was closed down in 2022. When she tries to apply, she is told that she is an existing customer and to log on to online banking. However, while she has her customer number from years ago, she does not know her pin or password. In order to reset these she needs her account number, which she doesn't have. She also does not have a debit card for the account. She's just been on the phone with them and the CSR couldn't help as the account has been closed so he couldn't provide the account number. He also said it was impossible to delete her from the system (which would allow her to register as a new customer). Does anyone have any tips on where to go from here? As things stand, it seems she is barred from ever applying for a Natwest product again.

Is RBS offering the same card and offer? You could try its 'other' brand.

https://www.rbs.co.uk/credit-cards.html

mebu60

Email Nat West CEO paul.thwaite@natwest.com with 'Formal Complaint' as the header. 

An 'executive assistant' or some such will likely deal with it. They may have more capability to access the old account number or get the null customer record deleted. 

HillStreetBlues

Could you try using a different e-mail address?

Lorian

Visit a branch?

Gerry1

Make s Subject Access Request.

https://ico.org.uk/for-the-public/getting-copies-of-your-information-subject-access-request/

Rob5342

Does it have to be Natwest? There are loads of card providers around. 

jpsartre

Thanks for all the responses. After doing a bit of digging she managed to find her old account number and it turns out the account is not closed but only dormant. Unfortunately this means she is still showing up as a registered user but is unable to reset her password using the dormant account details. Another agent adviced that she needs to talk to the 'dormant account' team to get the issue fixed. 

Using another email address is not an option as the system recognises her based on name/address/birthdate and won't lether proceed with the application. The reason she wanted to go with Natwest was to take advantage of the 0% balance transfer fee which is quite generous.