NatWest - online account opening issue - should I complain?

WindfallWendy

2 years ago I became an Executor of an estate. I wasn't with NatWest at the time, but had been a loyal customer for many years so decided to set up an Executor account with them, partly in a fog of grief and confusion but also because I thought it was the right thing to do.

Over the course of managing the Estate I didn't need to use the Executor account, so I never touched it and it's just sat there doing nothing.

I recently decided to switch my current account back to NatWest but because I have an Executor account, they see me as an existing customer. They won't switch the Executor account to a normal current account and the online system won't let me re-register online (I think because my account with them is an Executor account). They won't let me close it without seeing the Probate form either (which quite frankly I don't think is any of their business, and neither is it easy for me to lay my hands on). 

I just want a current account with them and seem to be singled out just because I have an unused Executor account with them. Is this reasonable? It seems to be that their system is the issue here as it is the thing that is stopping staff in branch being able to just set up an account for me. Everything is online, so if the system says no, I haven't got a chance.

Thoughts?

GrumpyDil

I can't see a switch offer so what is stopping you from switching into a new current account using your existing log in details and leaving the executor account alone?

boingy

Vote with your feet. There are better banks out there anyway.

p00hsticks

WindfallWendy said:

I recently decided to switch my current account back to NatWest but because I have an Executor account, they see me as an existing customer. They won't switch the Executor account to a normal current account and the online system won't let me re-register online (I think because my account with them is an Executor account). 

I'm not understanding quite what the problem is ...
If the system sees you as an existing customer then I can't see why you are having to re-register online as you should already be registered.  Do you mean that you have forgotten your online login details ? 

If you can get in online, then I think you should just be able to set yourself up with a new account..... 

Hoenir

WindfallWendy said:

Thoughts?

Is this to obtain an incentive of some kind ?  

Eyeful

Why does it have to be this bank?
Read the reports below and vote with your feet, go elsewhere. 
https://www.ipsos.com/en-uk/en-uk/personal-banking-service-quality-great-britain-august-2024
https://www.which.co.uk/money/banking/bank-accounts/best-bank-accounts/best-and-worst-banks-a8VTn0B0PJNC

WindfallWendy

Sorry, maybe I wasn't clear, but also EXACTLY to all these points. 

There was an incentive offer, but I've probably missed it now.

They won't/can't switch the Executor account to a normal current account. I don't understand why other than their system won't let them.

I must have activated my online account when I got the account originally, but I don't have those log in details, and they told me to try re -registering, but again, the system won't let me, likely because the account I have is an Executor account (I guess given the implications of an Executor account, the security is higher?).

And indeed, if I could get online, I could set up a new account, but it is also the ONLY way it seems. I can't believe they couldn't open a new account for me in branch, without seeing the grant of probate.

I have been pondering on this for a while, but hadn't realised I'd missed the switch offer. That's even more annoying!!

Thanks for your views. I probably won't end up being a NatWest customer, not so much by voting with my feet, but just giving up trying to use their system.

Jami74

Try RBS instead. Exactly the same but a slightly different colour background in the app and a slightly different colour debit card.

Guessing you've tried the 'forgotten online customer number' and 'forgotten password' buttons to gain that information/reset passwords etc?

sausage_time

If I understand the issue is not with login details, but with a switching bonus/incentive?  NatWest are classing OP as an existing customer (because of the Executor account) and so won't pay the bonus.  Did I understand correctly @WindfallWendy?

flaneurs_lobster

sausage_time said:

If I understand the issue is not with login details, but with a switching bonus/incentive?  NatWest are classing OP as an existing customer (because of the Executor account) and so won't pay the bonus.  Did I understand correctly @WindfallWendy?

There is no current NatWest switching bonus/incentive.

The last bonus/incentive did not preclude existing customers.

sausage_time

flaneurs_lobster said:

sausage_time said:

If I understand the issue is not with login details, but with a switching bonus/incentive?  NatWest are classing OP as an existing customer (because of the Executor account) and so won't pay the bonus.  Did I understand correctly @WindfallWendy?

There is no current NatWest switching bonus/incentive.

The last bonus/incentive did not preclude existing customers.

There was and the OP missed it, if I understand.