NatWest account disabled

Radhak108

Hello,

I just tried to login to my NatWest app and it came up with a message saying ‘your online banking and mobile app have been disabled.’

I clicked the link to the help page, which directed me to ‘chat to cora’, which in turn directed me to message NatWest via WhatsApp.

When I did this, the person told me that the Fraud Team I have checked for you and can see our Fraud Team  detected some unusual activity on my account and so ‘put a temporary stop on your account until they can discuss this with you.’

Then I was given an email address to contact them on:
FPSCustomerContact@natwest.com

I was told that the team is only available on email, and that if I call natwest they will also just tell me to email them.

I was told  to provide my customer number, account details and full name on the email, and ask them to enable my account. I can then expect to hear back from them within 48 hours.
I called NatWest anyway and they did indeed direct me to email them.

Has this happened to anyone else? Is there nothing else I can do, or do I just have to wait for an email response?

It seems quite insane to me that this can’t be sorted over the phone, and that I can’t use my online banking for potentially up to 2 days.

Any advice would be appreciated! Thank you

Nasqueron

Radhak108 said:

Hello,

I just tried to login to my NatWest app and it came up with a message saying ‘your online banking and mobile app have been disabled.’

I clicked the link to the help page, which directed me to ‘chat to cora’, which in turn directed me to message NatWest via WhatsApp.

When I did this, the person told me that the Fraud Team I have checked for you and can see our Fraud Team  detected some unusual activity on my account and so ‘put a temporary stop on your account until they can discuss this with you.’

Then I was given an email address to contact them on:
FPSCustomerContact@natwest.com

I was told that the team is only available on email, and that if I call natwest they will also just tell me to email them.

I was told  to provide my customer number, account details and full name on the email, and ask them to enable my account. I can then expect to hear back from them within 48 hours.
I called NatWest anyway and they did indeed direct me to email them.

Has this happened to anyone else? Is there nothing else I can do, or do I just have to wait for an email response?

It seems quite insane to me that this can’t be sorted over the phone, and that I can’t use my online banking for potentially up to 2 days.

Any advice would be appreciated! Thank you

Fraud investigations are complex and the staff cannot give you any information under tipping off laws, it'll take as long as it takes, possibly more than 2 days. Ensure you use your back-up account for the moment for pay and bills and watch for direct debits. Make sure you know the source of any recent unusual funds and can provide evidence to show it's legitimate

grumpy_codger

Radhak108 said:

.... Is there nothing else I can do, or do I just have to wait for an email response?

In the meantime apply for a current account with another bank if you don't have it.

It seems quite insane to me that this can’t be sorted over the phone, and that I can’t use my online banking for potentially up to 2 days.

Just two days? Phew ... Many people have accounts blocked for weeks and months. There are so many really insane things happening in banking because of fraud and security that nowadays every person must have at least one spare account with money.
Sorted over a phone? After speaking to a fraud team over a phone, my wife had to waste her Saturday on going to a branch with proofs of ID. It was Lloyds. She complained and received £125(?) compensation.

Emmia

Hopefully you have a back up bank account with a different provider, that has money in it... 

GTR_King

NatWest have found some transactions they don’t like etc!

Personal account for business.. money from someone you don’t really know?

many reasons why but they can’t tell you the reason 

COIAHLGW

They really want you to send them an email with all of that personal information?  Call me cynical, but what is NatWest thinking sending sensitive information via email?

sausage_time

COIAHLGW said:

They really want you to send them an email with all of that personal information?  Call me cynical, but what is NatWest thinking sending sensitive information via email?

I thought that too.  No real issue with account number, but to include that along with the customer number too seems a bit irresponsible.

clairec666

COIAHLGW said:

They really want you to send them an email with all of that personal information?  Call me cynical, but what is NatWest thinking sending sensitive information via email?

Also, to be as inclusive as possible, surely they need to provide different means of communication, for customers who have different communication needs