potential scam on rent charges

theycallmetrinity

I wish to provide an update on a recent matter. Remarkably, the Subject Access Request (SAR) failed to detect that the mortgage division had indeed contacted my wife. This breakdown in communication between the mortgage department and customer service led to an erroneous fraud alert, resulting in significant disruption. 

Consequently, I lodged a detailed complaint with NatWest, as this issue caused me considerable distress over two weeks and required extensive time dealing with the police, credit agencies, the land registry, the Information Commissioner’s Office, and Companies House. 

So ...i hope this will help anyone in similar situation. 

Apparently natwest said the mortgage side is separate from the banking side, but how we customers would know that?

if you have an issue with a bank calling you, who do you call for verifying that? CUSTOMER SERVICE. the fact even a SAR did not picked that up is even more incredible.  

Anyway is all settled now and since the yearly rent-charge of 200£ was never into dispute here we paid and all is resolved as per meeting with the new company. there was never a rent charge before as the previous rent-charge company was just there but not collecting any thing.

user1977

theycallmetrinity said:

the mortgage division had indeed contacted my wife

So, just as I suggested 8 pages ago? Glad to hear it has been resolved.

sheramber

You do not need to use the bank that you have your mortgage with so it would appear logical that they were separate departments. 

MeteredOut

Glad it all worked out in the end, but the fact that it was the bank that phone (and not fraud by the rent charge owner) was in no way remarkable - many people pointed out that customer services are rarely joined up.