Grrrr, I hate Natwest (and my ex)

Hotpoint_2

Sorry, this is long.

Ages ago, I split up with my ex. We used to live together, so I had all my bank stuff at that address (obviously). But when we split I moved out, and I updated my address everywhere to my current one.

Or so I thought.

Natwest, however, have still not updated my address! I first phoned their telephone banking, and was told I wasn't registered so they'd have to send something through the post for me to register, so I couldn't do that til they'd updated my address. So I went into the branch, and filled in a form. I never heard anything back, but I thought I wasn't getting statements because I wasn't using the account. I realise now that this sounds incredibly naive, but I have had that in the past with them where they don't send statements showing no transactions.
Then I started my DMP with CCCS. When I sent in the notification, I restated my new address and old address, and made it very clear not to send anything further to my old address. All correspondence from CCCS has been with my new address. I mentioned to CCCS that I hadn't heard anything from Natwest, and they said that this might be because some creditors only deal with CCCS and don't contact people directly. They also said that everything seemed fine and Natwest had agreed to the payments.
Then, I decided I wanted to know my current balance. I knew it was somewhere in the region of -£1300, but I wanted to check. I don't have a card any more, as my old one expired and I never got a new one. So I went into the branch, and asked for my balance and checked my address details. The woman there said they still had my old address, so she changed it on the system for me. She also promised to get me a new card. This was late november/early december, so then with Christmas and everything I wasn't too concerned when my new card didn't arrive.

So then, fast forward to today. I get a phonecall from my ex saying I've had bailiffs out to my old address! After questioning him, it turns out they're not bailiffs but debt collectors (Moorcroft?), and that Natwest have been sending loads of letters to my old address. Even though he promised to forward any post I got he hasn't.

So now I'm at the point where I really don't know what to do.

I phoned CCCS, and they said that they'll resend everything to Natwest. This will have my new address, but then because they've sent that before I'm not sure if Natwest would update anything. I'm still not registered for phone/internet banking, and I can't register for that until my address gets changed. Every time I've ever visited my local branch, they've been useless and told me the wrong information, and they've already told me they've changed my address once. My ex has promised to forward my post, but I don't think he will.

I really though I was getting somewhere, and now it feels like it's all gone wrong again. I haven't stopped crying since I heard this, and I'm just scared about what is going to happen next.

always_amazed

Hey, just want to offer support here, have no idea of how this stuff works but here's some more virtual hugs. Your post reminds me of mine when I managed to overspend in 3 weeks by £300; it feels like the end of the world but it's not I promise
xxxxx

Hotpoint_2

Thanks. It's just so frustrating that I've been trying to sort things out and Natwest can't even do something as simple as change my address!

bestiavolaticus

natwest are horrendous for this....

they didn't change my address despite 8 attempts by all means possible.... and then despite them having over 5 copies of my graduation certificate... refused to accept id graduated a year later than 'they'd' decided i had... :S

Hotpoint_2

I just phoned Natwest, and after being passed from department to department, I finally got to talk to someone. But he was so horrible and I wish I hadn't bothered.

He said that he didn't believe that I'd ever tried to change the address on my account, and that I'd previously agreed to make repayments of £50 a month and broken that agreement. I hadn't agreed to anything like that, and it turns out they'd actually agreed that with my ex! Isn't that against data protection or something? How can someone else agree I'll make repayments on my account? He also said that because of this broken agreement they won't accept CCCS's current offer. And my debt is with Moorcroft, but he wouldn't give me any contact details for them.

MissEyre

I would have gone bonkers! It sounds like you managed to stay quite calm, but how horrible for you to have to have a conversation with anyone like that.

I would only deal with them through CCCS in future, as it stops it becoming personal and Natwest should realise that its better to have you pay a regular affordable sum than nothing at all. You could also make a formal complaint about their administration if that would cheer you up-I know it would help me!

As for your ex...I won't even start!

xxxx

chevalier

I would suggest going to the post office tomorrow and get a proper redirection put in place. That way at least you will see your post.

Ref natwest, I would write a letter again with your new address in it, and I would also tell them that if they don't change it this time, and also compensate you for the distress of being called a liar, and also that they recall the debt from Moorcroft, you will be complaining to the financial ombudsman. Give them 7 days to comply, and send it recorded delivery. Also enclose other copies of the letters where you have tried to change your address before
chev

Hotpoint_2

Well, I've written to Natwest, and I've had a reply saying they're looking into it. My ex also has forwarded some of my post, so I have a reference number for Moorcroft if I need it. I'm hoping I don't though! The letter says the minimum they're willing to accept is £80 a month, and there's no way I can afford that at the moment. The offer Natwest have got from CCCS is for about £30 a month

And I get paid tomorrow, so I'm going to sort out Royal Mail redirection then

But, in other news, my debt is now going down quite quickly! :j

custardy

Hotpoint wrote: »

Well, I've written to Natwest, and I've had a reply saying they're looking into it. My ex also has forwarded some of my post, so I have a reference number for Moorcroft if I need it. I'm hoping I don't though! The letter says the minimum they're willing to accept is £80 a month, and there's no way I can afford that at the moment. The offer Natwest have got from CCCS is for about £30 a month

And I get paid tomorrow, so I'm going to sort out Royal Mail redirection then

But, in other news, my debt is now going down quite quickly! :j

sorry i never saw this earlier.why not pop in to your delivery office(for the old address) and explain the situation.
explain you are organising an redirection and ask them to hold the mail until the redirection comes into eeffect

RAS

Hotpoint wrote: »

.. that I'd previously agreed to make repayments of £50 a month and broken that agreement. I hadn't agreed to anything like that, and it turns out they'd actually agreed that with my ex! Isn't that against data protection or something? How can someone else agree I'll make repayments on my account?

Hotpoint

Ouch. Was this a joint account or in your name - soory I cannot remember.

if it was joint and ex has agreed to pay £50 pr month, why are they chasing you?

if they have been in discussion with your ex about an account in your name, they are deeply in breach of the Data Protection Act. I would contact the Data Information Commissioner and make a complaint. You may need to do a SAR to prove that they rang the ex and made the arrangment with him, but I think they will get slapped wrist, if not a fine for cumulative DPA failures, and you might get some compensation.

Hotpoint_2

It's not that easy to pop into the delivery office, as I've moved half way across the country.

RAS, the account was solely in my name. We've never had a joint account with Natwest or any of the RBS group. We did have a joint account with First Direct, but they're HSBC and so I don't see how that would affect things.