Natwest's gross negligence

vdh

Despite an emergency phone call to Natwest to cancel my lost debit card a few days back, today I discovered that it had not been done. Being a private banking customer, I am absolutely furious and to add insult to my injuries, I discovered that it is not even possible to initiate a complaint online (a disgusting attempt on the part of Natwest to stop people from complaining easily). Just the thought of living under a risk of becoming a victim of frauds is quite terrifying for me.

Now, my question is - am I asking for too much if I were to ask for a full refund of my monthly charge for the last couple of years? It is against my principle to let these vultures (banks) get away scotfree. Any other "goodwill gesture" I can ask for in this situation? How about an interest free overdraft for next one year? Could financial ombudsman be interested in looking at something like this? Anyway, I am going to ask for a copy of these telephonic conversations I had.

Any thoughts/advice will be deeply appreciated.

Jonnno_2

If your an ad private customer you should of gone through your private manager really.

You can log a complaint in branch or we can provide details of our customer relations unit in Borehamwood, and it will be dealt with within the FSA timescales.

By experience you will not get anything for this error, yes it could of potentially been quite bad if your card got into the wrong hands, but luckily no fraud (from what you said) has happened. They will just appologise and send a replacement.

vdh

Jonnno wrote: »

If your an ad private customer you should of gone through your private manager really.

You can log a complaint in branch or we can provide details of our customer relations unit in Borehamwood, and it will be dealt with within the FSA timescales.

By experience you will not get anything for this error, yes it could of potentially been quite bad if your card got into the wrong hands, but luckily no fraud (from what you said) has happened. They will just appologise and send a replacement.

Thanks for sharing your thoughts. When one is faced with chilly and rainy weather at 9 pm on a bank holiday eve and an ATM retains card for its own technical snag, is one in a position to wait for the private manager to become available? I guess not. That is what your call centre is open for 24x7 to deal with these uncontrollable situations. Isn't it? By the way, any comments on Natwest's call centre inefficiency to cancel the card??? Mention of FSA's time scale smells of arrogance.

Nonetheless, I am committed to seeking legal advice once I receive a copy of my conversation with your call centre for you banks are least considerate if anyone of us consumers makes even the smallest of mistakes.

vdh

It will be interesting to read non-biased views of other CONSUMERS.

PS: Natwest employees, have the courage to face real feedback.

CarolynH

vdh wrote: »

It will be interesting to read non-biased views of other CONSUMERS.

PS: Natwest employees, have the courage to face real feedback.

vdh, that's out of line. I understand that you're very worried (and rightly so) and pi***d off (again rightly so), but you asked a question and Jonnno answered your query and gave you the benefit of his/her personal experience.

Good luck sorting this out, will keep my fingers crossed for you.

ShelfStacker_3

vdh wrote: »

Now, my question is - am I asking for too much if I were to ask for a full refund of my monthly charge for the last couple of years?

Yes. It's entirely unreasonable. If any actual fraud has been committed on the card, then you're within your rights to demand they repay the money and maybe compensate you if it causes you actual, tangible financial suffering (and, as a private banking customer), I'm presuming it probably wouldn't, pardon me if I'm wrong). To ask for two year's worth of fees back for a problem which occurred a few days ago is way, way over the top.

I can understand you might be aggrieved, frightened even, but it's really not big enough to merit such a large amount of compensation.

Could financial ombudsman be interested in looking at something like this?

Again, not unless it's actually caused you a loss which the bank isn't going to reimburse.

To be honest, it sounds like you're just out to extract money from NatWest from a simple cockup. You've not mentioned any fraud, so I presume you've not lost anything, so why should they compensate you? At a push, they could give you a goodwill payment, but not a large one.

vdh

CarolynH wrote: »

vdh, that's out of line. I understand that you're very worried (and rightly so) and pi***d off (again rightly so), but you asked a question and Jonnno answered your query and gave you the benefit of his/her personal experience.

Good luck sorting this out, will keep my fingers crossed for you.

Thanks very much for your views too Carolyn.

Appreciate your views without necessarily agreeing that my comment is out of line. Institutions do have a legal and moral obligation to address genuine concerns of consumers who are paying them for their service (don't fail to observe that Jonnno did not even admit that it was out of line for Natwest to put me in such a risky situation and mention of FSA timescale is nothing but arrogance). Anyway, to each one his own.

Thanks and have a good evening.

waddy80

I'm confused. Did you loose your card or was it taken by a machine? Just that your story doesn't really make sense.

If you are worried about what could happen to your card and it was taken by a machine, then it's a bit over the top.

I work for another bank, and if a card is taken in one of or machines and there is no problem we will return the card not cancel it. Was this what happened?

I would also like to point out that we are all human and mistakes happen. No one will have done this on purpose just to annoy you, and personally I would be upset if it was I who made an error in this sort of situation, and it can happen.

As far as compensation goes, in my opinion you should get an apology. If no fraud was commited, I don't really see the problem. Speak to your private banking manager, he wil probably have the discrection for anything further.

Jonnno_2

vdh wrote: »

Thanks for sharing your thoughts. When one is faced with chilly and rainy weather at 9 pm on a bank holiday eve and an ATM retains card for its own technical snag, is one in a position to wait for the private manager to become available? I guess not. That is what your call centre is open for 24x7 to deal with these uncontrollable situations. Isn't it? By the way, any comments on Natwest's call centre inefficiency to cancel the card??? Mention of FSA's time scale smells of arrogance.

Nonetheless, I am committed to seeking legal advice once I receive a copy of my conversation with your call centre for you banks are least considerate if anyone of us consumers makes even the smallest of mistakes.

Your all quick enough to slate the banks yet you choose still to use them. You will NEVER find a bank that doesn't make errors from time to time, until robots are employed you have to deal with humans and we all make mistakes.

Its funny how customers moan for having to queue in a bank but their happy to queue in sainsburys or similar.

Its a small error, they will fix it don't worry.

vdh

waddy80 wrote: »

I'm confused. Did you loose your card or was it taken by a machine? Just that your story doesn't really make sense.

If you are worried about what could happen to your card and it was taken by a machine, then it's a bit over the top.

I work for another bank, and if a card is taken in one of or machines and there is no problem we will return the card not cancel it. Was this what happened?

I would also like to point out that we are all human and mistakes happen. No one will have done this on purpose just to annoy you, and personally I would be upset if it was I who made an error in this sort of situation, and it can happen.

As far as compensation goes, in my opinion you should get an apology. If no fraud was commited, I don't really see the problem. Speak to your private banking manager, he wil probably have the discrection for anything further.

Yes, I agree - you do sound confused and probably that's why my experience doesn't make sense to you (in your own words). How can Natwest "return" a card when it was retained by a non Natwest ATM? Please share if it is really possible.

Regarding my worries being over the top - only the wearer knows where the shoe pinches.

Thanks for your thoughts and time. Have a good evening!

vdh

Jonnno wrote: »

Your all quick enough to slate the banks yet you choose still to use them. You will NEVER find a bank that doesn't make errors from time to time, until robots are employed you have to deal with humans and we all make mistakes.

Its funny how customers moan for having to queue in a bank but their happy to queue in sainsburys or similar.

Its a small error, they will fix it don't worry.

Thanks again Jonnno. Oh yes, they will fix it (I hope you don't mean that Natwest will be obliging me by doing so).

Regarding mistakes, I fully agree that it does happen (and I too do make many of those in my high pressure job) - but I will tell you what really p****d me off (just for your knowledge) - Natwest call centre advisor today tried to tell me a lie that my card was cancelled but when I asked him about the date when that was done, he waffled for some time and on some persistent questioning finally admitted that it has not been done. Is lying a part of Natwest's training or what?