Natwest's gross negligence

MarkyMarkD

vdh You are ignoring the fact that no bank will hold you personally liable for any fraudulent transactions undertaken after you notified them of a lost of stolen card.

Therefore your claim for compensation is spurious - you haven't lost anything and you wouldn't have lost anything.

vdh

MarkyMarkD wrote: »

vdh You are ignoring the fact that no bank will hold you personally liable for any fraudulent transactions undertaken after you notified them of a lost of stolen card.

Therefore your claim for compensation is spurious - you haven't lost anything and you wouldn't have lost anything.

That's what you would expect. However, different banks have a different take on this. Barclays for example does not absolve you of the responsibility if the fraud occurs at a retailer/online site where you have used your card before as it defines that as a risky behaviour that customer himself indulged in.

krisskross

What's a private banking customer? Are they special?

Scousebird_2

krisskross wrote: »

What's a private banking customer? Are they special?

They have lots of assets/money/hard cash/high earnings etc.

I'm sitting out of this discussion as I can't comment! I'm too soft to get flamed-lol!

natweststaffmember

VDH, I think an apology from a member of staff who posts on this thread is required. I apologise to you because some of the comments from other staff members is quite frankly arrogant beyond belief and unhelpful. I apologise as well because the one leaflet that I had hoped to have a copy of was the NatWest "our commitment to you" which has an email address for Customer relations unit. At a guess I believe it is [EMAIL="customer.relations@natwest.com"]customer.relations@natwest.com[/EMAIL]
With regards to the phone call, I think what needs to be ascertained is whether another card was ordered. From what you have written, they may have tried to order the card without cancelling the previous one, which to be quite frank, is appalling. If the machine had had a device on it then your card would have been compromised. I will have a bit more of a read and see what other comments have been made and edit this post again.

EDIT: Waddy80, are you aware of the inter bank agreement on cards captured in an ATM? Non bank cards ie not your bank cards CANNOT be given back to the person and have to be destroyed.

EDIT2: VDH, have you incurred material loss from the lack of having the card? You can put in a personal grievance against the member of staff who did not cancel the card and the person who tried to tell you it was cancelled when it wasn't. If you have a material loss then I would think phonecalls in itself is sufficient. Have you got the mobile phone number of your private manager? That means that if there is a problem in the future you can deal direct with them(yes they may have their phone switched off but they can return calls to you.)
Hope the info helps and good luck.

[Deleted User]

natweststaffmember wrote: »

VDH, I think an apology from a member of staff who posts on this thread is required. I apologise to you because some of the comments from other staff members is quite frankly arrogant beyond belief and unhelpful. .

This is a genuine question, when was a natwest member of staff arrogant ?
If you re talking about Jonno, then he answered the first question, then vdh came back, and said "It will be interesting to read non-biased views of other CONSUMERS.

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

I agree with CarolynH, that was out of line. The poster should have put "No Natwest staff answers please" or someone could say to him
PS: Natwest customers, have the courage to face employee feedback.


I do feel for vdh, not having your card is hell and stops you doing anything, you only realise that once you haven't got one.

vdh

natweststaffmember wrote: »

VDH, I think an apology from a member of staff who posts on this thread is required. I apologise to you because some of the comments from other staff members is quite frankly arrogant beyond belief and unhelpful. I apologise as well because the one leaflet that I had hoped to have a copy of was the NatWest "our commitment to you" which has an email address for Customer relations unit. At a guess I believe it is [EMAIL="customer.relations@natwest.com"]customer.relations@natwest.com[/EMAIL]
With regards to the phone call, I think what needs to be ascertained is whether another card was ordered. From what you have written, they may have tried to order the card without cancelling the previous one, which to be quite frank, is appalling. If the machine had had a device on it then your card would have been compromised. I will have a bit more of a read and see what other comments have been made and edit this post again.

EDIT: Waddy80, are you aware of the inter bank agreement on cards captured in an ATM? Non bank cards ie not your bank cards CANNOT be given back to the person and have to be destroyed.

EDIT2: VDH, have you incurred material loss from the lack of having the card? You can put in a personal grievance against the member of staff who did not cancel the card and the person who tried to tell you it was cancelled when it wasn't. If you have a material loss then I would think phonecalls in itself is sufficient. Have you got the mobile phone number of your private manager? That means that if there is a problem in the future you can deal direct with them(yes they may have their phone switched off but they can return calls to you.)
Hope the info helps and good luck.

Thank you ever so much for your very kind and helpful response. An even bigger thanks for not having a go at me and accusing me of stuff like "out to extract money from Natwest" (like user name shelfstacker).

Mobile phone number of private manager is a very pragmatic idea. I will certainly act on that. Of course, I will share with you how I get on from here once banks open tomorrow.

vdh

chr_is wrote: »

This is a genuine question, when was a natwest member of staff arrogant ?
If you re talking about Jonno, then he answered the first question, then vdh came back, and said "It will be interesting to read non-biased views of other CONSUMERS.

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

I agree with CarolynH, that was out of line. The poster should have put "No Natwest staff answers please" or someone could say to him
PS: Natwest customers, have the courage to face employee feedback.


I do feel for vdh, not having your card is hell and stops you doing anything, you only realise that once you haven't got one.

Thanks for feeling for me. Appreciate that.

Talking of arrogance, three things: 1. Failure of Jonnno's part to sympathise or accepting bank's blunder. 2. Mention of FSA timelines (despite the fact that bank has failed to cancel the card and issue a new one in more than 10 days) and 3. advice to contact private manager instead of calling the 24x7 call centre(without knowing the circumstances - 9pm bank holiday eve, rainy and cold weather) came across to me as arrogance. Some people may prefer to give it benefit of doubt by calling it inexperience or immaturity or whatever but remember, these banks have the least sympathy for consumers when it is required the most (read the experiences of people facing financial difficulties) and people here on this forum are not kindergarten kids who don't know what they are writing. So, Jonnno's and a couple of bank employees' posts were devoid not only of any consideration but outrightly having a go at me (consumer, who is paying them a fixed fee every month to get this treatment in return).

Having said that, I do agree with them that mistakes do happen but they should remember that it's not about what has happened, it is more about how it is handled (helpful attitude goes a long way in leaving a good taste in mouth)

Anyway, thanks again for feeling for me and have a nice day!

[Deleted User]

vdh wrote: »

Thanks for feeling for me. Appreciate that.

Talking of arrogance, three things: 1. Failure of Jonnno's part to sympathise or accepting bank's blunder. 2. Mention of FSA timelines (despite the fact that bank has failed to cancel the card and issue a new one in more than 10 days) and 3. advice to contact private manager instead of calling the 24x7 call centre(without knowing the circumstances - 9pm bank holiday eve, rainy and cold weather) came across to me as arrogance. Some people may prefer to give it benefit of doubt by calling it inexperience or immaturity or whatever but remember, these banks have the least sympathy for consumers when it is required the most (read the experiences of people facing financial difficulties) and people here on this forum are not kindergarten kids who don't know what they are writing. So, Jonnno's and a couple of bank employees' posts were devoid not only of any consideration but outrightly having a go at me (consumer, who is paying them a fixed fee every month to get this treatment in return).

Having said that, I do agree with them that mistakes do happen but they should remember that it's not about what has happened, it is more about how it is handled (helpful attitude goes a long way in leaving a good taste in mouth)

Anyway, thanks again for feeling for me and have a nice day!

You've backed up your point and I cannot argue back

Also agree 100 % as you are private banking customer, you should get a much much much better service from them. A little detail like that can make you want to say "Goodbye Bank X"

ShelfStacker_3

vdh wrote: »

An even bigger thanks for not having a go at me and accusing me of stuff like "out to extract money from Natwest" (like user name shelfstacker).

I'm sorry, but that is what it sounds like. Lost card not ordered, fine, probably an apology but maybe a tenner or two to compensate. Staff member lying to you, more than that perhaps... but really, you stated yourself that you wanted "a full refund of my monthly charge for the last couple of years" (which is funny, because from what I can see NatWest Private Banking don't even charge a monthly fee) as well as a "goodwill gesture". That is an obscene amount of compensation for something that, while it may be aggrieving, has caused you no material loss.

While you may not be out to extract money like I suggested, by all accounts it appears you are expecting far too much from them.