Natwest.

lisa_martin_2

Hi there, I am hoping someone here can shed some light on what we were told and what is happening with our natwest account.

We phoned up Natwest on Saturday about upgrading our Step Account to a Current Account. We were told that we can do this now on the phone which is what we wanted to do anyway so good news we went thro the process of giving all our up-to-date income information and the bloke on the end of the phone submitted the aplication to come back as successful. Woooopeeeee we thought, brilliant news. he tells us that we will be sent out a form to sign and send back to Natwest and then the account will be upgraded. He then goes on to tell us that we have been approved and accepted for a £1000 loan should we ever need it all we had to do is go in to branch speak to front desk and someone would sort it out and it would be available that day. We said ok thats good to know but we are not interested in a loan. He asked us if we would like to apply for a credit card as now with our new current account we would be accepted, we said yes we would like to apply. Natwest bloke tells us that the application has been successfull and has been approved and and that there will be a form to sign and send back and then the card would be with us in 10-15days. Great!!

NOT - We today had a letter to say that the credit card application had been declined - Strange we thought, So we phoned up Natwest they tell us that we have only been accepted for an upgrade in house and that upon us filling out the application forms we are being sent they will credit score us. We were told that the person we spoke to shouldn't have said or done any of these things so husband is a bit miffed at this point and phoned up Natwest credit card who tell us that the same thing so husband phoned back Natwest to find out the persons name so he can complain so that other people aren't misled. He asked to speak to a Manager. he was told that someone from customer care team would ring him back in 2hours. 2 hours pass and we hear nothing. Husband phones again speaks to someone who told us that actually customer care team have 48hours to phone us. by this time we are agast by the mis-managment of customer services and we hang up.

So we really haven't got a clue at all of whats happen or even whats going on with out account now until customer care phone us.

The thing is thats really put a bummer on it all is that we thought that we were accepted for the things we were sold on saturday obviously this isn't the case as it seems. I really wouldn't want to go thro all this fuss again just to upgrade an account.

Im not diggin at Natwest I just don't understand why they have employed someone who doesn't know his job well enough and to miss-inorm people.

Sorry guys, guess i ranted on abit.

Lisa x

PROLIANT

You should not be mislead like this, it gives people the sense of achievement and there is a light at the end of the dark tunnel, to let people down like this is disgusting, I am immune to it now because it is a normal thing for me these days, send a letter to there customer services really give them a boll***ng, don’t let them off so easy, I sympathise with you because I know how you feel.

dexters_mum_2

I had EXACTLY the same thing last year.

I complained to Cust services and they said 'oh well never mind' and sent us a cheese and wine hamper.

I was even told I had been accepted for Advantage Gold!!

Bosie

I'd feel very annoyed too, when I first applied online for a First Reserve Savings account, I went through the application online to be told it was successful!
Well two weeks went by, no forms to sign and send back. So I rang the telephone helpline the male advisor I got said 'it's not gone through' I'll do it again. So I went through it all over again on the phone!
Next day, would you believe the original application turns up, asking me to sign and send back the details. Guess what next day the telephone forms turn up, but they were full of mistakes. They even changed my sex I am now a male, address wasn't correct and had the wrong 'years at address'.

So I don't always have faith anymore with people on the phone
Sorry to ramble, hope you get it sorted.

Bo x

natweststaffmember

With regards to the OP the likelyhood is they are investigating who you spoke to and to request a transcript of the phone call as to what was said. They will ring back with an update and there maybe issues with regards to the terminology used with telephone applications. So if any of the NatWest guys at the top who may read this, I think something needs to be done because this is not the first time I have read that on here. With regards to the savings account issue mentioned above, unless you were a brand new customer to the bank, I really have no idea why it would not have been opened.

lisa_martin_2

Right then.

Seems Natwest Have sent out the relevent forms only that the Postman cant do his job either (went to another simimular address but lucky nice man dropped off our letters)

Anyway it seems what they have sent us is an apllication? Is this right? If so what is the point? cant I just apply online and find out there and then if I am accepted or is this not an application and we have been accepted?

Since when has upgrading an account been so hard?

Bosie

Just a quick note, my First Reserve is now opened! just waiting for internet details to log on etc.

Bo x

lisa_martin_2

Hiya :-D

Well i'll update to say that Customer Care Team phoned yesterday and I must say the lady on the phone to my husband was very professional and new what she was talking about, she was also very nice too. She told us what the bloke on saturday said was compleatly wrong and that she cannot find a transcript of the call (funny that)

Anyway - She has had a look at our credit rating as she said she can asses it alot more at the head office than the guys in branch can - And she said that she can see no reason why we cannot get the upgrade at all and to continue with the application and in 3 months of a nice clean well kept account we can apply for a credit card. So we have carried on with the application so we shall see how we square up in the next few days :-|

Lisa x

Glad you got your account opend Bosie :-)