RBS - Should I be annoyed?

DaisyClaire

We were approved for an RBS loan on Friday last week - by Saturday morning the paperwork was with us congratulating us on their approval and inviting us to post back to them the signed copies of the loan agreement and enclose our orginal documents (ID, wage slips etc). We posted this first thing on Monday morning (they had provided us with a 1st class prepaid envelope but we thought we would send it back recorded delivery) by Wednesday we wondered if they had received it and went onto Royal Mails tracking - only to find supposedly it had not been signed for (allegedly not delived then) so Thursday I phoned Royal Mail, they confirmed they had no record so I phoned RBS to ask if they had my application - to which I was only told that they had a backlog and it wasn't showing up on the systems.

I phoned RBS again today only to be told the backlog wasn't that bad and they would of received them by now so we should assume them lost and chase Royal Mail. I was also told that I would have to reapply for the loan??

We spent all morning trying to sort out a new marriage certificate, bank statements etc - then phoned RBS to ask if they could send another copy of the loan agreement as we had new bank statements etc coming in the post...they told us we had been DECLINED YESTERDAY???(Thursday)

I feel as if I have been misled here. Ok, I know they approve in principle (to quote the letter ' subject to your paperwork being in order' ) so how can they decline us if they never recieved the paperwork? and where is my personal ID that could be used for identity theft!

I am really angry - should I be? I feel they completly wasted my time approving us, sending out an agreement and then never even looking at any of that anyway! Surley they should of either declined us when we applied or at least viewed the paperwork and proof of income which they never got!?

TangledMemories_2

That's good old RBS customer service for you!
They've treated me like dirt, altering overdraft limits to suit them, refusing to drop the limits back to what they were when I signed for them...and now have the audacity to charge me £1000 interest on a balance THEY racked up on my behalf.

My solicitor likes writing to them at the moment.

My advice to you - DON'T TOUCH RBS

DaisyClaire

Hmmm, thats not good TangledMemories - sounds like one department doesn't know what the other one is doing!!

Im really angry with them - I totally understand that they can't promise a loan when they 'approve' us and that they need the relevant documents to proove what we have told them during the application, but what has really got my goat is that they didn't even have the signed agreement, our ID, our wageslips prooving what we had told them on the phone! We obviosuly passed credit checks at the application stage so this is plain weird!

TangledMemories_2

Ah...but you see...RBS don't work on the same logic that we peasants have!
Asking to see wageslips and other evidence and THEN making a decision is far too easy for them!

Mikeyorks

DaisyClaire wrote: »

only to find supposedly it had not been signed for (allegedly not delived then)

Any large organisation that receives bulk recorded / registered ..... doesn't sign for the packages individually. They're listed on a sheet, and that is all that is signed.

Shouldn't stop Royal Mail annotating their records to the effect the item is delivered however.

DaisyClaire

Thanks for replying to my thread TangledMemories - I am thinking of writing a letter of complaint (if only to vent my anger) I have no probelm being declined I will go elsewhere, but I am very angry they wasted my time, not too mention sending paper out which effectivly they were going to just drop staight in the bin without even looking at it! If they had of just declined me last Friday then fine....failing that I think they should of looked at my income and expediture and my other personal documents before just throwing it out! They had no further information than when we phoned them and the approved.

DaisyClaire

Mikeyorks wrote: »

Any large organisation that receives bulk recorded / registered ..... doesn't sign for the packages individually. They're listed on a sheet, and that is all that is signed.

Shouldn't stop Royal Mail annotating their records to the effect the item is delivered however.

Thank you - I realised they would not sign for individual letters - but as you said, I would of thought Royal Mail would have it shwoing as delived on their tracking.

Failing that RBS DO have my documents and despite my frantic phone calls and obsene comments under my breath about Royal Mail - they have just been telling me they have no record of it!

Either way I would like to know the whereabouts of my personal data!

Kavanne

Were you made aware that you could have taken all the docs to the branch instead? I know that's what I'd prefer to do!

Blink_Blink

We had the same experience with RBS - they approved our application for a joint loan, sent out the application asking us to send them some payslips etc. A week passed we hadn't heard anything (they said they would get in touch in 2 days). When I rang to chase them, they said they needed three months bank statements from both of us (wish they would have asked for this in the first place!), so we sent them out and waited another 5 days - still hadn't heard anything. I rang again and they said that our application had been declined due to adverse credit history...bearing in mind my credit history is spot on. I was so annoyed about being declined after initially them saying our application had been accepted, but further that I had to do all the chasing!

thebazman

Ive also had a bad experience with RBS, i took time off work to visit their branch 4 times to arrange a loan, each time i was told i needed something different, payslips were no longer good enough they wanted a contract, then they needed official posted Egg statements (they had already accepted my printed versions on the last visit) etc they had no idea what information they actually needed and it changed everytime i went in.

so after telling them how incompetent they were i havnt been back since. horrible operation. unfortunatley i may have to go back and to see if they can give me a graduate loan, not looking forward to it.

Barrie