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Did Natwest mess up?
Paparika
Posts: 2,476 Forumite
A month ago i decided it was time to ask natwest if i could upgrade my step account to a current account plus.
I was told yes (did the application over the phone)
did all the stuff over the phone and awaited for the letter asking me to provide identification.
It arrives, i post off a letter from my employer and a wage slip. A fortnight later they return my documents and a letter asking for more id, (utility bill, passport, usual stuff)
I ring them up to confirm what they wanted and went to the bank and asked them to photocopy my documents (with a stamp from them over the photocopy - this is a true copy of the original etc).
Once this is done i handed the information needed to the bank to send through their internal post.
That was a week and a half ago, so today i ring and ask how much longer will it take, to be told......
We need proof of your employers address...
I sent that in the post to you, i know you received it as you sent it back with a letter asking for more id.
Well the computer says we need it
I just said, I've already done that with you.
We can't go further with setting it up until we get it.
I've sent it to you, are you telling me someone your end didn't make a note of me sending it in?
Ummm I'm sorry i don't know
ok i want to find out what's going on
Ok i'll pop you on hold and i'll find out for you
Listens to annoying natwest music
Hello sorry about the delay, yes you need to provide your employers details.
*sigh ok this is going around in circles now.. If my account isn't set up by Friday then i am going to take my accounts elsewhere, a month is more than enough time to set this up
Sorry I don't deal with it, i spoke to the department who does, I can give you their number...
I thank the gentleman for his help and call the number...
explain to them about waiting a month and the telephone call i had just had..
we cant seem to find your photocopies....
Have you lost my identification ..
ummmm...
where are my photocopies ...
oh oh here they are on the system...
Ok why have i waited a month
ah um we just sent you a letter 2 days ago requesting the employer details..
grrrrr i'm not sending it in again, why do you want them again
Because we need to see them
Why, i sent them to you once, I know you received them because you sent them back to me with a letter asking for more id.
Yeah i know sorry about that but we DO need to see them
Why do you need to see them again..
Oh because your application has timed out.
Timed out, timed out, can you explain what timed out means
No, its just says this on the system, they did it 20 minutes ago.
oh this is a joke surely
No
Ok if this is how you treat your customers i think i will take my custom elsewhere..
oh hold on let me put you onto my manager..
More annoying music
Ah Ms...... I understand your not happy.
No I am not.....repeats the whole sorry episode..
mmm yes timed out nothing i can do, procedures etc....
No sorry unacceptable...
Ms ..... I am trying to make you understand here what we are asking you..
Yes you want me to send in my employer details again because someone hasn't bothered to do their job right in the first place and now its all timed out..
ummm
Ok investigate, and I'd like my current account by Friday or I'll take my custom elsewhere. Oh and a letter of apology for all this..
so what should i do now, it was difficult getting a bank account in the first place as my credit rating was bad hence the step account..
Advice right now would be greatly appreciated
I was told yes (did the application over the phone)
did all the stuff over the phone and awaited for the letter asking me to provide identification.
It arrives, i post off a letter from my employer and a wage slip. A fortnight later they return my documents and a letter asking for more id, (utility bill, passport, usual stuff)
I ring them up to confirm what they wanted and went to the bank and asked them to photocopy my documents (with a stamp from them over the photocopy - this is a true copy of the original etc).
Once this is done i handed the information needed to the bank to send through their internal post.
That was a week and a half ago, so today i ring and ask how much longer will it take, to be told......
We need proof of your employers address...
I sent that in the post to you, i know you received it as you sent it back with a letter asking for more id.
Well the computer says we need it
I just said, I've already done that with you.
We can't go further with setting it up until we get it.
I've sent it to you, are you telling me someone your end didn't make a note of me sending it in?
Ummm I'm sorry i don't know
ok i want to find out what's going on
Ok i'll pop you on hold and i'll find out for you
Listens to annoying natwest music
Hello sorry about the delay, yes you need to provide your employers details.
*sigh ok this is going around in circles now.. If my account isn't set up by Friday then i am going to take my accounts elsewhere, a month is more than enough time to set this up
Sorry I don't deal with it, i spoke to the department who does, I can give you their number...
I thank the gentleman for his help and call the number...
explain to them about waiting a month and the telephone call i had just had..
we cant seem to find your photocopies....
Have you lost my identification ..
ummmm...
where are my photocopies ...
oh oh here they are on the system...
Ok why have i waited a month
ah um we just sent you a letter 2 days ago requesting the employer details..
grrrrr i'm not sending it in again, why do you want them again
Because we need to see them
Why, i sent them to you once, I know you received them because you sent them back to me with a letter asking for more id.
Yeah i know sorry about that but we DO need to see them
Why do you need to see them again..
Oh because your application has timed out.
Timed out, timed out, can you explain what timed out means
No, its just says this on the system, they did it 20 minutes ago.
oh this is a joke surely
No
Ok if this is how you treat your customers i think i will take my custom elsewhere..
oh hold on let me put you onto my manager..
More annoying music
Ah Ms...... I understand your not happy.
No I am not.....repeats the whole sorry episode..
mmm yes timed out nothing i can do, procedures etc....
No sorry unacceptable...
Ms ..... I am trying to make you understand here what we are asking you..
Yes you want me to send in my employer details again because someone hasn't bothered to do their job right in the first place and now its all timed out..
ummm
Ok investigate, and I'd like my current account by Friday or I'll take my custom elsewhere. Oh and a letter of apology for all this..
so what should i do now, it was difficult getting a bank account in the first place as my credit rating was bad hence the step account..
Advice right now would be greatly appreciated
Life is about give and take, if you can't give why should you take?
0
Comments
-
A month ago i decided it was time to ask natwest if i could upgrade my step account to a current account plus.
I was told yes (did the application over the phone)
did all the stuff over the phone and awaited for the letter asking me to provide identification.
It arrives, i post off a letter from my employer and a wage slip. A fortnight later they return my documents and a letter asking for more id, (utility bill, passport, usual stuff)
I ring them up to confirm what they wanted and went to the bank and asked them to photocopy my documents (with a stamp from them over the photocopy - this is a true copy of the original etc).
Once this is done i handed the information needed to the bank to send through their internal post.
That was a week and a half ago, so today i ring and ask how much longer will it take, to be told......
We need proof of your employers address...
I sent that in the post to you, i know you received it as you sent it back with a letter asking for more id.
Well the computer says we need it
I just said, I've already done that with you.
We can't go further with setting it up until we get it.
I've sent it to you, are you telling me someone your end didn't make a note of me sending it in?
Ummm I'm sorry i don't know
ok i want to find out what's going on
Ok i'll pop you on hold and i'll find out for you
Listens to annoying natwest music
Hello sorry about the delay, yes you need to provide your employers details.
*sigh ok this is going around in circles now.. If my account isn't set up by Friday then i am going to take my accounts elsewhere, a month is more than enough time to set this up
Sorry I don't deal with it, i spoke to the department who does, I can give you their number...
I thank the gentleman for his help and call the number...
explain to them about waiting a month and the telephone call i had just had..
we cant seem to find your photocopies....
Have you lost my identification ..
ummmm...
where are my photocopies ...
oh oh here they are on the system...
Ok why have i waited a month
ah um we just sent you a letter 2 days ago requesting the employer details..
grrrrr i'm not sending it in again, why do you want them again
Because we need to see them
Why, i sent them to you once, I know you received them because you sent them back to me with a letter asking for more id.
Yeah i know sorry about that but we DO need to see them
Why do you need to see them again..
Oh because your application has timed out.
Timed out, timed out, can you explain what timed out means
No, its just says this on the system, they did it 20 minutes ago.
oh this is a joke surely
No
Ok if this is how you treat your customers i think i will take my custom elsewhere..
oh hold on let me put you onto my manager..
More annoying music
Ah Ms...... I understand your not happy.
No I am not.....repeats the whole sorry episode..
mmm yes timed out nothing i can do, procedures etc....
No sorry unacceptable...
Ms ..... I am trying to make you understand here what we are asking you..
Yes you want me to send in my employer details again because someone hasn't bothered to do their job right in the first place and now its all timed out..
ummm
Ok investigate, and I'd like my current account by Friday or I'll take my custom elsewhere. Oh and a letter of apology for all this..
so what should i do now, it was difficult getting a bank account in the first place as my credit rating was bad hence the step account..
Advice right now would be greatly appreciated
Give them 7 days to sort the problem, if you dont get anywhere after telling them they have 7 days then ask them to close the account and then contact thye CRA they used and ask they to remove the search.
You are best going with TSB to be honest - Visa debit card and its a current account - ask for the Classic account!!
The credit check is not that high for oneDELETE ACCOUNT.
NO LONGER WANTED
DELETE ACCOUNT
Due to certain users I no longer wish to use this forum0 -
Forget Natwest, they are incompetent fools, go to Lloyds TSB and open a basic account, it comes with a Visa debit card, yes Visa and not Electron, they report account conduct to all three major CRA's, and their customer service is better.
Since when has the world of computer software design been about what people want? This is a simple question of evolution. The day is quickly coming when every knee will bow down to a silicon fist, and you will all beg your binary gods for mercy.0 -
Oops, posted at the same time...
Since when has the world of computer software design been about what people want? This is a simple question of evolution. The day is quickly coming when every knee will bow down to a silicon fist, and you will all beg your binary gods for mercy.0 -
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i would steer clear of them, the hassle they've given you trying to open the account imagine what it would be like running it!Thanks for the advice Martin! :money:Member no. 920 - Proud to be dealing with our debts0
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i would steer clear of them, the hassle they've given you trying to open the account imagine what it would be like running it!
Natwest opened me an account lasy year - its still open but I have never received the card, I have re ordered the card 5 times, yes 5!!! and have proof from the branch its been ordered but I have never recieved the account number, sort code, any paper work, nothing relating to it, I know its open as well because its showing on my CRA report and has £100 OD limit.
They wont let me close it as I dont have the details of it
WHAT???!!! How am I meant to know if I havent received there stupid debit card??!
They said they dont know why I have not got anything - they are thick stay clear of them at all costs, Natwest are cowboys !!!!:mad:DELETE ACCOUNT.
NO LONGER WANTED
DELETE ACCOUNT
Due to certain users I no longer wish to use this forum0 -
something similar happened to us as well.
tried to open account on phone, went okay, until - all account details sent out to WRONG address - sent back as not at this address, postman recognised name and delivered to us.
went into branch to 'complain' - nothing they could do - not a branch matter - needed to be dealt with by telephone banking! couldn't open an account in branch as we couldnt get into branch more than an hour before account opening manager finished for day. (due to work commitments!)
this all took about three weeks:mad:
told them to stuff it, walked across to Barclays, opened account there & then, had cards & cheque book within the week. No problems with them at all.0 -
Give them 7 days to sort the problem, if you dont get anywhere after telling them they have 7 days then ask them to close the account and then contact thye CRA they used and ask they to remove the search.
You are best going with TSB to be honest - Visa debit card and its a current account - ask for the Classic account!!
The credit check is not that high for one
They used equifax, i did a credit check the other day just before they refused me a loan, and saw that they had credit checked me.
So do i just ring equifax and say take it off? how would i word it sorry to sound dumbLife is about give and take, if you can't give why should you take?0 -
Hi, Just a word of caution about LlloydsTSB, I have recently updraded my current account to platinum,after a lifetime ( it Seems) on classic. All the necessary info. came through, with new cards etc. The pin number to be unchanged it said. The first time I tried to pay for shopping, the card was rejected, pin locked, it said on the screen. I tried again at another store , but this was the same. Went into the bank, the cashier said that this sometimes happened with a new card, and she went to the cashcard machine with me to try it out. Still no joy and the only thing she could offer was to arrange for a new pin number to be sent to me.
Very annoying as I needed this card for emergency use this weekend.0 -
Sorry to sound ignortant here, but I have "never" sent paperwork of such through the post when setting up Bank Accounts,all the ones i have ever had "Woolwich/Brittania/RBS/Nationwide & now HBOS) have all taken the paperwork in branch.
Just wondering why you are not doing all the setup through the branch? Of course, you may not have a branch nearby and you work all day, in which case fair excuse lol0
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