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RBS- Can anyone offer me any advice?

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DaisyClaire
DaisyClaire Posts: 641 Forumite
Can anyone offer me constructive advice on who to turn to/what to do.

We have a loan with RBS and have just consolidated using another company (consolidated this RBS plus a few others at the same time)

So, after a couple of weeks of being told we could not post them a settlement cheque, we have to pay it in our branch (our nearest branch is a fair ish jouney away and is almost impossible to get to during bank hours)
finally a woman told me an address to post the cheque to.

So we did. We waited, and waited and then phoned them only to be told that.

a) the woman we had been told to 'FAO' the cheque to had left.
b) the woman now doing her job did not deal with our type of loan??! and they would of sent the cheque through internal mail from Bristol (the place we had sent it) to Glasgow.

After MUCH persuasion, we managed to get the man on the phone to phone up Glasgow to find out if they had the cheque - they didn't.
May I add, we sent this recorded delivery and had electronic proof of delivery at Bristol so obviously they had lost it internally)

So, we phone our new loan company and they stop that cheque and re -issue another. This doesn't show up so new loan company say it must of got lost in the post - they will stop it again and re -issue another!!

At this point we have paid RBS two more installments - we could not cancel the Direct debit as effectivley they did not have our settlement, however we have paid RBS AND the new loan company this month!
So...if you are still reading....new loan company said we could get a new settlement figure from RBS and they would post out a cheque for them and a personal cheque for the difference to us. Great I thought! We don't have to wait for RBS to refund us.

We have phoned up for a settlement figure this afternoon and been passed to two different people and given TWO different figures (neither include the payment which came out of our account this morning as this won't be showing up on the systems yet)
One is £2935 and the other is £3013

When we orginally phoned them for a settlement (two months agao) they told us the figure was £3030 and we have now made two more payments in the time its taken for them to accept out money - which they still haven't done!

I just don't know if im getting a straight answer form them - can anyone offer me any advice?

Thanks for reading!

Comments

  • jonesMUFCforever
    jonesMUFCforever Posts: 28,898 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Telephone Customer concerns - the old fashion department used to be called Complaints.
    This number should be available from their website.
  • DaisyClaire
    DaisyClaire Posts: 641 Forumite
    Telephone Customer concerns - the old fashion department used to be called Complaints.
    This number should be available from their website.

    Thank you, I will have a look on their website now for that number.
    Hopefully the people on the end of the 'customer concerns' line will have a little more sense than any of the epople we have spoken to so far!

    Thanks :beer:
  • chambta
    chambta Posts: 2,770 Forumite
    Part of the Furniture Combo Breaker
    You should have paid the cheque at in your nearest branch. Or a Natwest one for that matter should you have used a pre-printed credit slip. Why anyone advised anything different I'm not sure.
  • DaisyClaire
    DaisyClaire Posts: 641 Forumite
    chambta wrote: »
    You should have paid the cheque at in your nearest branch. Or a Natwest one for that matter should you have used a pre-printed credit slip. Why anyone advised anything different I'm not sure.

    We could not pay the cheque in at a Nat West branch - I know they are under the RBS 'umbrella' but this was an intermediary loan - we were put though several times during phone calls to Nat West who had absolutly no way of calling up our loan information on their systems.
    It would seem the address I was orginally given at Bristol was not for intermediary loans - thus they sent it internally and lost it.
    Also we have no 'pre-printed' credit slips.

    Thanks for your input anyway.
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