NatWest £125 switch incentive

noh · 16 April 2018 at 11:37AM

vienly wrote: »

I couldn't really be bothered to speak to anyone so filled out their online complaints form. Still haven't received mine either yet.

I have done the same. Online complaint form submitted.

i_love_it · 16 April 2018 at 11:46AM

I couldn’t find any online method to enquire or complain. Mailbox seems to only allow incoming mail. So I rang and got told I was eligible and due to system error all payments should be made by 27th April 2018
I asked if the new date was being communicated to all still waiting for the bonus and was told customers will receive a letter.

Herbalus · 16 April 2018 at 11:56AM

i_love_it wrote: »

So I rang and got told I was eligible and due to system error all payments should be made by 27th April 2018
I asked if the new date was being communicated to all still waiting for the bonus and was told customers will receive a letter.

That’s nearly 2 weeks!!! :eek:

Thanks for asking about the rest of us

Westie983 · 16 April 2018 at 1:00PM

Mchambers wrote: »

Should mean loads of wonga as compensation for my dad.

You have already said this in a previous reply, we get it.

Westie983

wiseonesomeofthetime · 16 April 2018 at 1:19PM

Logged online complaint, then saw post #1945

Let's see if I get same advice.

Am an existing NatWest customer and not impressed with their service on this occasion.

WebChat unavailable - unsurprisingly

gingercordial · 16 April 2018 at 1:32PM

I have also logged an online complaint as I would rather not spend all afternoon on hold... We will see.

For those who can't find it, the online complaints form is at the bottom of this page - it is not part of online banking.

https://personal.natwest.com/personal/support-centre/how-to-complain.html

Wednesday100 · 16 April 2018 at 1:53PM

I sent a message using the app and the advisor came back to me and said I was not eligible because I did not switch an account. I wonder if any other forum members switching to an existing account are not being credited because NatWest systems are not recognising a switch as a switch?

I went back to them and pointed out that my NatWest account showed the funds from my Lloyds account landing on 26th February. I also have the closing statement from Lloyds that shows my account payment going out on the 26th and the Lloyds account closed in 27th.

The advisor said "I have checked your account for you and can see there is no indication that you switched in using this service, but rather [just] began to use an account that has been open for a long while. To this effect, you are not eligible and this is the reason you have not received the funds."

Then in response to me pointing out that my account showed the funds landing on 26th Feb "I'm sorry for any misunderstanding but we can only check a screen to see if a switch has been completed. If this shows as a no, we are unable to investigate any further. However, based on the fact that you may have completed the switch you may wish to raise a complaint so that this can be looked into by one of our experts who have the facility to investigate exactly what has gone wrong."

As background, I called the NatWest switching team around 10th Feb to switch and they pointed me to an online form and I filled that in, giving the usual switching details including the debit card number from the donor account.

gingercordial · 16 April 2018 at 2:06PM

Wednesday100 wrote: »

I sent a message using the app and the advisor came back to me and said I was not eligible because I did not switch an account. I wonder if any other forum members switching to an existing account are not being credited because NatWest systems are not recognising a switch as a switch?

I went back to them and pointed out that my NatWest account showed the funds from my Lloyds account landing on 26th February. I also have the closing statement from Lloyds that shows my account payment going out on the 26th and the Lloyds account closed in 27th.

The advisor said "I have checked your account for you and can see there is no indication that you switched in using this service, but rather [just] began to use an account that has been open for a long while. To this effect, you are not eligible and this is the reason you have not received the funds."

Then in response to me pointing out that my account showed the funds landing on 26th Feb "I'm sorry for any misunderstanding but we can only check a screen to see if a switch has been completed. If this shows as a no, we are unable to investigate any further. However, based on the fact that you may have completed the switch you may wish to raise a complaint so that this can be looked into by one of our experts who have the facility to investigate exactly what has gone wrong."

As background, I called the NatWest switching team around 10th Feb to switch and they pointed me to an online form and I filled that in, giving the usual switching details including the debit card number from the donor account.

Do you still have any of the letters and/or texts they sent for the progress of the switch? For example I have texts from them during the process saying "Thanks for switching to us. We're working with your old bank...", "Your switch is progressing..." and "Good news, your switch is complete..." I'm pretty sure (I'm at work so can't check) there were letters too. Enough evidence anyway to prove a real switch took place if they maintain that (ridiculous!) position for you or any of the rest of us.

wizzywig27 · 16 April 2018 at 2:14PM

Mchambers wrote: »

Complain and ask for compensation.

Bore off, you really are annoying me!

Wednesday100 · 16 April 2018 at 2:15PM

Unfortunately, I've deleted the texts, but have just found a NatWest e-mail - so an open and shut case! This is the first time going through multiple switches that the bank has failed to recognise the switch. I wrongly thought the switching process was bombproof by now.

I had been toying with upgrading to a NatWest reward account and actually using it for paying bills, but not now.

I've submitted an e-mail complaint.

NatWest £125 switch incentive

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