Tweet
Having a nightmare with Natwest at the moment.
I phoned in May, to ask for an overdraft, it all went ok, the girl said it will be in the bank in a few days, it wasn't.
So I rang and was told it will be in two days.
It wasn't, rang again and told it will be in two days.
Went round to my ex's to pick up the mail, there's a letter from Natwest saying someone has asked for an O/D from my account, I need to confirm it's me before they can do this.
Puzzled I rang, girl said that I should've gone into the bank to change my address and that was why the O/D had not been added to my account.
I pointed out that as my bank statements had been coming to my new address they obviously accepted it so why send the letter to my old address, it would have made more sense to send the letter to both address's. She was very apologetic about how much I had been messed about so I asked that as a goodwill gesture would she remove two lots of charges from my account? She said she couldn't as they were nothing to do with the O/D not going on, I replied that I realised this but it would be good PR, so she agreed (they were removed btw).
Anyway, still no O/D, I rang, told two days.
Went into the bank, where I am told that I have incurred charges during this time!!
I said I wanted them removed emmediately as I had been told the O/D would be on the account and would have covered the money going out.
The guy said he couldn't do this but would contact head office and recommend this as it was not my mistake.
Finally I get the O/D!!!
Then I get my bank statements saying I have got charges.
And, not only that, because they took the charges there wasn't enough money for a DD so got more.
Also every time I rang it was suggested I do online banking.
So I did, set it all up.
Then needed to transfer money from one account to the other to cover a DD, but found I needed an activation code. So I rang to do it, but was told that as I am now doing online banking I could no longer do telephone banking! I said that nowhere on their site did it say this and I was ever told this.
Anyway, got charges for this too.
I went into the bank, by this time I have 2 x £28 and 2 x £30.
Had to make a statement for them to foreward to be 'investigated', promised I will be phoned within two days with an outcome.
No phone call, but a letter a week later saying still checking it.
After another two letters from them they aid they will wipe off one £30 charge.
I rang (again!!) the guy said the one caused by the online mess up had been wiped but not the others. He said that I hadn't asked for the O/D until two weeks after I got the charges!! This is not true at all.
Now I have to either write to them, or email, to state my case of why I shouldn't have to pay and how they were caused by their mistakes. Then they will listen to the recordings of me phoning.
I am greatly puzzled that they can admit they were so much in the wrong that they removed charges that had nothing to do with the mess, then not return the charges that were!
Will email them tomorrow, trouble is I have no idea of dates of phoning for them to check the phone logs. I rang them loads during this time to make sure I had enough funds in the appropriate accounts to cover what was going out (it was just after leaving OH so was setting up paying bills etc)
So angry with them about all this. All those phone calls to make sure I didn't get charges and I still end up with £86 charges!
Sally xx
I phoned in May, to ask for an overdraft, it all went ok, the girl said it will be in the bank in a few days, it wasn't.
So I rang and was told it will be in two days.
It wasn't, rang again and told it will be in two days.
Went round to my ex's to pick up the mail, there's a letter from Natwest saying someone has asked for an O/D from my account, I need to confirm it's me before they can do this.
Puzzled I rang, girl said that I should've gone into the bank to change my address and that was why the O/D had not been added to my account.
I pointed out that as my bank statements had been coming to my new address they obviously accepted it so why send the letter to my old address, it would have made more sense to send the letter to both address's. She was very apologetic about how much I had been messed about so I asked that as a goodwill gesture would she remove two lots of charges from my account? She said she couldn't as they were nothing to do with the O/D not going on, I replied that I realised this but it would be good PR, so she agreed (they were removed btw).
Anyway, still no O/D, I rang, told two days.
Went into the bank, where I am told that I have incurred charges during this time!!
I said I wanted them removed emmediately as I had been told the O/D would be on the account and would have covered the money going out.
The guy said he couldn't do this but would contact head office and recommend this as it was not my mistake.
Finally I get the O/D!!!
Then I get my bank statements saying I have got charges.
And, not only that, because they took the charges there wasn't enough money for a DD so got more.
Also every time I rang it was suggested I do online banking.
So I did, set it all up.
Then needed to transfer money from one account to the other to cover a DD, but found I needed an activation code. So I rang to do it, but was told that as I am now doing online banking I could no longer do telephone banking! I said that nowhere on their site did it say this and I was ever told this.
Anyway, got charges for this too.
I went into the bank, by this time I have 2 x £28 and 2 x £30.
Had to make a statement for them to foreward to be 'investigated', promised I will be phoned within two days with an outcome.
No phone call, but a letter a week later saying still checking it.
After another two letters from them they aid they will wipe off one £30 charge.
I rang (again!!) the guy said the one caused by the online mess up had been wiped but not the others. He said that I hadn't asked for the O/D until two weeks after I got the charges!! This is not true at all.
Now I have to either write to them, or email, to state my case of why I shouldn't have to pay and how they were caused by their mistakes. Then they will listen to the recordings of me phoning.
I am greatly puzzled that they can admit they were so much in the wrong that they removed charges that had nothing to do with the mess, then not return the charges that were!
Will email them tomorrow, trouble is I have no idea of dates of phoning for them to check the phone logs. I rang them loads during this time to make sure I had enough funds in the appropriate accounts to cover what was going out (it was just after leaving OH so was setting up paying bills etc)
So angry with them about all this. All those phone calls to make sure I didn't get charges and I still end up with £86 charges!
Sally xx
Comment