Packaged Account fees claim

[Pinky69]

Posted this in RBS/Natwest but have just noticed there is a separate thread for Roayla Bank of Scotland.

I have claimed the fees on my Royalties Premier Account (no longer available) as I am disabled and have never been able to use any of the benefits. I can't even remember how I got this account - it was years ago. If they had discussed the benefits with me, they would have known it wasn't appropriate for me. I had a call this afternoon from a Personal Relationship manager and I confirmed what I had written in the letter, so that was waste of time. It is now being passed to their Customer Care department and I was told they would phone me within a week. Does anyone know what I can expect from them?

[labman]

Re: Packaged Account fees claim

I'll pm someone who may be able to help you.

[CleverClogs]

Re: Packaged Account fees claim

I have claimed the fees on my Royalties Premier Account (no longer available) as I am disabled and have never been able to use any of the benefits. I can't even remember how I got this account - it was years ago. If they had discussed the benefits with me, they would have known it wasn't appropriate for me. I had a call this afternoon from a Personal Relationship manager and I confirmed what I had written in the letter, so that was waste of time. It is now being passed to their Customer Care department and I was told they would phone me within a week. Does anyone know what I can expect from them?

Just the usual, disingenuous flim-flam.

[leclerc]

Re: Packaged Account fees claim

Posted this in RBS/Natwest but have just noticed there is a separate thread for Roayla Bank of Scotland.

I have claimed the fees on my Royalties Premier Account (no longer available) as I am disabled and have never been able to use any of the benefits. I can't even remember how I got this account - it was years ago. If they had discussed the benefits with me, they would have known it wasn't appropriate for me. I had a call this afternoon from a Personal Relationship manager and I confirmed what I had written in the letter, so that was waste of time. It is now being passed to their Customer Care department and I was told they would phone me within a week. Does anyone know what I can expect from them?

To state the blindingly obvious, you'll get a response and once you do then we'll work backwards. I assume you've gone through every single benefit and given reasons why you do not benefit from it, is that right?

[Pinky69]

Re: Packaged Account fees claim

Yes I went through all the benefits. I have made it clear in my letter that if this cannot be resolved amicably with the bank I will put it to the FOS. I anticipate that Customer Care, whatever that is, will try to put arguments for the account having been a good idea but they are on a hiding to nothing. I will ask them for proof that the benefits were fully explained to me and their reasoning for deeming that they were appropriate for me.

I am not against packaged accounts per se - people who are eligible can benefit from them - but I am not the kind of person who can. I will ask for their final response in writing - I am not going to get involved in crap over the telephone with them. We are not talking about thousands of pounds here - if they go back 6 years it is £900 - but if they want to add on the FOS fee that is fine by me. I've also got contingency plans to open other accounts if they close this one in retaliation. They may not as I have a bank loan that still has a few months to run (never missed a payment).

[leclerc]

Re: Packaged Account fees claim

Yes I went through all the benefits. I have made it clear in my letter that if this cannot be resolved amicably with the bank I will put it to the FOS. I anticipate that Customer Care, whatever that is, will try to put arguments for the account having been a good idea but they are on a hiding to nothing. I will ask them for proof that the benefits were fully explained to me and their reasoning for deeming that they were appropriate for me.

I am not against packaged accounts per se - people who are eligible can benefit from them - but I am not the kind of person who can. I will ask for their final response in writing - I am not going to get involved in crap over the telephone with them. We are not talking about thousands of pounds here - if they go back 6 years it is £900 - but if they want to add on the FOS fee that is fine by me. I've also got contingency plans to open other accounts if they close this one in retaliation. They may not as I have a bank loan that still has a few months to run (never missed a payment).

I am against packaged accounts full stop. Bank Staff get Advantage Gold for nothing as part of the staff benefits and they get the premier account(not called the black account) for half price.

Sod it, let's all look at what they get as staff then you'll know why they'll flog you an account which you have to pay for and then say that they benefit from it

RBS - Your Bank - Home

I would add that Customer Care will respond to you and they will make a determination. I would suspect 2 years account fees might be as far as they will go but I can be wrong on that sometimes

[Pinky69]

Re: Packaged Account fees claim

Thanks for your information leclerc. I now have a better idea of what I am dealing with.:cancan:

[Pinky69]

Re: Packaged Account fees claim

No word from Customer Care so I think it is safe to assume they are not very caring. I got an online statement yesterday and my account still hasn't been downgraded as requested. So I have emailed Steven Hester their CEO and told him to deal with it as his bank doesn't seem to be able to.

[Pinky69]

Re: Packaged Account fees claim

Reply from Stephen Hester's Office. They will investigate and get back to me as soon as possible. No messing with Legal Beagles - we just go straight to the top.

[labman]

Re: Packaged Account fees claim

It usually achieves better results!

[Pinky69]

Re: Packaged Account fees claim

Things are getting interesting. I have had a letter from a Specialist Complaint Handler in Threadneedle Street no less. She has been trying to contact me - lies - the bank has my number. A poor attempt at a cover up. She says I have a Royalties Private account - lies. If I had had one I would have been paying a higher fee. She gets the rest of it right - I want the account downgraded and the fees returned as the packaged account was no use to me. As I write she is on her lunchbreak but will call me back. I cannot wait!

[leclerc]

Re: Packaged Account fees claim

Things are getting interesting. I have had a letter from a Specialist Complaint Handler in Threadneedle Street no less. She has been trying to contact me - lies - the bank has my number. A poor attempt at a cover up. She says I have a Royalties Private account - lies. If I had had one I would have been paying a higher fee. She gets the rest of it right - I want the account downgraded and the fees returned as the packaged account was no use to me. As I write she is on her lunchbreak but will call me back. I cannot wait!

Which would have been previously called Royalties Premier account so not lies simply ignorance of the name change.

[Pinky69]

Re: Packaged Account fees claim

No - an admitted mistake on her part. My Royalties Premier account stayed with me after it went defunct. Nobody bothered to change it.

Account downgraded today and 2 years fees will be returned. Legal Beagles win again!!:witchy: