Natwest formal complaint

[Royalty]

Hi All, I’m new to this forum and would please like some advice if at all possible.

This time last year I got myself into a lot of trouble with payday loan companies. I could not keep up to date with all the payments and extortionate charges were added. As I could not repay them all, they would empty my NatWest bank account as soon as I got paid, like dogs fighting over a bone. All taking whatever money they could get out of the account. This in turn left me with no money to pay mortgage, loans etc... I spoke to NatWest and they stated that they could not stop these companies taking money as they had my card details. As any logical person would do, I cancelled my card, this did not stop the same happening the next month.

After this happening for a couple of months, I received a letter stating that the account would default in 28 days, as I had missed several monthly payments on my loan and lots of NatWest current account charges added. I contacted NatWest and explained my problem again to the collections team. I was advised by them that I should open another account and allow the account to default, once this had happened I could arrange a reduced payment plan for the debts owed to them.

I took their advice and opened new bank account, with a different bank, with wages paid into them. This allowed me to set up payment plans with PDL companies and start to get by finances back on track. 28 days past and no default, instead lots of charges added to my account. I phoned the collections team and went through the whole story again. Again I was advised to let the NatWest debts default. Another default letter arrived about two months later, stating the account would default in 28 days. Again after 28 days the account did not default and more charges added.

I finally decided to make an formal complete, stating that I had not been advised correctly and all the stress I was under regarding this issue. The complaint was made over four months ago. I keep receiving letters stating that the complaint is taking longer than expected and further time is required to investigate. This has happened three times.

The whole episode has been going on for roughly a year and still nowhere near conclusion. Is there anything I can do to take this matter further, because the stress is becoming totally unbearable?

Thank you for taking your time to read my dilemma and feel free to add any helpful comments.

Please help!

[DoubtingThomas]

I believe at this stage, as they have not resolved the formal complaint within eight weeks, that you are entitled to make a complaint to the Financial Ombudsman.

It would be helpful if you could post up any more details that far more experienced Caggers than I may ask for , as I am sure some will be along to help.

Examples may be, where is the debt to NatWest now held - at branch level, Collections, or CMS Telford. How much is the debt now - could they, for example, continue to be adding charges until it goes over £5000?

Under no circumstances phone them, or speak on phone if they ring you. Insist everything is in writing. Do you for example have written evidence that they advised you to open another account? Have they given/sent you a copy of their Complaints procedure? It may also be a good idea to check your Credit file - you can get a free account with Noddle (Callcredit) if they are still offering it.

Perhaps a strong letter to them saying you want the issue resolved in seven days, or you will complain to the FOS, sent Recorded Delivery, may be in order.

This affair of yours sounds a bit messy, so see if other Caggers come forward.

Regards

DT

[DoubtingThomas]

Bounce!!!

[Royalty]

Hi DT, thank you for your reply.

 

Unfortunately all conversations with NatWest have been via the telephone, so I have no proof as such, only my word. I will make sure that all further correspondence is in written form. Thanks for the tip.

 

The account is at the collections stage, and every time I speak to them, they state they cannot do anything as there is complaint against the account. I told them that the stress of these charges is becoming unbearable and they simply stated that I would be able to claim back if my complaint was successful. Or something along those lines!

 

The accounts in question are a joint bank account, which has gone from £0 credit to £700 overdrawn during the complaint investigation, with a £100 overdraft. There is also an unsecured loan which has 6 missed payments or more during the course of this whole fiasco. The loan is over £10000. The main charges come from them still trying to debit the account for the loan repayment. I tried to cancel the direct debit but was told this cannot be done.

 

In the last correspondence, they stated that the complaint would be resolved in the next couple of weeks, (they gave me a specific date on the letter) so before going to the FOS, I think I should hold fire and see what they come up with. What do you think, is this a good move or should I go to the FOS beforehand?

 

Thanks again for the support!

[DoubtingThomas]

This is only my personal view. I would not believe or trust a word they say. I would not give them another week, to see what they come up with. I would not tell them I am feeling stress. You are most likely going to be kept dangling while they add more interest, and will just get more letters of the same ilk. Like many others, I have a stream of such letters from banks.

Have you spoken to the National Debtline? If not, I recommend it. Their details can be found online. Complain to the FOS. Start getting more pro-active, and you may well start to feel a lot better. As we all know, this is a horrid situation to be in, but as soon as you start to get information and take back a bit of control, it is morale-boosting. Read as many threads on here regarding your bank as you can; it will be confusing at first, but adds information for you, and each case is different.

I think you need the more experienced Caggers as I said earlier, so I hope the likes of Andyorch, PriorityOne, among many others will pick this thread up.

Good luck

DT

[Royalty]

Thanks for your reply DT.

 

I think you are right. I will get in contact with the FOS, and take some control over this whole fiasco! I will keep you posted during my struggle with Natwest!

 

Thanks again

[DoubtingThomas]

Your are welcome! Consider also doing a CCA request for the loan, and possibly a SARS request for everything to get all data information they hold on you as an individual. Information and template letters can be found in the Library on this site.

Read, read, read!

Golden rules: do not speak to them on the phone, everything in writing so you have a paper trail, do not sign anything with your real signature - only digitally.

DT

[Brian2009]

I put a complaint in against NatWest in Feb. I have a letter from then dated 23rd Feb saying a case manager has been assigned and my complaint will be investigated. Today 31st may, I am told that all complaints are dealt within in date order, and I have yet to be assigned a complaint handler, and they hope to respond within 4 weeks. (Some 14 weeks since I first complained!!) The member of staff I spoke to did advise me I have the right to go to the FOS.

 

So my suggestion to you is SAR the documemts NatWest have, and then get onto the FOS, as all the time you wait for Nat West to extract their sticky fingers from your affiars is going to costs you dearly!

[Royalty]

Hi Guys,

Just to update you all on my NatWest dilemma!

I've finally received a response to my formal complaint, only taken them five and a half months to investigate. In the letter from customer complaints, it's stated,

“Following my review, I am sorry I’m unable to agree with your complaint about issues you have raised. I can confirm that the agent you spoke to when you raised your concern advised you of the correct actions.”

The letter continues,

“While I am unable to agree with your request as a gesture of goodwill based on the length of time your complaint has gone unanswered by us, I have credited your account with £150. I appreciate this will be utilised by excess however if you wish to withdrawal these funds, you may do so by presenting this letter at branch and they with honour this withdrawal.”

I have contacted NatWest today and explained how I’m unhappy with their findings, as they have not addressed the complaints I have made. They have now said they will investigate further and will contact me over the next five working days.

Watch this space!

[Royalty]

Result!

Well after rejecting NatWest's first offer of £150, I wrote to them stating that I was not satisfied with their investigation into my complaint. I quoted BCOB rule 5.1.1, and all their lack of fairness with the following;

· Refusing to discuss financial difficulties and to suggest positive solutions.

· Refusal to accept reasonable repayment proposals on the evidence of an income expenditure schedule.

· Charges on bounced DDs or cheques.

· Treating bank-imposed charges as unauthorised.

· Levying charges upon charges.

· Failure to accept instructions not to make further payments on a debit card number.

· Refusal to cancel DD instruction.

Well, I received a letter from NatWest stating, they would refund all charges on my current account, roughly £1000 , return all interest on my loan £1700 and £400 for the stress and phone calls I have made. Just goes to show, you should never give up, the whole process has taken 12 months to resolve but a good result in the end!

Thank you for all your helpful advice!