Marc Gander - The Consumer Survival Handbook


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  1. #1

    Default RBS say I owe them money, my account/s are in balance.

    Hi,

    Wondering if anyone can help.

    I had a letter on the 28th from RBSicon saying that they have tried to contact me to ask me to pay money into my "account or accounts".It also threatens to impose a Default or Termination notice. On top of that they say they have passed my details on the Power2Contact and have cancelled cards and chequebooks.

    Nowhere on this letter does it say what they think I owe nor to which account it relates and I have checked my online banking to see that I am within the agreed overdraft limits on my overdraft, my loan is paid up to date and my credit card is in balance.

    They want me to call them on an 0845 number between Monday-Saturday 8-9pm. unfortunately I work from 8-11 everyday but sunday and have no time to contact them, nor do I wish to call them on a premium rate number.

    I sent them a letter yesterday to ask what monies they think i owe and to which account it relates, i have also told them that I cannot call them on the hours they state.

    Has anyone else had a similar issue? I'm not sure why RBS can't send me a letter telling me what monies they think I owe?

    Thanks


  2. #2

    Default Re: RBS say I owe them money, my account/s are in balance.

    Chances are this is an error, I do hope so.

    If you get a letter from Power2Contact - simply respond with a short sharp letter advising the account is in disputeicon with the original creditor. P2C are a nasty company who make unpleasant statements and or threaten doorstep visitsicon and or the selling of your first born.

    You should keep any communication from them for a later complaint to the OFT.

    Meanwhile, if you do not get a satisfactory response from your letter to RBSicon - then send another under the heading of an Official Complaint - to their Registered/Head Office.

    Doing it this way ensures they are obliged to respond and within 8 weeks - you should make it quite clear that you require everything in writing - this is in your interests as it will ensure a paper trail should things get unpleasant and you have to go to the Financial Ombudsmanicon.

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  3. #3

    Default Re: RBS say I owe them money, my account/s are in balance.

    Thanks for the response, will send a letter to Power2Contact telling them to back off.

    I've kept all letters from RBSicon for the past two years, as I have had trouble with creditors in the past so I try to keep all corresponsce via letter or email now for my own safegaurd.

    I shall let you know of any developments.


  4. #4

    Default Re: RBS say I owe them money, my account/s are in balance.

    In response to my letter asking what monies I owe, I was sent a letter merely telling me what my account balances were, of which I already knew! Hardly a response to my query at all.

    I also strangely received a lettericon yesterday regarding my loan account which read "in response to your recent request for an Early Settlement quote" something which I didn't request at all.

    Some strange things going on here. Not liking the robot like responses from RBSicon either!


  5. #5

    Default Re: RBS say I owe them money, my account/s are in balance.

    This is the reason you should write to their Head/Registered office - heading your letter "Official Complaint".

    If you bullet point your concerns and what you require by way of resolution, chances are you will get some attention.

    Almost certainly you are wanting to know how they can claim you are in negative balance when your statements say you have a positive balance ?

    RBSicon are probably one of the worse banks to deal with and you do have to persist.

    You might also want to point out to them that they are responsible for the actions of their 3rd party agents.. Power2Contact !!

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  6. #6

    Default Re: RBS say I owe them money, my account/s are in balance.

    Hi,

    Just thought I would post an update on the situation.

    Official complaint letter was sent on the 4th Feb. I have since received a lettericon stating that they are looking into it in more detail and that I would receive a response in 2 weeks. This has happened three times now. It is basically just a templated letter but with new dates on them.

    I know they have 8 weeks to respond however I haven't been able to use my account since 28th January and they clearly have taken no notice of that as I have been sent several letters detailing charges and also letters stating I owe money for my loan. Of course I cannot pay my loan as my account has been restricted.

    As of yet I haven't had an actual person contact me, all i have been getting is templated letters and I can only assume they haven't even looked at the issue at all because they would have at least explained what was going on or put my account on hold.

    At the moment I believe the 8 weeks is up on 1st April, should I wait until then to do anything or do something now?

    Thanks


  7. #7

    Default Re: RBS say I owe them money, my account/s are in balance.

    You must send a follow up letter to your original complaint - this should advise that despite the fact you have an official complaint in place, which they are obviously not rushing to resolve, you are now being threatened with debt collectorsicon because your loan is not being paid.

    Remind them that it is they who have frozen your accounts for reasons only known to them, that you are unable to pay the loan as it is usually dealt with by way of a direct debiticon/Standing order/Online transfer from the accounts that they have denied you access to.

    That you do NOT have any other bank accounts, perhaps they could make sure that this letter is added to your complaint of DATE in order to come to a swift resolution.

    Remind them that they have until April 1st, when you will take advice on what further action you will need to take.

    Make sure you use any reference numbers they have given you to ensure that this "addition to Formal Complaint dated XYZ" finds it way to the original complaint.

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  8. #8

    Default Re: RBS say I owe them money, my account/s are in balance.

    Update: Today I received another templated letter (dated 21st march) saying they would be in touch by the 8th of April. To this day I have had no indication that any of my letter or original complaint have even had an eye glance over them.

    I did a little bit of research around these forums and decided to contact Stephen Hesters Office to try and force things along. I received an email Tuesday 9.32am stating the following:

    Thank you for your email which has been received by Stephen Hester's office.

    We are sorry to hear of the problems you have encountered recently. Your complaint will be allocated to a case manager who will aim to be in touch in the next 48 hours. As you have contacted us by email, we will need to identify you for security purposes and your case manager will outline how we do this when they contact you.

    If you do have any queries in the meantime, please feel free to contact us.

    Yours sincerely



    Group Executive Office
    Not had anything back as of yet (50 hours after their email) and I am not holding my breath for anything today. With it being Easter this weekend I do not expect anything from them before the deadline.

    Any ideas on what avenue I should go down next, small claimsicon court or fosicon?

    Thanks


  9. #9

    Default Re: RBS say I owe them money, my account/s are in balance.

    Ok, if you havent had a response by 8th of April or if you only receive a further "waiting time" response then it might be worth you giving them a final 7 day letter when you will then need to take your complaint to the fosicon.

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  10. #10

    Default Re: RBS say I owe them money, my account/s are in balance.

    The deadline is 1st April (8 weeks from 4th Feb). Do you think I will have more chance of a satisfactory response if I tell them I will be taking them to court rather than fosicon?


  11. #11

    Default Re: RBS say I owe them money, my account/s are in balance.

    Quote Originally Posted by shakuri View Post
    The deadline is 1st April (8 weeks from 4th Feb). Do you think I will have more chance of a satisfactory response if I tell them I will be taking them to court rather than fosicon?
    Unless you are definitely going to issue a claim - do not make the threat - they receive letters making threats of court every day which people do not follow up, so they treat this type of letter with contemp..

    So yes, if you are going to follow through and issue a claim then you can advise that this is what you are going to do.

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  12. #12

    Default Re: RBS say I owe them money, my account/s are in balance.

    I do actually plan on going through with it. I have no doubt in my mind that I will win this so nothing to loose.

    Should I do this alongside fosicon or just court alone?

    Thanks for your help


  13. #13

    Default Re: RBS say I owe them money, my account/s are in balance.

    I finally received a response from the Group Executive Office on Friday 12th April. This response was only received after I sent an email to Stephen Hester's office. The case was transferred from the collections complaint department to the group complaints department.

    The response itself details the following-

    1. Regarding the delay they claim that although it must have frustrating for me, they kept me informed of their ongoing investigation- A templated letter saying they are still looking into it doesn't constitute keeping me informed as far as I'm concerned.
    2. They claim that my account went into an unarranged overdraft on 2 occasions in November and December and that my account was passed to collections on the 7th November after the first instance- They fail to note that I covered the shortfall on both occasions
    3. The letter they sent to me on the 20th of January was due to a "concern things could get worse" for me- on the 20th January my account was healthy and around 250 in balance.

    I've sent a letter back citing BCOBSicon rules 5.1.1 and 5.1.4 and given them 7 days to respond before action.


  14. #14

    Default Re: RBS say I owe them money, my account/s are in balance.

    Did you also respond to the points in their letter..

    I find their response quite bizarre.. They sent you a letter saying you owe them money when your account is in credit.. and then say they sent it because they assumed things could get worse ?

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  15. #15

    Default Re: RBS say I owe them money, my account/s are in balance.

    Yes, I responded to all points and cited BCOBSicon rules 5.1.1 and 5.1.4 within those responses.

    Yes it is quite bizzare, I feel like there is some sort of automated system that caused the error but they don't want to admit they are at fault.


  16. #16

    Default Re: RBS say I owe them money, my account/s are in balance.

    Just to be clear, the original letter stated "We've been trying to contact you and we've been asking you to call us or pay money into your account or accounts"

    There may have been missed calls when I was working but with no messages left I have no way of knowing. No other letters were sent previously relating to this.

    Still awaiting a response from RBSicon.


  17. #17

    Default Re: RBS say I owe them money, my account/s are in balance.

    Response received today.

    "I remain of the view that the Bank has not acted unfairly by withdrawing partial access to your account, which you have confirmed you were made aware of" - Yes of course I was aware of this, it is the very nature of the complaint!!!!

    "As you have stated in your letter, you understood you financial position at that time yet you have failed to make efforts to contact the bank to address the situation" - Why would I contact the Bank to tell them my account is in balance????

    "With this in mind, I confirm that the Bank is not prepared to return you account to the position it was in on 20 January, and I re-iterate my recommendation that you contact our Collections Department as advised in my previous letter. I trust this clarifies the Bank's position"

    Sorry for the overuse of punctuation there, I am still very angry about this response.

    The points in my letter were not even touched upon and clarifies my opinion that RBSicon really do not care! What are your thought's on where to go next with this.

    N.B. I have since found 2 letters dated November 2012 and December 2013 which notified me of the overdraft and loan shortfall, as mentioned previously, both of these letters say to either call RBS or make payment, on both occasions I chose to make payment. Is it worth sending copies of these letters to RBS to show that I did exactly what they asked in Nov and Dec?

    Thanks for your support so far!


  18. #18

    Default Re: RBS say I owe them money, my account/s are in balance.

    Just an update.

    RBSicon have decided not to respond any further to the points I have made and so I have referred this case to the fosicon. I also sent them a letter letting them know this and requested that all recovery action is suspended until the FOS have adjudicated, to which they have accepted to do.

    I received a default notice yesterday on my credit card (which is part of the same complaint). Should I make them aware that I have this letter accepting that all debt recovery will be suspended?


  19. #19

    Default Re: RBS say I owe them money, my account/s are in balance.

    Yes, I think you should send a letter along the lines of ..

    Dear Sir / Madam,

    I am in receipt of your Default Notice DATED.

    You will be aware that I have now lodged a complaint with the Financial Ombudsmanicon and I would remind you that in a telephone callicon/letter DATED, you confirmed that no further collection activity would be taken on this account until after the Financial Ombudsman had adjudicated.

    Therefore the arrival of the Default Notice would appear to be a breach of that conversation/letter.

    Yours etc.

    Please consider making a small donation to help keep this site running
    Click here to donatehttp://www.consumeractiongroup.co.uk...ages/link3.gif through PayPal (opens in a new window)

    Uploading documents to CAG ** Instructions **

    Looking for a draft letter? Use the CAG Library
    Dealing with Customer Service Departments? - read the CAG Guide first

    1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE
    2: Take back control of your finances - Debt Diaries
    3: Feel Bullied by Creditors or Debt Collectors? Read Here
    4: Staying Calm About Debt Read Here
    5: Forum rules - These have been updated - Please Read


    BCOBS

    2: Does your Bank play fair - You can force your Bank to play Fair with you
    3: Banking Conduct of Business Regulations - The Hidden Rules
    4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly
    5: Fair Treatment for Credit Card Holders and Borrowers - COBS



    Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

    PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE
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  20. #20

    Default Default Notice RBS CC Account in Dispute

    Hi,

    I have an ongoing dispute with RBSicon- see this thread

    The complaint regards all accounts with them and was due to an action that RBS took to place restriction on my accounts.

    Recently I referred the complaint to the fosicon and also let RBS know about this, I also requested that all collection activity is suspended until the FOS adjudicate, to which they accepted.

    My issue now is that the CC department have issued a default notice (dated 6th May). Is this enforceable considering I have a letter (from the Group Executive offce) saying that all collection activity will be suspended?

    Thanks


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