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What form of complaint I can make against Natwest?


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Hi Guys,

We had an issue with Natwest which we tried solving by visiting the branch, but the advisor tried to play down their mistake and we are still in a mess.

My wife made a payment from her Natwest account to my credit card. After about two and a half months we got a DCA letter asking for the full credit card balance. ON calling back we found they receivd no money for last 2 months from my wife's account.

We did not receive any statements indicating that the money wasn't paid through. As my wife does online banking, she didn't see any bounce back. The money £30 in first month and £40 in second was taken from her account and we can see it being deducted from her account. But it wasn't paid to my credit card(Natwest again). Now, neither the bank, nor the credit card informed us. Apparently, credit card people thought that I am not gonna pay so they passed on the account to a DCA.

When we went to see Natwest, it took them 30 minutes to figure out that something has gone wrong and so payment didn't happen. Twice!!!

 

Natwest advisor tied to ask credit card guys to refund any charges and take account back from DCA, as DCA is being a big pain and demanding £110/month for a total debt of £657. BUt credit card guys can't do anything we were told. All i sensed is that the advisor tied to play down their mistake and pretended to be very helpful

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Well can't you CCA the DCA? It'll take them a while to come up with the proper documentation. I would write directly to Natwest customer services (or anyone more senior if anyone knows?) because the situation is absurd. Point out the bare facts and end with something like it is unacceptable to be pursued by a debt collection agency as a result of a mistake made by Natwest.

 

There are economic factors in your favour, the person looking at the complaint costs time so the higher you take the matter the more it costs them in time and resources. I don't see how there's any way they can make this stick.

 

It is unlikely they would sell a debt to a debt collection agency so quickly anyway, they tend to have some sort of in house agency they use, this may be the case here.

 

Did you ever get to the bottom of where the funds had gone? Its just that if, for example, you had set up an standing order yourselves and put in the wrong details you could have difficulty...

 

Very unusual not to get a credit card bill, particularly for two months. I know MBNA called me once when I missed a payment.

The views I express here are mere speculation based on my experience. I am not qualified nor insured to give legal advice and any action you take will be at your own risk.

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Ya , I am definitely going to CCA the DCA, more so because when I first called them to explain the situation, I was ridiculed by the DCA advisor.

 

Also, I m definitely gonna make a very strong complaint on two points:

 

1) Bank's mistake in not been able to locate 'missing' funds for two consecutive months and not been able to INFORM us in due course.

2) Bank's fault in not been able to explain the reason why it occurred and assure us it wouldn't happen again to us or to any other customer.

3) Banks' responsibility for all the consequences we have to face becaus of this.

 

Now, I am looking for a format for a letter to include all these points in a professional way. And i m gonna drop a copy to my branch on monday ad post one to their CRU.

Any volunteers to help me format it??

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you also need to check with the credit reference agancies as this will have been reported to them and gone against your creditworthiness ,if so i would be demanding a senior manager and also compensation for the expense of checking with reference agancies and all calls to and from NW and the expenses traveling to and from the bank....go for it they have tarnished you ,then you want someone in a superiour position like a area manager not one of their muppets

patrickq1

http://www.consumeractiongroup.co.uk/forum/welcome-consumer-forums/107001-how-do-i-dummies.html

 

 

 

 

Advice & opinions given by patrickq1 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

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"I was ridiculed by the DCA advisor."

 

I believe this is what they are trained to. Don't take it persobally, how can you win when logic will not work?

 

Yes get someone senior to look at it, it costs NW more but more importantly they will have the discretion to actuall do something.

The views I express here are mere speculation based on my experience. I am not qualified nor insured to give legal advice and any action you take will be at your own risk.

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