Another win against Natwest

[mrsfoot]

Only a little disagreement but its a victory non the less

 

Hubby is guarantor for a rental property. Tenant failed to make the rent paymnt on time and w knew they would try get the amount from his account even tho it was being paid in cash a numbr of days late.

So 27th dec hubby went into local branch and asked for the SO to be cancelled. Was informed it had been cancelled and no money would leave the acct. Checked our DD for our rent was still in place and had this confirmed in writing

On 31st Dec we noticed £525 was missing from the acct. So hubby went in..and was promptly told he had not spoken to the agent (even tho he clearly remembers doing so) as she was on holiday and that the SO was not cancelled. It bcomes clear NW paid this SO for the tenants rent, but refused to pay our rental DD as it would send acct £10 od!!! Was informed NW would recall SO b advisor, but this could take a while, so we were bst off contacting the tenant whose rent it was. Hubby lost his temper (not following my instructions I must add) and Natwest advisor threatned to call police so hubby left.....after telling them "customer charter...your having a laugh"

2nd Jan we called NW customer complaints team. Gave all details. Was told no SO could be recalled. Had it confirmd the advisor he originally spoke to was indeed in work and accessed our acct..meaning she lied . To top it off we were being charged for the non paymnt of our DD. Hubby said he would take complaint to his advisor (me lol) and put it in writing.

10th Jan....nice little lump sum for compensation (£250) for disruption and stress was placed in the acct....AND a written apology frm the "holidaying" advisor who wrote "with the xmas period I was a little off kilter and made a mistake on what days I was working......I look forward to seeing you in branch soon"

 

Thanks NW!!!!