RBS failed SAR

[ken100464]

Valk

 

Same boat as you with failed SAR so wrote to CEO at RBS. Got SAR in 7 days.

 

Advise them you will write to ICO if they dont pull their finger out. It worked for me and now have SAR 7 days later.

[jamesbond]

what address did you use to write to ceo at rbs ken?

[valk97]

I've just had some of the SAR from RBS.

I don't quite understand whats going on, I'll have to write to them again.

 

They've sent a sheet with all my personal details on, this has so many errors, it's unbelievable.

 

Name; this is correct

Address; correct

Residence; Living with parents. I have not lived with my parents since 1984, 16 years before I took the loan out.Both my parents have now passed away.

Date of Birth, Day, Month and Year incorrect

Sex, At least they got that right.

Marital Status, Single,, I've been cohabiting for the past 20 years.

Home Phone Number, incorrect

 

They also have me listed as having four account numbers. A loan, a savings and a current account. I've only had a loan account with them, never a savings or currents account.

 

Do you think they've added someone elses debt onto mine.

They also said that more information will be sent soon. We'll see.

[kennyh]

Valk, things have definitely been going from bad to worse (as if that were possible). I fielded an enquiry which, after convoluted and inaccurate (on their part) responses meant that I ended up dealing with no less than 7 divisions. Even having dealt via CAG (and accumulated the appropriate experience) for almost 10 years now I was making absolutely NO sense of their organisation from branch to CEO so (being thoroughly 'brassed off') I went to CAB who, having thrown up their arms (presumeably in dispair) advised that I went to FOS. I am current leaving it to them. For your info along the way they have substituted my disabled son (in place of me) on a joint account with 'er in doors so, seemingly, nothing (and everything) is beyond RBS.

[Mike_hawk]

Hi Valk

 

Honestly don't think you'll remedy this without filing a claim, DPA is fine and it may prompt it to settle all matters arising from same.

 

You've threatened before and not progressed so now it sees it as a further opportunity to stall and obfuscate.

[valk97]

Things just get better with RBS.

I've now sent off my complaint to the ICO regarding the failed SAR.

 

Today, I had a letter from RBS giving me statements from two of the four accounts they reckon I had with them. These "statements" are just a single A4 sheet with some transactions on them.

One is for a savings account and the other is for a "Royalties Gold Account" (current account), which was £350 overdrawn.

The monies that I paid through the DMP has been paid into this account and when it was £360 in credit, the balance was sent to another account.

The thing is, I have NEVER had a savings, or current account with RBS.

 

Anyone got any suggestions as to what action I should take now.

 

Valk97

[Mike_hawk]

Home Phone Number, incorrect

 

Valk, have you tried contacting the owner of the above number?

[valk97]

I did think about giving it a call but thought better of it. If someone contacted me about a long lost bank account I would tell them to sling their hook.

I might go into the local branch of RBS and see if I can get some address info on these accounts.

[Mike_hawk]

Lol, ring anyway and withold your number..... if anyone answers just ask to speak to yourself, you'd have to guess that it's somebody with the same name

 

Try looking them up on 192.com, would be interesting to see if the age range listed is consistent with the date of birth in the banks response

 

Diligence isn't really a strong point for RBS

[valk97]

Just had a look on 192.com. There's someone with the same initial and surname in the area of the phone number.

I then cross checked the limited details I had with the phone book, I found the same name and address but the phone number was different.I suppose they could have moved.

 

I'll probably go into the bank on Monday and see what I can dig up.

[valk97]

I just came across an old CRA report from 2006.

Funnily enough, there is a record of the loan default on it, nothing about any other account with RBS. The two bank accounts that I've had for the past 20 years are on there too.

[Mike_hawk]

Hi Valk

 

You don't think CCCS could have transposed client details whilst they were managing your DMP?

 

I wouldn't rule out anything just yet, may be prudent to ask them to send you all records they have on file... it falls within the DPA but I don't believe they charge a fee

[valk97]

Had to go into the loft today, so had a look around and found a box of old paperwork.

 

I came across the original loan agreement and a few other bits. There was a letter in there from the CCCS which was asking about another £5k that RBS had added. Also I found a copy of a letter I sent to RBS in 2003 asking what they were playing at. But as everything was going through CCCS I never followed it up.

CCCS are certainly did not mixed up clients. RBS have saddled me with someone elses debt.

 

And to top it all, I had a letter from Brian Carter today. Still, give them enough rope and all that.

[Mike_hawk]

Hi Valk

 

 

I think you need to nip this in the bud, Carter will file the claim and it will only serve to complicate matters. BC are effectively on a fixed fee arrangement, they know bugger all about the case with the exception that they probably earn £70.00- £80.00 per file for sending the LBA and filing the claim on MCOL. Beyond that they have no interest in the litigation process.

 

Few contact details for you below....... think you may have one or two of these already;

 

Tudor, Joyce \(Retail Compliance, UK Retail\) [email protected]

Joyce Tudor 0131 626 1669 or Margaret Mackenzie 0131 6260 734

 

Taylor, Aileen (Group Secretary) RBS.com

Apparently still on maternity leave, but heyho still an officer of the company Tel: 07748 321 155

 

Failing that try her deputy.... Gary Stewart 07826 917 362

 

Also Jan Cargill on all Board and Corporate Governance matters...... landline and e-mail addys for her and Gary Stewart [RBS Secretariat matters], at the contact details below:

 

Jan Cargill - 0131 626 3860 ([email protected])

Gary Stewart - 0131 626 3957 ([email protected])

[valk97]

Posted a letter today to Joyce Tudor , as well as one to the Freddies. The letter I had from Carter was just to tell me to contact the Freddies to pay up.Told the Freddies that the account was in dispute,,again.

 

Also phoned the FOS who have forwarded a complaint onto RBS.

 

I'll have to wait and see what happens now.

[Mike_hawk]

You can but hope it sees sense and investigates fully, this is RBS though so be prepared for more drivel

[valk97]

Just thought I'd update the thread.

 

I had a reply from the ICO on the 20th December saying that they will be in contact as soon as possible, I'm still waiting tho.I've still not had any information regarding my loan account or the other one they attached to me.

 

I also had a letter from RBS regarding my complaint about the "extra" accounts they have for me. They said they would have a final response by 31st December, that didn't happen. The letter from the FOS said if it had not been resolved in 8 weeks to forward the FOS complaint form on. This will be done today.

 

I had another 3 letters from RBS telling me that these 3 accounts that don't belong to me are being passed to the Freddies, again ! I'll include these letters with the FOS complaint form.

 

I really don't understand what they think they will gain by prolonging the issue.

 

Would it be worth me contacting a solicitor.

 

All the best

 

Valk

[citizenB]

If they are passed to Fredericksons again and they make contact, simply respond by advising that the accounts are being disputed and provide the references from the FOS and ICO.

 

That should stop them in their tracks.

[valk97]

Just updating

 

I've had a letter from the FOS saying that they will be in contact shortly but have not heard from the ICO as yet.

 

Yesterday, I had 3 seperate letters from RBS telling me that all of these accounts have now been passed to Westcot and they will be in contact soon. Somehow I don't think that the left hand of RBS know what the right hands doing.

 

When Westcot do get in contact they'll get the "accounts in dispute" letter.

 

Valk

[citizenB]

If Wescott make contact, yes, send the In dispute letter and also give them the reference numbers from ICO and FOS.

[kennyh]

 

Somehow I don't think that the left hand of RBS know what the right hands

doing.

Ain't that the truth! They don't even speak with the same tongue within the same division.

Even the FOS had some difficulty getting a consistent story and although the person at FOS doesn't know it, she STILL hasn't been given all of the correct facts.

[2Grumpy]

From what I have seen on other threads, there are instances where RBoS have set up accounts that the customer wasn't aware of. They have then transferred money from account to account, effectively transferring the debt from one account to another and allowing them to add interest on the new account where it wasn't chargeable on the original. Be worth checking for ...

[valk97]

Just thought I'd update the thread.

 

I had a phone call from an adjudicator from the FOS asking for some more details. Rbs had sent her the same incorrect personal details as they sent me and she wanted a copy of my passport. She then said she was going back to RBS for more information. This was on the 8th March, I'm still waiting to hear from them.

 

On another note, RBS hold all incorrect personal information for me, date of birth and such but they asked me to supply "proof of identity" by taking my passport into a branch to be verified.

Now if my DOB is different to the one they hold on file, surely they shouldn't of sent out part of the SAR I requested.

 

I still have'nt recieved the full SAR and the ICO have never been in contact since sending me a letter saying they will be in contact soon, which was sent 20th December

 

Valk97

[valk97]

Progress, sort of. I've now had a reply from the ICO, below is their decision.

 

RBS has confirmed that they responded late to your Subject Access Request.This was due to a high level of requests received at the time and an inadequate ID check conducted.

 

In repect to the inaccurate information held, RBS has explained that additional "Customer Identification Numbers" (CINs) were assigned to you in error.This resulted in you being linked to multiple accounts.

 

RBS explained that only one account actually related to you, and that full information relating to this account was destroyed in 2004, in line with their retention policy.

 

RBS has confirmed that arrangements are being made to close the three accounts erroneously linked with you.

 

RBS also confirmed that the staff responsible for these errors has been identified and the appropriate manager contacted to address the matter appropriately. Furthermore, RBS confirmed that they are reviewing their Subject Access Request procedures in light of your complaint.

 

On the basis of all the information provided by you and RBS, we have decided that it is unlikey that RBS has complied with the requirements of the DPA in this case.

 

This is because it appears RBS did not comply with your request within the statutory time scale. It also appears that RBS were holding innacurate account informatin in respect of you.

 

However, the Information Commisioner has decided that further regulatory action is not required at this time.

 

When deciding whether regulatory action is appropriate, we take into account the organisations record of compliance with the DPA (including any previous assessments made) and any other information that is in our possession.

 

Having carefully considered all the information we hold about RBS, we are satisfied that it takes its obligations under the DPA seriously and that we need take no further regulatory action at this point.

 

I've also just had a phone call from the FOS, RBS has basically admitted all of the above and the way they want to "put things right" are as follows.

 

They have said that because I had been paying someone elses debt for 6 years they will transfer all the money that I have paid, into my loan account.

 

All the interest added to my loan account during these 6 years will be removed.

 

They will also give me some compensation for my inconvenience and stress, this amount will be, £300.

 

The FOS assessor has told me that this is normally what would be paid in these circumstances.

 

I asked what the end figures would be but the assessor said she didn't know and that it would take RBS several weeks to get these figures together. I've told her that I won't make a decision to accept the offer until I see the final figures from RBS.

 

To say I'm dissappointed with £300 compensation is an understatement. RBS have totally ignored me and gave me the run around. I've written many letters, had to drive a 35 mile round trip to get my passport photocopied and paid for a SAR (which still has not bee fulfilled or refunded the money as they told me they would). I've had many letters from debt collection agencies and solicitors.

 

RBS has tried conning me out of several thousand pounds, they've been found out and offer me £300 to "put things right"

 

What are your thoughts?

 

After this is sorted, the next step is to reclaim the £1050 they charged me for PPI.

 

The fight goes on.

[Mike_hawk]

Looks all too familiar, request all correspondence between both the ico/rbs & fos/rbs. Both are fairly quick (circa 2 weeks) to comply.