Me Vs Natwest

[go4it]

hi, I'm new to all of this, so sorry if I ask for something that's already been said, I would appreciate any help!

 

I have a natwest mastercard which has seen £60 of late payment charges on it. I also have a Natwest graduate account, which has occured £150 in charges over the years. I want to obviously reclaim these charges, but from the posts that I've read it seems that Natwest are a tough nut to track.

 

In the past, when I have been charged I have sometimes gone into Natwest to ask if they can help. Normally I've explained the situation and on a few occassions that have waived the charge. Instead of going down the letters route, for my mastercard I am thinking of ringing them up asking for the charges to be reimbursed. if they say no, they I will pay off the card and ask them to close it and file a customer complaint. If I can open a new main account, I am thinking along the same lines.

 

What I need is an arguement, I know these charges are unfair, but can anyone sum up in a few lines why they are unfair and why natwest should listen to me?

 

i'll keep you updated how I get along!

[BankFodder]

The answers are all in the FAQs and in the forum material

Read the FAQs

[go4it]

Used the letter in the library to write to Natwest to ask for £100 in charges back. Reply that has come today:

 

Dear

 

Thank you for your recent letter concerning the various charges applied to your NatWest MasterCard account.

 

As a goodwill gesture, I have refunded the overlimit and late payment charges that have been applied to your account to the total of £100. These refunds will appear as credits on your April statement, indicated by a minus symbol.

 

Whilst I note your dissapointment with the overlimit fee on your March statement, the charge was automatically applied when the balance on your account exceeded your assigned credit limit of £X.

 

Where an account exceeds this limit, and there are no guarantees this will happen as it is dependent on whether the request is referred for authorisation, the bank reserves a right to charge an administration fee.

 

I must advise you that in line with the terms and conditions, the late payment fees were applied automatically to your account when your payments were overdue. The late payment fee is debited by an automated system and is applied without exception.

 

I note your comments regarding the terms of the contract, however, when you signed the Credit Agreement, you committed yourself to monthly repayments of your borrowing by a stipulated date. This was on the understanding that any borrowing would be interest free provided that the balance was paid in full by that date. Customers who fail to do so can expect to incur interest on their borrowing, and a fixed penalty notice, which currently stands at £20.

 

I am sorry that you feel that these terms are unfair, but you did agree to them when you opened your account. If you feel that you can no longer abide by the Credit Agreement, you should consider whether this account is suitable for you.

 

You may like to consider paying the account by Direct Debit where either the minumum or full monthly payment can be taken from your preferred bank account automatically each month in order to avoid further charges.

 

I have taken the liberty of enclosing a Direct Debit mandate should you wish to consider the method of repayment. Please note, if you fail to arrange future payments to reach us before the due date then any further late payment charges applied to your account will remain valid.

 

Mr X, I trust my letter answers the issues you have raised and clariffies our position.

 

Yours sincerely,

 

 

 

Mike Bailey

Senior Customer Advisor

Customer Concerns

 

 

Few points - I did not mention my digust at the March payments. I was digusted as I only went over my limit because I was charged for a late payment. I sent the general letter from the library, and stated that I was wnting to claim £100 which had been a result of late payment and over limit fees.

 

Hope this helps!

[BankFodder]

Could we have a scan of this letter please to [email protected]

[sazz]

 

I must advise you that in line with the terms and conditions, the late payment fees were applied automatically to your account when your payments were overdue. The late payment fee is debited by an automated system and is applied without exception.

 

So is it me or is this paragraph not an admission of the fact that PC's 'issue' penalties that are unfair, not '2 people to manually intervene'?

 

 

 

[Bookworm]

Yep.

 

That's why I want a copy of it for the files

[go4it]

have tried to send it after scanning, but file size is enormous so not sure whether it has been received. I don't mind sending it to an address if you want to PM me.

[dazza12]

If when you scan it, you save it as a TIFF file, it'll still have all the relevant content but it's a lot smaller than the original.

 

It's likely the file the scan generated was a bitmap (BMP) file and is therefore huge.

[CrispDust]

Interesting tone of letter.

Notice that they put the emphasis on "your disgust with the fee being levied" or words to that effect.

We all accept the terms and conditions when we sign the agrrement/contract whatever. wee are not arguing about that, its the extreeme level of fee charged that we object to.

They don't seem to have got it do they ?(or are not admitting it) Making you look the guilty party!

[BankFodder]

have tried to send it after scanning, but file size is enormous so not sure whether it has been received. I don't mind sending it to an address if you want to PM me.

You've got the address in a post above - research@

[go4it]

having already received £100 for NW Mastercard, had high hopes for my current account...but they are proving a tough nut to crack...

 

Dear

 

Thank you for your recent undated letter and I apologise for any dissatisfaction caused by the application of charges to your account.

 

We believe that our charges are fair, reasonable and transparent. We consider that the amounts debited to your account have been applied strictly in accordance with your agreement with us and out published tarif, which we are satisfied complies with all applicable laws and regulations. We are also committed to ensuring the transparency of the information that we give to our customers about the operation of our products.

 

Agsinst that background, we must differ to the views expressed in your letter. Accordingly, the charges that have been applied to your account must stand.

 

I am disappointed to note that you are contemplating legal action against the bank. Whilst I hope you will feel able to reconsider, should you decide to go ahead, pelase ensure that any Proceedings are served on our Registered Office address, which appears at the foot of this letter.

 

However, thank for you taking the trouble to write,

 

Yours sincerely,

 

Stuart Higley

Customer Relations

 

Need to put my thinking hat on to write back to Stuart

[cheddar]

It's their standard letter that most people get just follow the step-by-step guide and send the next letter or file a claim (depends what stage you are at).

[go4it]

Natwest - grrrrrrrrrrrghhhhhhhhhhhh!!!

 

Already in process of trying to claim £258 back. First letter back was usual - fair, transparent etc. Sent one back saying your fees are an illegal profit making scheme - cough up in 7 days or see you in court. I recently transferred some money to my credit card but transferred too much and forgot that I sent some payopal payments to people. Natwest refused all four and have charged me £114.

 

Funny enough, when I was in the bank recently they asked me lots of questions like what can we do to make you happier etc.

 

I have it in writing from a Natwest employee that fees are automatic, hoping to use this to push my case.

 

Will keep people updated..

[Tree]

Take a look at www.govanlc.com/bankcharges.html

 

It worked for us, NatWest took £111 in two days for bank charges the letter we sent after copying from this site got it back.

 

Good Luck

[Tree]

Look at www.govanlc.com/bankcharges.html

 

We copied the 1st letter, filled in the appropriate section and got back £111 that the bank charged us.

 

Good Luck

[go4it]

thanks for that..I hadn't seen that site before.

 

Letter back from Natwest today, they won't do anything and have given me the address to put legal action to.

 

Been on phone with someone at customer lending to dispute the £114, he won't refund it as he says I'm only allowed 2 goodwill charges (which they have done in the past when I have kicked up a fuss). Referred to the OFT thing, he says it does not apply as I accepted the charges at time of opening account.

 

interesting point - I stated to him that I thought the charges were part of a profit making scheme, to which he agrees. He says the bank is a business and they have to make money.

 

not sure what to do as people don't seem to be having much luck with Natwest at court.

[alanfromderby]

Have a look at the FAQ's:

 

http://www.consumeractiongroup.co.uk/forum/forumdisplay.php?f=5

[cheddar]

Natwest - grrrrrrrrrrrghhhhhhhhhhhh!!!

 

I have it in writing from a Natwest employee that fees are automatic, hoping to use this to push my case.

 

I think that admin would be extremely interested in a scan or copy of this letter!!!!!

[go4it]

have sent it already to mods. letter states "the late payment fees were applied automatically to your account when your payments were overdue. the late payment fee is debited by an automated system and is applied without exception."

 

is this a knight is shining armour trying to help the cause whilst keep natwest bosses happy??!!

[cheddar]

Ooooooooooo! Now then thats a good one!

[go4it]

I was unhappy with all the responses I got from Natwest, fair transparent etc. I was annoyed that the letters were standardised, and that they did not address any of my issues. I called to see who I could write to if I was not happy with Customer Relations (in particular Stuart Higley). I was told to write to KELLY BRAMHALL in Manchester, whho had a colleague who was an expert in bank charges. I write off, they write back saying they need 10 days. They write again (this time SUSAN LAW), to say it's been referred to Customer Relations, and low and behold guess who writes back..STUART HIGLEY! HE's not going to refund me, and says that he's made the ligitation team aware that I'm going to start legal proceedings.

 

Don't really have the time or money to go to court..but if I must I must. I wonder of Sir Fred Goodwin knows how appalling Natwest customer service is??

 

As a student I am considering consulting the student union, particular as Natwest has a branch on our campus.

[jonni2bad]

Good idea - that might get their back up !

[go4it]

btw...

 

does anyone know the ruling on students?

 

on the phone, an adviser told me that students should not be charged. I had a student account, turned it into a graduate account, then went back to uni to do a post grad. the adviser said I should have informed them (which i'm sure I did) that I was becoming a student again.

 

also..

 

is the OFT ruling limited to credit cards only. Stuart Higley seems to think so. This guy is becoming more frequent on these boards, if he ever gets charged and needs some extra cash I'm sure he could get work as a Pantomine villian at Christmas.

[Guest Lueeze]

Its not Creadit cards only, as you will see on this forum virtually any company that charges punitive charges are unlawful...

 

Good Luck

 

Lou

[Seminole]

When someone eventually gets a judgement against Nat West and has the opportunity to send in bailiffs, I think it would be a splendid idea to target Mr Higley's office