Me Vs Natwest

[cakey]

keep on pressing on, they will back down. Also if you take it to court you can also add the fees to your claim

[go4it]

Right..letters from Natwest!

 

First one.. I contacted Manchester Customer Service as unhappy with customer relations. Was told they had an 'expert' there who could help. Made it clear that I wanted them to sort ot before I wrote to Sir Fred. Response:

 

" Due to the nature of the issue and to ensure the best possible resolution of this matter, i feel that it will be beneficial for your concern to be taken forward by our customer relations unit - a specialist team dedicated to resolving more complex concerns"

 

As stated above, Stuart Higley replied:

 

" Your letter of 18 April has been passed to me because of my prior involvement. I am sorry that you have translated my reply to your comments, essentially thhose you have lifted from the website, as 'standardised'. It was important that you were furnished with the bank's opinion on the charges that are taken when customers have items presented on accounts where insufficient funds rest.

 

----Excuse me Mr Higley, but I don't get paid to write letters! It's non of your business where my letter comes from, the info is the same! How many ways can you write 'these fees are wrong and illegal!'.

 

The OFT has been in contact with us and seven other major credit card companies to discuss the level of charges on credit cards. It is important that I emphasise these discussions were limited to credit cards only. We will be considering the detailed statement made on 5 April by the OFT on credit card administration charges and we have until 31 May to respond.

 

Consequently, against the background, differ views etc etc

 

However if you feel that any of the charges are incorrect please let me know the dates and amounts of those you dispute together with a brief explanation why and I will be pleased for them to be reinvestigated.

 

blah blah blah blah

 

Stuart Higley

[dave]

Ha - because banks wouldn't use a standard letter to send to their customers; they just wouldn't treat them with that kind of contempt...would they?

 

;-)

[go4it]

right..sent reply to Stuart Higley with list of charges.

 

lets see what happens.

 

if it's not the response I'm after then hello moneyclaim.

[kotum45]

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

 

I am going to be instructing them tonight!!! Does anyone know stuart highleys office so I can direct the bailiffs there.

[go4it]

as daft as it sounds, I wonder if he exists. I called customer relations today, and they said he was away from his desk. I wonder if stuart higley is an anagram of something???!!!

[Neo]

as daft as it sounds, I wonder if he exists. I called customer relations today, and they said he was away from his desk. I wonder if stuart higley is an anagram of something???!!!

 

EAT UGLY SHIRT

SH*G YE LIT RUT

GAIL THE RUSTY

SLAG YE HURT IT

GAY THEIR SLUT

 

I like the last one best

[go4it]

sent a long letter to Stuart Higley, with a list of the charges I was disputing. Also asked him if he had a contact number so that my student union could give him a call.

 

Thank you for your letter of 3 May 2006.

 

As you have copied your letter to Sir Fred Goodwin, I will routinely brief his office with details of the correspondance that has passed between us and our response will be sent to you from there in due course.

 

I must add that I am sorry that you are dissatisfied with my handling of your complaint thus far but I had gained the firm impression that unless I provided you with a refund, now £322, your course had already been determined to instigate legal action against the bank.

 

Yours sincerely,

 

Stuart Higley

 

 

It's sort of like Deal or No Deal - he thinks I'm not serious enough to take it to court.

[Seminole]

I think you should stop pussfooting around and either send the letter before action if you haven't already done so or, if you have, initiate proceedings. For the amount in question you are likely to be offered a full refund plus costs before the matter gets anywhere near a court room.

[go4it]

Thanks seminole, I think I'm living in a dream world where natwest are going to say 'we are very sorry, you are valued customer, please accept this refund'. Time to put my foot down and roll my sleeves up. Stuart Higley doesn't think I will take this to court, but unless he delivers the goods in the next few days then I will!!

 

 

Merged threads, please keep to the same one.

[clairus99]

EAT UGLY SHIRT

SH*G YE LIT RUT

GAIL THE RUSTY

SLAG YE HURT IT

GAY THEIR SLUT

 

I like the last one best

 

R, EAT SH!T, UGLY

 

 

 

(hopes not to offend anyone.... surely not...?)

[go4it]

Claim submitted. After the letter I sent to Sir Fred, Stuart Higley wrote to say he would be sending all our correspondance to his office. Then one of Sir Fred's staff wrote to say they would soon be in contact, been well over a week in waiting so time has run out.

[go4it]

Sorry but this is a seprate thread to my orginal one...Sir Fred Goodwin has sent me a letter!

 

Key points I raised..

After being unhappy with Mr Higley, I asked for Sir Fred's address. Kelly Bramhall at Care Centre told me to write to her as she had an expert on bank charges who would discuss the matter. The letter got forwarded to....Mr Higley!...there was no expert.

 

Danny Jones at a call centre has told me that charges are a profit making scheme, and that the bank is a business.

 

I asked for a number so that my student uniion could give them a call

 

Dear XXXXXX

 

Thank you for providing me with a copy of your letter to Mr HIgley on 3 May 2006.

 

I have noted your comments as to the way that NatWest has handled your request for a refund of charges to your account. I am sorry if you feel that you have not had the level of service you expect, especially in that earlier questions raised by you have not been answered. Please accept my apologies for the additional trouble and inconvenience this has caused you.

 

I am aware that Mr Higley has turned aside your claim for a refund of charges applied to your account since February 2001. As Mr Higley has already advised you, NatWest considers the charges to be fair and reasonable and that they comply with current regulations. From the information that I have received, you obtained a refund of £38 in October 2005 from XXXXX branch and were told at the time that no further refunds would be made where the bank was not at fault. In addition, after the last amount of unpaid charges were debited to your account, the manager at XXXXXXX branch agreed, as a further gesture of goodwill to refund £50 to your account. You persisted in seeking a full refund of the additional £64 but the centres you spoke to declined your request. Given the circumstances, I believe that bank have been more than fair and I am not, therefore, prepared to agree to your request for a refund of £322.

 

On the question of charges, NatWest looks at each customer's request on an individual basis. Depending on the circumstances, the customer may obtain a refund, or partial one as in your case, or will have their claim turned aside. It is not, therefore, appropriate to provide a central number for you to pass on to your student union. If a customer has a genuine concern then they should go to their branch.

 

I am sorry for any confusion when you spoke to the centres. Kelly Bramhall had not meant to give the impression that there was someone based within her unit that would handle your query and please accept my apologies for this. The process has been in place for some time to forward any such letter's to NatWest's customer relations unti to handle.

 

Similarly, Danny Jones did not qualify his response to your question as to the basis of the charges taken by the bank by saying that charges, such as an unpaid fee, covered the bank's costs. Given that the bank is in the process of responding to the OFT report regarding credit card charges I do not want to pre-empt the formal replay by answering your question on how the bank's charges are calculated.

 

I appreciate that you have spent some time in raising this issue with us and I am grateful for taking the time to do so and for the patience you have shown in allowing the bank to address matters. However, after carefully reviewing all of the facts, as I have already stated I cannot agree to refund the charge of £322.

 

If you are dissatusufed, Financial Obmbudsman, blah blah

 

Thank you for raising this issue with me.

 

Yours sincerely,

 

Fred Goodwin

 

Replied 25 May, nearly 3 weeks. In the meantime I have gone through Moneyclaim and submitted a claim.

[jpet77]

Wow! - Do we stand any chance when the top man himself is telling us to **ss off? - Am still going to persist though - nothing ventured, nothing gained

[cumbria123]

He`s bound to say no, if he said yes he could wave bye bye to his bank & it`s shareholders. So what if he`s the top man, his bank has refunded over £70,000 so far and he`s still got the courts to answer to, don`t give up yet...!

[go4it]

Sorry of this is mentioned elsewhere but I've looked in FAQs and can't find any mention of it.

 

Gone through Moneyclaim and Natwest filed defence. The claim was deemed to be served on 24th May, however Natwest filed defence on 22 May. Do I have to wait 28 days from the date the claim was deemed to be served or can I count 28 days from when Natwest filed the defence?

[barracad]

Threads merged - please stick to one thread!

 

Counting 28 days for what?

 

If they have filed their defence what are you counting 28 days until?

 

Are you sure they've filed a defence?

[go4it]

sorry - forgot about the other thread - will keep to this one!

 

Sorry I meant that Natwest had acknowledge the claim, not filed defence. originally they had until 7th june to respond as that was the date given when the claim was sent on the 19th may, deeming to be served on 24th may. Do I count 28 days from when they filed defence (22nd may) or from the date of service (24 May)? So far they have not filed defence, I am trying to figure out whether deadline is today or wednesday.

[barracad]

28 days from the date of service (which will be Wednesday), so Thursday morning you would be able to apply for default judgement if they haven't put in a defence.

 

Have you received any offers etc from their solicitors since you filed your claim?

[go4it]

thanks for that. so Natwest would have had 30 days to file a defence. I've received no offers as from anyone as yet, I'll wait and see what happens over the next few datys. Claim is for £375 in total.

[go4it]

deadline passed with no defence from Natwest, judgement by default request entered this morning.

edging ever closer to the end!

[go4it]

This topic was closed on 03/06/19.

If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support their.

If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened.

- Consumer Action Group