@natwest_help Miss

[georgianelson7]

So apparently Natwest do their damn hardest to stop you paying off your credit card!!!! After calling last month to pay off the full amount they advised i could not pay it until the interest had calculated and a letter was received the following month, however they had intact closed the account so no other charges would be received! Today i received a call to tell me i had to make an immediate payment as i owed £100! Is this a Joke? not only that, the patronising little boy on the phone treating me like a thief did not help!! Following this i called your points helpline to feel a little better about all the money on the card and claim the points, which when hearing the amount works out at 0.02p for every £ spent! what an absolute waste of time! Ideas on how to argue this case would be much appreciated!

[*RainbowTears*]

So if I'm reading this right;

 

You wanted to make a payment to your credit card (CC) that would clear any outstanding balance.

 

Natwest response was too say "no, not until we calculate the interest & send you a statement".

 

Then instead of doing so, they in fact closed down your CC facility & demanded payment.

 

I've no idea what the points thing is, so leaving that aside.

 

Not great Customer Service at all, esp as you wanted to pay! So If this were me I would write a letter of complaint, detailing exactly what happened & when etc, to;

 

This is Natwests online Complaint form;

 

https://www.natwest.com/global/contact-us/complain-js.ashx

 

This is also Natwests Complaints phone number;

 

0843 504 0271

 

Please do correct me if I am wrong anyone, but I am sure a Bank has the right to terminate a CC for whatever reason they wish too. (It would be in the CC T&C) But usually for them to do this, there's a reason behind it.

 

As for making a complaint you do have to follow their complaints procedure & if that does not satisfy your complaint, then you will have the option of making a complaint to the Banking Ombudsman. (But this is only after the complaints procedure has been exhausted)

 

I do hope you get the resolution your after.

 

Good luck...

[citizenB]

I agree that a formal complaint should be made to their head office. You must head your letter/email/complaint form "Formal Complaint".

 

Pretty much advise what you have already said. They will have 8 weeks in which to respond - if they dont, or dont respond satisfactorily, then you will be able to escalate your complaint to the Ombudsman.