I have had a joint current account for
the past 30 years, in that time the bank has made many thousands
of pounds from me. I have an Advantage Gold account with a £2000
overdraft facility and an unsecured loan of £6000 which
is not and never has been in arrears. In November the overdraft
was exceeded on various occasions due to personal financial stresses
and strains. I completely understand that I should not have done
this, the maximum I was over the limit was £320.
Then in early December I received what
was obviously a standard letter from the bank telling me that
because I had exceeded the overdraft limit I must return my cheque
books and switch cards and if I didn't they would send someone
to collect them. It is impossible to talk to someone directly
at the bank so I dialled the 0845 number and finished up talking
to someone at their Lending Centre. He said that despite what
the letter stated the account and overdraft were still intact
and ongoing, just please return the switch cards and they would
issue cash cards instead. I was also told to order the cards from
my local branch which is not the branch my account is held. That
is in Essex still but I have lived in Hampshire for the past 20
years. I went that day to my local branch and told them the situation,
I was told they would order the cash cards and if there was a
problem they would contact me. Three weeks later just before Christmas
no cards had arrived, so needing to withdraw cash I took my passport
and driving licence to a branch. They stated that the bank had
reacted in a knee jerk way but my account was tagged so I could
not have a card of any sort but he would see what he could do.
Again no contact was made by the bank so I telephoned the lending
centre on Tuesday the 9th of January as the bank bounced a standing
order because money paid in had not cleared until the following
day. This did not ever happen before all this trouble started.
The young woman at the lending centre said she rather agreed with
my frustration and told me that the £30 fee would be returned
and she would organise the cash cards be sent. I waited another
2 weeks but no cards arrived. On the 23rd of January I telephoned
the Lending Centre again and spoke to a man. He stated that he
would remove the tags against the account and the cards would
be despatched to me so I at least could use a machine and not
have to visit the branch with identification. He gave me his solemn
assurance that he would organise it that day. Again nothing has
arrived except a standard letter from the NatWest charging me
£30 for a standing order of £17 which they would not
pay yesterday because I am a day late in having 3 cheques cleared.
Doubtless they are within their rights
but it all seems so vindictive to me, also I feel it is very wrong
to:
a) Write a letter to me stating that the
cheque books should be returned when what the meant was only the
switch cards should be returned and cash cards be issued in their
place,
b) For me to have three separate conversations
with officials at their Lending centre over the past 2 months
who have all assured me that the cash cards would be issued forthwith
and nothing happens.
I realise I must complain in writing to
the bank but I feel so frustrated that the only means of communication
is via the 0845 number to get to the Lending Centre and then talk
to a different person every time. On every occasion I have been
assured the cards would be despatched but I am still waiting.
If they are not prepared to issue them why do they not write to
me stating why the cards have not been issued despite all the
promises and what I must do to obtain them?
