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Name: Paula

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Appalling customer service and care which includes bias, prejudice and lack of care.

I wouldn’t even rate this bank one to be honest. This rating comes after my husband and I have banked with RBS for approximately 16 years. The bank as it stands were always happy to support us until due to my own stupidity I found myself to be in debt. My husband and I did however always manage to pay our bills and we never once defaulted on a payment however the strain of finding the money eventually became very difficult and I took the decision to look at an IVA in the hope that the monthly payments could be reduced and managed. The finances I were wanting to put on an Iva were from store cards and credit cards etc but I didn’t want a joint loan that my husband and I have with RBS to be included in the IVA as I didn’t want my husbands credit to be affected if I could help it. We were able to pay the loan amount as we have always done for the duration of the loan term. After I made the difficult decision to enter into an IVA on the grounds that my joint loans were kept out of the agreement Freeman Jones who my IVA is with wrote to RBS to inform them that I was entering into an agreement but my joint loans wouldn’t be affected and my husband would become responsible for them and continue to pay for them as always. I didn’t hear anything from RBS, neither did by husband until we my husband tried to pay the monthly loan and found out that we had been totally frozen out of our account without any prior warning what so ever. When my husband called RBS to ask why we could not pay we were told that our account had been blocked because I had gone into an IVA and because of that RBS wanted the joint loan which is approximately £14,000 to be paid for in full and in one lump sum by the end of the week. As you can imagine we don’t have £14,000 pounds to hand, so the RBS told my husband that he would default on the payment and it would have to go to the banks legal team. However we don’t understand why we would be defaulted when we are trying to pay for the loan but RBS that are stopping us. As anyone with financial difficulties might know this upset my husband and I greatly as we didn’t know what to do. RBS also told my husband that its wrote into our terms and conditions of the loan which we agreed to by signing that if one person enters into an IVA in a joint loan the other party has to pay the remainder of this loan in full in one go. Both my husband and I looked at the agreement with a fine toothcomb and this sentence was not listed anywhere, so my husband called RBS back and another staff member said that this term isn’t detailed but it’s an administrative term of the loan that neither my husband and I as lenders were aware off and wouldn’t because its only used administratively by employees of RBS. I have complained to the bank three times now but no one to date has even acknowledged me. I find RBS to be an appalling bank who seemingly does not value its customers but wants to victimise them instead. My husband spoke to Payplan a charity for debt management and they too didn’t understand what RBS are doing to us and said they have never heard of a bank treating people in such a way. Reviewed on: 22nd November 2019