Failure to provide Exchange Vouchers from reward account.
1
I exchanged £150 of rewards from my NATWEST reward account for John Lewis Vouchers. Natwest took the £150 from my account but failed to provide the vouchers . I have called them 4 times and they insist that they sent them. They also said they would fill in a form and these would be resent in 5 days. Today 14 days after original transaction the adviser told me once again they were emailed on the 9th meaning they didn't re-send them 5 days later after my previous complaints. I'm told that they can't refund, and another form will be filled in but they can't email the vouchers until "the team" looks into it. They wouldn't provide a reference number for the phone calls. Wouldn't hep with a complaint other then telling me to complain on line. Essentially they have taken £150 and can't refund or send you the vouchers as per your reward account agreement. My advice is to change your rewards for cash into another account as exchanging them for vouchers doesn't work and you will lose the money.
Thanks Natwest for 30 years of banking. Maybe HSBC or Barclays will be more helpful.
Reviewed on: 20th February 2021
