I would like to share my objective 10 year experience of this bank which climaxed recently in near personal tragedy. Quite frankly, they are more like a circus of clowns than a bank. I will stand by this review in a court of law, with my hand on the bible and surrounded by my peers. Trustpilot may approach me to evidence this review.
I recently logged in to my banking app to find that after 10 years I mysteriously had no current account. I called Natwest ‘customer services’ to be greeted by the disinterested and incompetent customer service that I have become well accustomed to. I was eventually (the advisor managed to put me through to the wrong number twice..) told my current account had been frozen. To clarify the law on this; it is unlawful for a bank to freeze an individual’s bank account (whatever the reason) and withhold their money without a court order. It is basically fraud/theft. The fact that I also wasn’t informed was, in itself, a reckless act.
I have Type 1 Diabetes and long standing health problems for which I am receiving the highest rate of Disability Living Allowance. Except a little money my partner could afford to lend me I had to go without food or basic amenities for 4 days thanks to Natwest’s incompetent, unlawful and reckless act. Predictably enough I became unwell and a duty doctor had to be called.
I made a formal complaint online in which I justifiably threatened to sue Natwest unless my funds were released. Sure enough, they did unfreeze the account as they knew they were in the legal wrong but they didn't even show me the basic respect of informing me that they had unfrozen my account, I had to log in to internet banking to find out.
I have been an enduring Natwest Customer for 10 years. Despite their near constant mistakes and appalling customer service (a term used loosely in this case) I have stayed with them. To give one e.g. I recently changed my name. Normally an individual sends a legal copy of the deed poll of to a company (financial or otherwise, this make no difference) and the deed poll is returned by recorded delivery within a few day’s. However, in the case of Natwest, I had to take the deed poll in to a branch and then had to return no less than three times due to mistakes their incompetent staff had made.
I am someone who tries to ‘see the wood through the trees’ and I do not relent to subjective knee jerk reactions but clearly enough is enough.
I have now signed up with another bank and was quickly put at ease by their obvious competence and respectful manner.
Natwest has ‘compensated’ me with £50 along with a pathetic letter from a so called complaints advisor (quite frankly my 15 year old niece could have written better). This only serves to rub salt in the wound and in no way ‘compensates’ me for how they treated one of their loyal customers. I am blatantly disgusted, appalled and shocked.
I am currently taking advice on instigating legal litigation against Natwest through the High Court, very likely.
Reviewed on: 27th August 2016
