NatWest

So the Cheque has arrived

Got a cheque from NatWest, and have banked it. A bird in the hand and all that jazz. I still have not decided if I am going to report them to the information commissioner. I want to as I just do not like their attitude and they have never convinced me that they give a shit about my documents.

Or I guess I could call Watchdog. Is it worth the aggravation? Probably, just need to make the time.


Not sure what this will do. Just playing

NatWest

NatWest has issued me with their "Final Response"

Basically it says "Tough Luck, we have lost your stuff and you have to live with that!"

I have spoken to the Financial Ombudsman and it appears that they do not think there is much they can do unless I have documentary evidence of financial loss due to the banks actions, this I do not have, apart from my time.

I have also spoken to the Information Commissioners office. It appears that NatWest have a duty of care to my information (I believe that is rule 7) and it does not look like they have been taking any care, as they have lost it twice! I will have to ponder weather it is worth the agro to pursue this. I do have a month to make my mind up.

NatWest

A reply, at last...

 

Well I finally, after sending another email, have a reply from Elisabeth Mann.

 

Basically they are saying "like it or lump it".  I have turned down the £250 so they are calling my bluff to see if I will go to the banking Ombudsman.

 

The fact is that they have wasted a lot of my time, have lost my documents and have failed to give me a reasonable explanation or even an apology!  For the sake of £250 I think I will call their bluff and take it to the Ombudsman.  This should be interesting.

NatWest

Progress??...

 

So i called Elisabeth to find out what her reaction to my last email was.  Clearly I have shocked her as she has decided to go away for a week.  I, again, requested that the branch manager from Eastbourne contact me.  and Guess what??  He did!!

 

I repeated the whole sorry saga again and he has said he will look into it.  I remain to be convinced.

 

NatWest

FAO: Elisabeth Mann

Dear Elisabeth,

I actually feel quite insulted by your offer. £250 is approximately 3 hours of my time. I have spent more than 3 hours trying to deal with this.

You have still failed to answer some basic questions.

1, I came to the Eastbourne Branch and filled in some forms and gave some one some ID. This has all vanished. How?
2, I filled in some more forms (as did my sister and mother) and gave you copies of my ID. This was lost. How?
3, I filled in some more forms (as did my sister and mother) and gave you copies of my ID. It transpires that we were sent all the wrong forms and I am not on the account correctly! Why?
4, I have requested that the manager from the Eastbourne branch call me to discuss this. You are not sure if he will, why is that?

What is with the adverts "There is another way" It is just a cynical advertising ploy! How are NatWest different to any other bank? I am still dealing with a call center.

Additionally to this it took you from January 18th to get back to me following our last call.

NatWest

Called Elisabeth!!!!

Finally got through to her.
Apparently her number has changed to 020 8236 8119.

The bottom line is that although NatWest have dropped the ball repeatedly on this, it still falls to me to fill in all the bloody forms again! from scratch and go to the bank and give them my identity information AGAIN! so they can loose it AGAIN!

They are going to offer me some "compensation" let's see if this is anywhere near the cost of the amount of time I have wasted on this.

I am furious at their incompetence and inability to show some basic customer service and rectify the issue.

I will be considering where to take this from here, I may have the bit between my teeth will push this all the way. Then there is always TV, Newspapers.

She has offered to give me the information for the banking ombudsman...

NatWest

Called Elisabeth!!!!

No call since the last time, which was so long ago that I forget so I called her.

She is not there, but I have left a message for her to call me.

 

Apparently she gets in at 10:00 am.  We shall see.

 

This is getting really tedious.  The Ads say "there is another way"  Yes there is, it's called another bank!

NatWest

Finally get hold of Elisabeth!!!!

Well I waited till 14:30 for a call and did not get one, so I called her.  Found here on the 1st try!

 

Apparently, though I am on the account I am down as an addition not a regular user!  No cheque book, card or access (unless I go in to the branch in Eastbourne).  This is useless.

 

I cannot even get Internet Access!

 

Elisabeth is going to call the branch to see what is going on.

 

I did mention that I have not been sent back the identification papers that I explicitly requested back.  She will investigate.

 

I also mentioned I am BLogging all this, she was not interested.

 

I have an email address I can use.  It is not hers, but it goes in to a pool and I may get a response in 24 hours!  Welcome to the dark ages.

 

In case you are interested...   customer.relations@natwest.com

 

 

NatWest

I am on the Account.  Nice of them to tell me! NOT!!!!

My sister went to the branch yesterday, apparently I am on the account, but no one has deemed to let me know or to give me any details of how I can access it!

 

Call to Jackie to try and put this to bed

 

• Start at 10:40  Surprise Surprise I am on hold..
• Apparently she is expecting my call.  I have given her the account details and she will call me back.
• 15:00  A call back.  Apparently I am only allowed to talk to Elisabeth Mann.  020 8236 8140.
• I left a message for her to call me tomorrow.  I will not hold my breath.

 

NatWest

Still Waiting........

So it has now been 18 days since my mum and sister signed the allegedly final piece of paper to get me added to this blasted account.

Guess what?? Nothing has been heard from Eastbourne.

I am now trying to get hold of Jackie to see where we can go with this.

20 mins on the phone talking to Amy Burgess. All she did was stonewall. I did not have the account number to hand and she would not connect me to Jackie without it. She would not even book a call back.

Finally she has booked a call back between 9 and 12 tomorrow morning.

I will believe that when I get it!

NatWest

An Update..........

After an extended hiatus (our fault) My Mother and sister finally managed to get the forms signed. My sister went 1st, as my mother had already done here part, but, after over an hour in the bank filling things in, she was told that there was more for my mum to do!

The pair of them returned last week and spent anther 2 HOURS! in the bank. We have now been told that it is all done.

It has been over a week with no update, so I am not sure. I will chase next week.

On point of information. My last communication with them requested that they confirm reception of the paperwork and that they return my identification documents when they are done. IN the light of last weeks Government cock-up you would think that they would be extra careful. This does not appear to be the case as they have done neither of my requests!

Not happy.

Lets see if they can finish!

NatWest

The Current Position...........

I received some forms, filled them in and sent them to the address I was given. Somehow they went from Borhamwood to Chatham! They called me wanting to know what they were for. I told them to contact Elisabeth Mann. They did not know who she was!!!

I provided THEM with the phone number and they called her. Here is the response.

---------- Forwarded message ----------
Date: 24-Aug-2007 13:07
Subject:

> Dear Mr Papouis
>
> I have just received a telephone call from Jenny who is based at our
> Chatham Customer Service Centre (CSC). She tells me that the form you had
> completed had arrived at the CSC and as she didn't have all the paperwork,
> hence her telephone call to you and then to me. To keep you up to date I
> have asked her to send the form to James Beeston, via Internal mail, so he
> can collate all the paperwork and then send it to the CSC when it is all
> complete.
>
> I shall be out of the office next week, but if you need to leave a message
> for me, I will deal with it on my return. However, in my absence Nicole
> Cooper will be managing my case load and you can speak to her if you
> urgently need to contact Customer Relations.


How many MORE people will get involved in this simple process???

I JUST WANT TO BE ADDED TO AN ACCOUNT!!!!!

By the way, I have still to receive the confirmantion, that I explicitly requested, that my paperwork has made it to the correct location!

NatWest

Missing post!

You will be pleased to know I have received the form from you. I have signed it, as has my mother, and I shall return it to you asap.

Alas the form from Eastbourne has not arrived, are we sure he has posted it?


On 16/08/07, ~ NatWest CRU <Customer.Relations@natwest.com> wrote:

> Dear Mr Papouis
>
> Further to our telephone call, you can send the signed form to me at
>
> Ground Floor
> National Westminster House
> 225 Shenley Road
> Borehamwood
> Herts
> WD6 1TE
>
> I will then forward it in our internal mail service to James Beeston at
> Eastbourne. Or alternatively James tells me that he has enclosed a self
> address envelope to Eastbourne branch.
>
> If you need to contact me at any stage please do not hesitate to send me
> an e-mail or telephone me.
>
> Yours sincerely
>
> Elizabeth Mann
> 0208 236 8140
> Customer Relations Unit Borehamwood

NatWest

NatWest's Eastbourne Branch Speedy as ever...

I just had a call from Elisabeth Mann.  James Beaston in Eastbourne is not responding to her calls.  She sounded quite exasperated.  and has promised to escalate this if they do not get back to her.  What is it coming to when the left hand willnot eaven SPEAK to the right hand?

 

Still waiting...........

NatWest

No Paperwork from NatWest...

I find it hard to believe that a letter cannot make it from Eastbourne to London in 3 days

Some Numbers for reference..

Complaints switchboard - 020 8736 8000
Elisabeth Mann DDI - 020 8236 8173

Trying to talk to Elisabeth, On hold for 20mins....

She is not in. Left a message for her to call me tomorrow.

NatWest

The Wondering Paperwork Returns!

 

Having lost my paperwork again, NatWest have (after 2 days) managed to find it in Eastbourne.  Frankly I do not believe this.  Elisabeth Mann told me that she had taken copies of my documents before sending them to Eastbourne, so I think she has sent them down there again.

 

Apparently James Beaston has been told to deal with this personally, and not f%^* it up.

 

But guess what??  They have forgotten to get me to sign 1 more piece of paper!  This is now being sent to me.

 

And Aldersgate branch (Colin Harold) have never called me back!

 

This has gone beyond funny.... 

NatWest

They have done it AGAIN!

 

I have just had a call from The NatWest customer services department.

 

Guess what!!

 

They have lost my paperwork AGAIN!  That makes it 3 times. 

Elisabeth Mann tells me that she stuck it in the post and then went on holiday. There have been some postal strikes so that's OK it is stuck in the post between her and Eastbourne.  I pointed out that I was assured the last time that it went missing that they use secure couriers and if it was lost it was in their internal system.  Sounds like another lie to me!  is this the "Other Way??"

 

I specifically requested that they contact me to let me know where my paperwork was, no one has done that.

I specifically requested that they return the originals to me.  No good they have lost them AGAIN!

 

Elisabeth tells me that it is OK as she took copies of my copy's, let's not worry where my copies have gone.

 

This just smacks of total incompetence.  NatWest bank are incapable of sending some important personal identification between two if their branches without loosing them.

 

But it's OK, they will compensate me, OK that may cover the wasted time, but what about the identity loss??

 

I will give them a chance to rectify the situation, then consider where to go from there.

 

NatWest

Deafening silence from NatWest... 

 

Well on July the 11th NatWest received copies of my documentation again.  Since then I have heard...

 

NOTHING!!!

 

I have just tried to call them and spoke to a colleague of Jackie's, foolishly I did not take her name. Apparently Jackie is in meetings all day.  I left my name and number for her to call me back.

 

I am now going to try and get through to the Aldersgate Street branch on 0845 3017948

 

Mr Judge is not available.  Try to speak to Colin Harold.  Apparently he is with a client.  I will hold....

They cut me off!!!

I called back and, after the receptionist (Emma) tried to fob me off, he mysteriously became instantly available!

 

He will contact Mr Judge to see what he has done with the documents.  I did point out that I had specifically requested that the service centre contact me to conform that the documents had been received.

 

What a farce!

NatWest

NatWest get my papers AGAIN! 

• So I went to the branch yesterday.
• The chap there ( I shall not mention his name yet as he has not dropped the ball yet) did not know what was going on and was not interested when I told him.  He got me to sign some papers and took copies of my docs.  I made him certify some further copies and give them to me.
• I have also requested that they a, Confirm reception of the docs at the service centre, b, Send me the orignal copies back when they are done (not destroy them)
• We will see

 

NatWest

Back to the NatWest Saga 

• I have spoken to the local Aldersgate branch who, at the behest of Customert Relations, have contacted me to go through the whole tedious process again.
• I went in there today, but the chap was not there.  I will try again tomorrow