Selasa, 19 Juni 2012

ASK TONY: Incompetent NatWest lost my wife's Isa

ASK TONY: Incompetent NatWest lost my wife's Isa

By Tony Hazell

PUBLISHED: 18:55 EST, 19 June 2012 | UPDATED: 19:46 EST, 19 June 2012

My wife has two disputes with NatWest. Both she and I tried to transfer our Nationwide Isas to NatWest last year, but the branch  misinformed us about the interest rate.

My complaint was dealt with efficiently and I received £121 compensation. Despite my wife’s complaint being identical, hers took a month longer to solve and she received £70.

It took much arguing to finally get them to increase this to £161 to take account of extra phone calls and stress.

NatWest

But, after all this, she still has a problem with a transfer from a Halifax Isa to NatWest. Mine went through seamlessly but my wife’s never surfaced.
Halifax confirmed that her account was closed on November 29. By this April we still had no confirmation from NatWest.

The person we have been dealing with at NatWest has treated us shabbily throughout. She even said it would be against the law for me to deal with my wife’s complaint and refused flatly to allow this.

P.B., Nottingham.

Your tale is a catalogue of bungling, misinformation and incompetence by a bank that only exists because taxpayers like you have propped it up.

You’d think having already had one serious complaint with the bank’s service it would deal with a second one in a much better fashion.

First, to suggest you could not deal with your wife’s affairs is utter rubbish.

If your wife gives NatWest permission to deal with you on this issue, then it should deal with you.

The ironically-titled customer service adviser handling your complaint dug herself into an entrenched position and brought both herself and the bank into disrepute.

In short, your saga started when you decided to tra nsfer two Isas to NatWest for a better interest rate. You must regret that decision.

Unfortunately, you applied too late on the Nationwide transfer to get the rate you wanted, but this was only because you were misinformed by branch staff.

Although your Halifax Isa was transferred, your wife was not given the fixed rate she expected. She was told she would earn 3.9  per cent, but was given 3.7  per cent.

This interest has now been adjusted and I can assure you the account is open. NatWest has now apologised, taken on board a lot of your points and has paid your wife an additional £250 compensation.

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