Predatory Natwest customer services

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Guest's review of UK Bank Complaint Forum www.banks.grone.co.uk

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“Predatory Natwest customer services”

Written on: 26/06/2012

Recently, I became unemployed and fell into mortgage arrears with Natwest. I made a few arrangements with them to pay off the arrears. The arrangements are renewed every six months. I phone them occasionally to inform them that one of my payments will be late.

However, there are two predators working in the mortgage credit management department (named Jack and Robert) who insist on wasting my phone credit to look deep into my mortgage history and to threaten me that I am breaking the agreement because I should be making payments at a
specific time each month without any grace for being late.

After asking questions about who lives in the property, they advise me that they can help me

to sell it if I want (meaning they would like to buy it off me). It is obvious to me that these two individuals are more interested in getting the property for themselves (I have more than two-thirds equity) then they were in dealing with the reason for my phone call. I only phoned up to ask them to put the information in my notes that my payment would be late. Are there no laws against such things?

Another problem I have with them is that they insist I cannot make arrangements to pay off the mortgage arrears without making a second arrangement to pay off the arrears on my current account at the same time, knowing that saving my home is more important and it is difficult trying to pay the two.

How can I defend myself? What are my rights?

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