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★☆☆☆☆

“Going from Bad to Worse”

Written on: 02/05/2012 by enrich (1 review written)

I have been a loyal Natwest customer for many years, sadly not for much longer
I'm guessing the staff are all demoralized as even with the new charters the service is getting worse

I can try to forget the fact they miss sold me PPI telling me that as I was disabled it would help me get the loan and it would help me when and if I had a problem

Its not so easy to forget the fact when I needed the PPI through health failure I could not use it leaving me up a certain financial creek without a paddle

yes I got the premium back recently but that does not cover the fees gained when I was late paying my morgage to them and the fact I had to struggle to carry on paying the loan with next to no income

I can't forget last month being told that the manager would not see me even though I had an appointment to see them (that they had made) in the diary as "they were not customer facing today"

Why make a customer come into a branch when you won't bother seeing them?
I managed to get to the bank even though I'm usually housebound, perhaps the manager had a good excuse why they couldn't see me but the excuse I was given showed no imagination what so ever.I would have been ok if I was told the Diary had been eaten by the dog or aliens had abducted the manager as at least that shows some effort

they could not understand why I would not wait an hour and a half to see the customer service agent who was starting later as they might (or might not) be free to see me. it only mean't me walking across town on my crutches to pay for extra parking on the off chance they might see me

It was nice to see when I the disabled customer said no they asked my wife if she would have the appointment without me even though we have a joint account.

I guessing that since being nationalized they are running everything on a shoe string and staff morale is running low now they come in on Saturdays

I don't think the are concerned about retaining my custom
as they have not responded to my complaint even though the Natwest charter said they would

Thanks to you recent service I can see the contempt you hold your customers in