Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

[leclerc]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Hello loulou are you still here to help?

Not sure if you have your own thread on the forum yet Coookie Mum but receive Private message from you. Hopefully you have posted something up but as you can see from steveskin2004, a very good win could just be around the corner.

[Cookie_mum]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Not sure if you have your own thread on the forum yet Coookie Mum but receive Private message from you. Hopefully you have posted something up but as you can see from steveskin2004, a very good win could just be around the corner.

yes a very good win indeed!!

- - - Updated - - -

[QUOTE=steveskin2004;538730]

Category: Latest News

With thanks to loulouxx who won a refund of packaged account fees and associated interest of £8k from Natwest this week.

• Background

I took out a NatWest Advantage Gold Account in November 2001 in the Branch. This was my first experience of ‘Adult Banking’ as I was upgrading from an Under 18’s Basic Account.

• Complaint

That I was given incorrect information and no information at the branch. I was told that I had to take out a fee paying account to be able to get any form of credit and that it would boost my rating.
I never received any notifications of fee increases, I only noticed the increase from my bank statement and when I called to cancel I was told if I did I would lose my Credit card and Overdraft and would need to repay the debt within 30 days which would’ve put me in a difficult financial position, thus I had no choice but to keep the ‘packaged’ account open.
I also stated that the policies were inadequate and of no use to me as in some cases I had to take out a second policy.

• Steps taken before and during my claim
  
  

I gathered all my information that I still had for the Account. This included the welcome pack, fee increases and dates for when I took out the account and when the account closed.
I called NatWest Customer Services and filled in any gaps I had such as the fee increases.
I then researched using the way back machine archive to search for historical rates on cards, loan and overdrafts.
I also used review sites that were from the time I took out the account and of course Google.
Once I had everything together I then read all the information from my welcome pack.

First was my Travel insurance policy, I also had an old insurance policy I took out in 2003 with my travel agent. I compared both policies and found why I had to take out a second policy. Under AG travel insurance from 2001 it didn’t cover ‘Personal Money, Passport or Legal Expenses. These were all paid extras on the AG policy. They were covered under my 2nd policy.

I then looked at Mortgages, cover for white goods and household insurance discounts. This was no benefit to me as I didn’t own my own home and lived – still do – with my parents.

I then looked at Mobile insurance. I didn’t have any information for this so my first reason why I couldn’t use it was I didn’t know a phone needed to be registered or even that the insurance existed.

I also found that Break Down was a Benefit but I later found out that it was not added until 2008. This gave me 2 reasons firstly I don’t drive, nor hold a license or own a car and I never have the second was that I was never sent any changes in reference to the Packaged.

I sent off my letter on the 26/02/2014. Outlining the above and gave a detailed account of the sale and that I wanted all my fees I had paid plus the 8% interest.
I wanted to research the interests that I had received throughout having the account for a credit card, loan and an overdraft as I had a tariff that showed preferential rates for AG account holders.

I didn’t find anything comparable in regards to NatWest free accounts but I did find interest for 2001 for a free account at Nationwide, Barclays and Santander (was back then Abbey National) which showed that the rates I got were of no benefit and this also back up the fact that I was given no other option to compare the benefits vs a free account. This was also true for my loan and my overdraft.

I had received no acknowledgement or response to my letter so I sent an email to RBS CEO along with my letter and I also added the update info I had found in regards to rates and as I had all the information on what policies and the reasons plus more I restated each one listing and why I had no use for it. That was sent on the 05/03/2014 at around 11pm.

I received a phone call from the complaints team on 6/3/2014 asking me to clarify a few thing I was at my laptop so I opened up the email and went through each one at a time. By the end of the call I was told that my claim had been upheld and that they would pay back all my fees I had paid plus interest from 2001 – 2011.
I asked about an outstanding and she needed to confirm and readjust and come back to me by the latest on Tuesday with a settlement figure.

• Final outcome and reason behind the decision

I received a phone on Wednesday morning and was told that after calculating everything I was awarded the following;

• £1200 – Paid Account Fees from Nov 2001 until July 2011
• £4600 – Compensation for the total amount of lending charges that had been debited from my account Nov 2001 and Aug 2011
• £29 – Deducted for overdraft savings
• £2900 – Compensation for the lack of access I have had to above funds as well as the stress and inconvenience I suffered in the form of 8% on the above sum.

Everything I had stated was found to correct and I had in fact registered a phone on the insurance in 2010 but had not benefited from the Travel insurance or breakdown cover.

Their records showed that I had not been send a full welcome pack nor any notification on the changes or fee increases.

They were not able to tell my why only that they didn’t. I had also made a saving of £29 from the overdraft rates on the account and that was deducted.

In regards to my outstanding debt which had resulted in a default, they have cleared this and have arrange for the default to be removed.

• Useful information
  
  

• Make sure you have correct information this can be obtained either in the form of sending an SAR which does cost £10 but will give you all the information that hold on you, a welcome pack and bank statements
• Carefully studies the benefits and any limitations. Then in your letter list each one, with a reason why it was of no use to you, try to give an example and if at all possible any proof you have i.e. a second insurance policy or hospital letter that shows a pre – existing medical condition.
• Look at the rates for credit cards, loans, mortgages, overdraft for your account it also may be called a Tariff.
• Research other cases of mis sold package accounts as it can give an indication of what to expect but remember every account and claim is personal to that person but I can be used as a rough guide.
• Useful searches I found was Way Back When Machine Web Archive which has historical screen shots of websites from dates that can be as far back as the 90’s. Please note that some banking sites don’t work which I have been told could be down to security. From my experience NatWest work from 2007 but it was hard to get anything earlier and is the same with all except EGG and Nationwide. Google is another. Any customer review sites that have financial products. Ciao was one I used. Consumer forums are also a great source.
• Ask for help on the forums. I will say that some sites you may get feedback like you were mis sold you mis brought or that you should’ve read your terms and conditions and other along them lines. Please ignore these negative comments and don’t answer to prove otherwise because firstly you don’t have to and secondly if they have comment with responses like that then it’s normally based on option rather than fact. Genuine negative comments will ask questions first then if it still doesn’t seem like you have a strong case they will offer constructive criticism that is to guide and give advice. I’m maybe biased but LB from what I have found are helpful and I have never had any such negative comments.

• Conclusion
  
  

Reclaiming package account fees are a lot more in depth than PPI and it was only recently highlighted so banks will be very strict with finding any reasons that you benefited.

There are often many of these to take into consideration this is why you have to list each one in detail. What may also be used is that they charges were on your monthly statement so to say I did not know after a few years of charges is hard and won’t cut it. Also even though you were mis sold at the point of sale if you have claimed on a policy or you could’ve will be taken into consideration. But even though I was eligible for mobile insurance I showed that I was not eligible for the rest.

Also after sale like changes that is also looked at. So even if you didn't receive any information at the beginning if you did further down the line then they will question why did you not cancel? if you didn't. But that can also work the other way so if you received the information but no notifications of changes then that would also be a reason for mis-selling

More...

Hi Loulou I'm really glad it worked out for you. I wrote a similar letter as Natwest upgraded my non fee account to advantage gold without my permission. I got a similar amount and 8% interest less tax. I was curious what was £4600 lending charges for as I didnt get any refund for that or any compensation amount. And I had a deduction of £85 of savings on overdraft. Do you think I should follow on the complaint as they seem to be treating each customer differently. I'm half tempted to go straight to the FOS now that they have admitted there guilt. What do you think.

Kind regards
Steve

congrats on the win!!

[JONTYB]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Thanks for the tips and congrats on the wins. I had an advantage gold account and cancelled it in branch last year. Last month I rang customer services to get details of start and end date so I could claim (many of the policies were not suitable and I could not have claimed on them). Customer services said they cdid not have that info so I should check all my old statements on line. I did so, the troubl being they only go back 7 years (2008) and I beleive i got the account in 1997. The other problem is that the earliest '08 statement says Select Account and my last 2015 statement says Select Account. I think they have gobe back in and made a bulk change to the accounts title to try and avoid any future claims. I shall make a written SAR as suggested and see if I can find some old AG statements - wish me luck ! Jonty

[Clinker654]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Hi there, does anybody know in 2003-2007 did you have to go into branch to upgrade and downgrade your natwest account. I have done a claim, and currently with adjudicator. They have said the account had been upgraded and downgraded several times in that period of time. We have no recollection of this. And one of dates, when it was solely my husbands account, he was away in Germany in the army?

[Jonchar]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Hi - new to this forum so any help greatly appreciated. My husband has had a AG account since 1999 ( still has) - on looking through old bank statements etc have found a letter from end of 1999 asking him to come in for a review from his other account - in order to save him money or words to that effect - just called current account on his statements. His overdraft limit at that time was £750 but the new overdraft limit on the AG account was now £500. He was told that in order to apply for a lain he had to take out the AG which he did. He even now had no knowledge of any of the benefits attached to the account which is still costing him £15 per month. He has always had his own breakdown, travel insurance and mobile phone cover!!! I suddenly asked him why he had this account - he just always had!! Unbelievable but true... My question is how to go about this - should he cancel the account first and then proceed with the mid-selling? Any tips greatly appreciated - I have copies of statements going back to 1999.... Thanks

[sonzie]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

I relise this post was a long time ago but I'm trying to find what benefits where included in the Advantage Gold account in 2000, I don't suppose you would be able to give me an list of what was in your package?

[Unregistered]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Hi there I am after goin for a claim for my natwest account can anyone help on where I start please? I'm clueless.. Thanks jeni

[claireeve]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Hi,

I have made a complaint to Natwest regarding the mis-selling of my AV account. The complaint was based on the fact that i was told to upgrade my account to obtain one of my loans. I didn't give any other details as i thought they would contact me to discuss this further. They sent me a text ( eight weeks ago ) to say they would contact me within eight weeks. As eight weeks had passed, I phoned them today for an update as i had heard nothing. The lady dealing with my complaint said that she sent a rejection letter to me on the 10th of August. I gave the lady more details about my complaint on the phone and she said that she would be opening my case again. The other reasons for my complaint were that I did not drive, lived with my parents so did not need any mortgage cover and did not travel enough to warrant any travel insurance. I never used any of the benefits of the account. I tried to cancel the AV account but was told that I would have to pay my overdraft off ( I was always overdrawn and could not afford to pay it off ) Does anybody have any thoughts or advice on my case please? Do i have to wait another eight weeks for another response, or will they look into this more quickly as someone is already assigned to my case?

Cheers.

[Unregistered]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Some help also please!!
I have just recently applied for the refund again for the same reasons as above. I was called yesterday around dinner time which confirmed my details in that I was miss old as originally I was advised to take the account out to gain a better chance of gaining an overdraft. She advised me that I did apply for the overdraft but declined, however I received a letter today (how so quick) stating that she disagrees because I have used the facilities. I have used the break down cover, but had to pay 60 pound to take it further as they only go 10 miles. I stayed that I used the travel insurance but had to take out extra as it didn't cover everything I needed. She's goes on to say I didn't didn't cancel the account and used the facilities so they disagree.
Also when I first applied I went into my account and looked back as to when the account was taken out - it was 2001 and u could access these online. The states it's from 2009 and I hae since been back online and now I can only access to 2009 statements.
I still believe I have been miss sold, but don't know now how to fight my case. I know u can go to the ombudsman, but say what??
Not very good at this sort of thing; I would normally leave this after this letter but after reading all your comments I would like to pursue it further with some guidance.
Is there something I'm missing?!??!

[leclerc]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Some help also please!!
I have just recently applied for the refund again for the same reasons as above. I was called yesterday around dinner time which confirmed my details in that I was miss old as originally I was advised to take the account out to gain a better chance of gaining an overdraft. She advised me that I did apply for the overdraft but declined, however I received a letter today (how so quick) stating that she disagrees because I have used the facilities. I have used the break down cover, but had to pay 60 pound to take it further as they only go 10 miles. I stayed that I used the travel insurance but had to take out extra as it didn't cover everything I needed. She's goes on to say I didn't didn't cancel the account and used the facilities so they disagree.
Also when I first applied I went into my account and looked back as to when the account was taken out - it was 2001 and u could access these online. The states it's from 2009 and I hae since been back online and now I can only access to 2009 statements.
I still believe I have been miss sold, but don't know now how to fight my case. I know u can go to the ombudsman, but say what??
Not very good at this sort of thing; I would normally leave this after this letter but after reading all your comments I would like to pursue it further with some guidance.
Is there something I'm missing?!??!

If the original reason for taking out the account was to specifically get an overdraft but have then used the account for breakdown coverage and for travel insurance despite an extra premium then I'm sorry, but I agree with the bank. The reasons I am giving this is because you saved on breakdown coverage and even used the service and you used the travel insurance at least once and despite the premium did nothing. You can take it to the ombudsman but there is no classic signs that I can see of misselling in this instance apart from the better chance of an overdraft. You had me believing misselling with that point, but you then used other aspects of the account that I would look at for misselling ie breakdown coverage rather than being double covered. I am afraid you're case is not winnable for me on that basis alone.

- - - Updated - - -

Hi,

I have made a complaint to Natwest regarding the mis-selling of my AV account. The complaint was based on the fact that i was told to upgrade my account to obtain one of my loans. I didn't give any other details as i thought they would contact me to discuss this further. They sent me a text ( eight weeks ago ) to say they would contact me within eight weeks. As eight weeks had passed, I phoned them today for an update as i had heard nothing. The lady dealing with my complaint said that she sent a rejection letter to me on the 10th of August. I gave the lady more details about my complaint on the phone and she said that she would be opening my case again. The other reasons for my complaint were that I did not drive, lived with my parents so did not need any mortgage cover and did not travel enough to warrant any travel insurance. I never used any of the benefits of the account. I tried to cancel the AV account but was told that I would have to pay my overdraft off ( I was always overdrawn and could not afford to pay it off ) Does anybody have any thoughts or advice on my case please? Do i have to wait another eight weeks for another response, or will they look into this more quickly as someone is already assigned to my case?

Cheers.

Your case is the difference between the post following this and yours. The additional information for me clearly shows that the account was not fit for purpose and I believe the bank will resolve this case in your favour due to the factors you have given. Sorry for not having spotted this post before now.

- - - Updated - - -

Hi there I am after goin for a claim for my natwest account can anyone help on where I start please? I'm clueless.. Thanks jeni

Jeni, it all starts with information about when it was sold, what was said and whether you were double covered ie had breakdown cover when it is covered by the ADGD account or taking out travel insurance when you were already covered or having breakdown cover when you had no car. Those sorts of things

[helena.g15]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Definately any help or advice I can give to anyone I will certainly help where I can. The complaints team who dealt with my case were exceptional and very honest as I had put that I only wanted my fees back everything else was totally down to there investigation. The money is a great help and would love the opportunity to give back to this forum as it has helped me no end. when I got the phone call at first I thought Id heard wrong but when she Re said it I hit the floor.

dear loulouxx is there any easy way to reclaim mis sold advantage gold accounts, it sounds very time consuming and confusing, i had the advantage gold account for years and never used it but i would not know dates etc if i had to prove everything, could i not just phone up and customer service help me? thanking you x

[leclerc]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

dear loulouxx is there any easy way to reclaim mis sold advantage gold accounts, it sounds very time consuming and confusing, i had the advantage gold account for years and never used it but i would not know dates etc if i had to prove everything, could i not just phone up and customer service help me? thanking you x

You could ring up customer services and ask them but the issue we have is about how forthcoming banks are. For example, the basics are simple: are you eligible for the product? If Yes, are you eligible for the insurance and were you double covered, ie had travel insurance even though the account covered you. Did you use the overdraft as you got a benefit(not necessarily the cost of the account per annum, though)? Did you have a loan(discounted rate)?

How was the account sold to you? Did you ever go through the benefits? The initial stages of a claim are the most difficult bit but if you come onto the forum we can guide you through it and we'll see how we get on......

[Unregistered]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

in short we have written to natwest regarding the same issues with AG account held since 2001, but they have replied with basically 'why didn't you claim sooner?' and 'take it up with the FOS' any ideas on how to respond to this?

[leclerc]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

in short we have written to natwest regarding the same issues with AG account held since 2001, but they have replied with basically 'why didn't you claim sooner?' and 'take it up with the FOS' any ideas on how to respond to this?

So have you explained about any of the "benefits" that you had that you could never use? Do you remember how you were sold the account and what was the patter? ie you'll get a better card? You'll get a cheaper loan? It's the new account that we have for all new customers?

[Unregistered]

Re: Reclaim Mis-sold NatWest Advantage Gold Package Accounts – Successful Case Study

Yes it was sold in branch to my husband 200, told he had to get the account to have a loan.