Natwest another way
The advertising for Natwest says that they do things differently. I've just experienced it. I am Treasurer of the local branch of my union. I inherited a Natwest account. Eighteen months ago we attempted to change the signatories on the account. Despite filling in the forms correctly and having the new signatory provide his details and methods of identification several times the change was not made. Eventually they said they had mislaid the documentation and we would have to start again.
I got a new set of papers and the new signatory took them in with his identification to make the change. It took several visits to the branch. We believed we had done it we had changed the signatories.
Last week I phoned the branch to check up on something. I got forwarded to a call centre. One of the security questions related to signatories. The new signatory was not an acceptable answer. I was able to answer other questions and get the information that I wanted plus the information that we had failed to change the signatories again.
I phoned today. I got through to someone at the branch rather than at a call centre. They told me that David had been on the account since the end of last September. It turns out that they have two systems that hold signatory information independently. One is used for, among other things, providing security checks for phone queries and is in our case at least 5 months out of date, and the other they say is the one used for checking the validity of signature on cheques and is correct. I asked for a letter confirming that cheques with David's signature on would be honoured. They don't want to send me one they just want to reassure me over the phone.
Natwest another way of irritating customers
I got a new set of papers and the new signatory took them in with his identification to make the change. It took several visits to the branch. We believed we had done it we had changed the signatories.
Last week I phoned the branch to check up on something. I got forwarded to a call centre. One of the security questions related to signatories. The new signatory was not an acceptable answer. I was able to answer other questions and get the information that I wanted plus the information that we had failed to change the signatories again.
I phoned today. I got through to someone at the branch rather than at a call centre. They told me that David had been on the account since the end of last September. It turns out that they have two systems that hold signatory information independently. One is used for, among other things, providing security checks for phone queries and is in our case at least 5 months out of date, and the other they say is the one used for checking the validity of signature on cheques and is correct. I asked for a letter confirming that cheques with David's signature on would be honoured. They don't want to send me one they just want to reassure me over the phone.
Natwest another way of irritating customers