42 yrs a NATWEST Customer.This massive error kept quiet
I have been having ongoing issues with a online personal loan that we had been trying to take out since 15th Oct 2013, but despite receiving a loan agreement at 8.9% and signing it with my husband. I didn't hear a thing, no confirmation of receipt of application / loan agreement from online application ( meant to be easy and stress free) Today I got some really disturbing info. as the original loan they didn't process because they didn't have my husbands details only mere details such as DOB etc, !! so main details, and this they realised after 42 years. so had to go into bank to prove who my husband on our joint account was him, despite him conducting transactions for 42 years, sighing cheques, setting up direct debits, receiving his pension monthly. he was not on the account formerly ??, this was bad enough.
Then what happened after this has caused the most stress ever and I have had three children and four grandchildren and three great grand children. I was a fully qualified teacher, and despite being 75 and I very active and sports coach at high level. so after trying to reapply over the phone and they. couldn't do it as they couldn't bring up my husband details still. this was last Thursday 28th Nov, the assistant did say she not sure it may be her system, well how right she was.
So I waited to complete a online internet customer banking application, which I was advised to do by the customer services member of staff this I tried on Friday 29th Nov 2013, I logged into my online account to complete a application as this way the monies would be in account within 24hrs and this was applied for nearly two months ago, and to purchase a upgrade of a caravan which we may lose this great great deal if not sorted soon.
Anyway I attempted to complete a online application but got stuck and frozen at the same stage which was the finance input stage which did not complete any information in this and wouldn't even move on, and there were I believe at least two more stages to complete after this. I gave it one hour on this same page to see if it was just really slow but it did nothing just showed the egg timer which is meant to show it is working. but after a hour it would suggest that the page had a issue. so I logged out and closed down. Now I attempted this a few times due to the urgency of the matter, on most of the occasions it stated error on page and got stuck/frozen completely on the same stage where the finances should have been entered in. But just froze completely.
Therefore I had to log out without being able to complete it at all, then came out of my internet banking, and just got so fed up with it freezing on this same page and it showing the error symbol on the page, that I knew annoyingly would have to make a normal online application which takes longer as not entirely electronic and have to await agreements etc.
well I did some more waiting again and in the meantime I saw the news and thought how lucky I was that I had not been affected, well at least I though I hadn't, I called to day after placing complaints in and waiting for someone to return this call. I spoke to someone eventually after 2hrs trying to get through, to the wrong number that the web chat assistance had gave me and I did question three times I did not thin it was right he became quite rude and insisted it was, so who am I. I called the number and after one and a half. a hours of being on hold guess what I got through and guess what it was the wrong number? eventually I got to someone who eventually said he could?d look at my application, on doing so he said which one do you want me to look at. well I thought maybe he was just talking about the original application and the one they couldn't complete over the phone.
Well I got the shock of my life when he said well there are nine applications . who would do that anyway, it doesn't increase your chances but in fact the opposite. well if that wasn't bad enough I explained their computer online system was playing up, but no they didn't believe it was that despite all
what has been now going on, and it started before Monday and more likely Thursday as advisor was having issues with her systems then.
but basically said that I must have done it, because I am 75 they think that I an denial. who in their right kind would complete nine applications? I am still extreme!y upset and distressed that they even tried to put this onto me the customer, knowing they had major computer issues. And why they hadn't identified this issue with all their online services.
what really concerns me is that none of the applications didn't even complete as they froze or timed out or error messages came up . but the worrying thing how could they have these applications when there were still around three stages to complete as a online application form. and more importantly we didn't give any online computer signature or check any boxes which just as a wild stab in the dark, would be on the very last page !!
( BUT I AM 75 SO MAYBE I COULD BE REALLY SILLY AND GONE THROUGH THESE LAST PAGES WHICH DIDNT COME UP AS IT FROZE ON MY FINANCES PAGE. AND MAYBE I AM COMPLETELY STUPID AND COMPLETED AND SIGNED NINE OF THEM NOT REALISING. I MEAN REALLY WHAT DID THEY THINK I THOUGHT THAT THAT I WAS DOING THE LOTTERY AND BY ENTERING MORE WOULD GIVE ME A BETTER CHANCE. I KNOW THAT WOULD HAVE A NEGATIVE EFFECT. SO NOW THEY HAVE SCREWED ME COMPLETELY. EVEN THOUGH IT SHOULD JUST HAVE GONE THROUGH NEARLY TWO MONTHS AGO. IF THEY HADN'T HAD ERRORS. THIS IS THE WHOLE FAMILY IT AFFECTS AS CHANCES ARE IF THEY EVER DO TRY AND SORT it OUT THE CARAVAN WILL PROBABLY BE LONG GONE.
And now I am really concerned as to what they have done to my credit score which was perfect. Talk about ruin someone's future. I am so distressed I had to share it, and have a very upset granddaughter and grandchildren and great grand children as now looks like NATWEST have ruined everything for a entire three generations of family. first time I asked anything of the bank never even used a overdraft facility or anything.
Thank you for spoiling our Christmas. THE JONES FAMILY
Mr & Mrs L I E Jones