Natwest reviewed by

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Piggy in the middle

Having communication problems re. switching savings accounts. Was given wrong information by call centre and told to go to branch that day. Arrived at branch and told I need to make an appointment. Complained to customer service and told I was given wrong information by call centre about the need to visit branch that day. Following week made an appointment through call centre to see branch. Arrive at branch to be told person is ill and appointment should not have been made. Ask to see manager who sorts out one switch but tells me I need to ask for the other to be done centrally. Get home and see letter says second switch can be done at branch. My two new accounts have been created and appear on my online banking with zero balances but was not sure by who and when the first transfer will be done and online transfer facility not yet giving me the option to transfer to the new accounts. Asked Call Centre for branch manager to ring me to tell me who was doing first tranfer but no response after three days. Popped into branch to leave note and bumped into manager who said it can take up to 15 days for call centre requests to be passed onto the branch but that the first transfer was "probably" being done by them but I still do not know when. Second switch does not come into effect until the end of the month so currently not an issue. Have told customer service I think their call centre/branch interfaces are not good but no reaction and I am still in the dark as to when my first switch is going to be made.

Just checking my online statements every few days to see if the transfer has been made or not. Feeling like the piggy in the middle.
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