After having my life savings stolen by an ex partner I sought help to repay an overdraft he left me with. No joy, they didn't want to know. A smallish overdraft of a few hundreds ended up over £2000. All bank charges and interest. They knew I was in severe financial hardship yet not once, after visiting the bank or writing to them, was I offered advice, help with setting up a repayment plan or even a discussion.
My current bank are a breath of fresh air. Helpful and polite. Not a hint of the unpleasant, demeaning attitude I got from NatWest.
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