This is an extract from I letter I sent to Natwest recently complaining about the disproportionate unauthorised borrowing fees applied to my current account.
"I have recently received your standard reply to all complainants for unauthorised overdraft fees. Your letter is not satisfactory on many levels.
I will continue pursuing my refund request of £190 in charges levied on my account.
I do not intend to fill out and return the “Customer Financial Statement Form”: I have been a customer for 10 years and I do not deem it necessary. I disagree with your suggestions on how to reduce my debt, which I find patronising and simplistic.
In the past year from September 2007 to today I have paid £360 in interest on my overdraft plus £190 on bounced payments/unauthorised borrowing. Your bank has therefore profited from my situation at the tune of £550 a year.
As a loyal NatWest customer I am appalled by the lack of support provided to long term clients; may I remind you that during a recession CUSTOMER IS KING and businesses have to fight tooth and nail to win and retain customers. For example, First Direct is offering new clients £100 to open an account and if afterwards they are not happy and want to leave they are given another £100 as a goodwill gesture. That's what I call “putting your money where your mouth is”."
The reply I received was fairly standard: a lot of "we are sorry" but no offer to compensate until the court case on overdraft charges is cleared.
Monday, 29 September 2008
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