Natwest letter received "ceasing banking relationship" - what on earth is going on?

[SWnewstart]

I've banked with Natwest for approx 45 years, same current account and more recently a little saver account with less than £30 in it. Came back from holiday 2 days ago to a pile of post amongst which was my salary slip from part-time job, a new bank debit card to replace the current one expiring at the end of June and a letter from Natwest starting off "were you aware that we couldn't make some of your payments because there were not enough available funds in your account" - NOT TRUE.

I immediately went online and checked - there was approx £800 and I don't have any regular payments more than £40 a month (retired and mortgage free). The strange bit is that under the heading of What Items Have Not Been Paid were details of my employer and salary which obviously goes into the account, not out of it! The online statement didn't show my salary at all for May. I contacted the virtual assistant at Natwest who could only advise me to speak to my employer. I did this the next day, only to be told the payment had been returned and had I changed account details or anything? No, nothing changed at all. This morning my employer advised they had again made a BACS payment for my May salary and to let them know if it worked. I checked and the payment was in my account.

However, in the post today was another letter from Natwest stating that "we regret to inform you that following a recent review we have decided to cease our banking relationship with you as from 1 August 2022". I immediately tried calling the Shared Services in Manchester on letterhead but number just rang out. The letter also says this decision is final and they are not able to discuss the decision with me or provide any further information in relation to the decision making.

Are there any Natwest people out there who could shed any light on this (or any other bank staff). What on earth is going on? I'm worried sick.

The only thing I can think of is if they suspect fraud of some kind. Is there any chance someone has your details and has applied for loans or credit cards? Try looking at your credit file to see if anything unusual is showing there

I'd go into the local branch and ask for an investigation into the first point. It will lead to more answers and at least you're speaking to a human. It can then open talks about the second point.
Could you ask your employer to send a remittance advice from their first attempt at paying May's wages? That would be good evidence to take with you.
I don't work for a bank, but the above is what I would do. I wouldn't even think about questioning why they're closing the relationship when they've said its non negotiable, so no one will listen. But once the first issue is resolved then they will surely have to revisit their decision in closing the account. Good luck

You should go in branch or ring them again.

Oh goodness, that's a scary thought. Sorry to be a bit stupid, but how do I look at my credit file? I've only ever had a loan for a washing machine over 30 years ago!

Have you recently transferred funds into that account from a cryptocurrency exchange? Or is someone using your account details to run a fraud? These are the usual reasons these days.

You don’t need to be worried either way. Plenty of banks with better customer service that will pay to have you as a customer and help you transfer things over.

Agree that you need to visit a branch for this one.

Free credit score available here:
www.experian.co.uk/consumer/experian-credit-score.html

Thank you - I will document the sequence of events and go to a local branch of Natwest to try and get some answers. It's the reason for closing my accounts and decision being final, with no explanation, that seems unfair to say the least! And would that make it difficult to open account with another bank? Illogically I feel a bit "guilty" for something that's not my fault!

I hate to add to your worry OP but it's unlikely the bank will communicate with you. The exact same thing happened to me but with Barclays, just over five years ago. I couldn't withdraw the money in my account, tried to open accounts with other banks but they were also instantly closed with no explanation.

I've been unable to have a bank account or credit card now since March 2017.

I've been told that after six years that whatever it was will be wiped and I'll be able to open an account again.

My fingers are crossed that you have a better outcome than me🤞

This happened to my parents with RBS (same banking group). They fought for weeks to get information from various different departments and were denied every time. They ended up switching to TSB once they received the same letter you mention and have had no issues since. As they say in the letter, they will not discuss this with you any further and the branch staff will unfortunately have absolutely no information to give you as it’s nothing to do with them.

Do you know the letter is really from the bank? Google the phone number on the letter - it may not be genuine and possibly some kind of scam.

Legrandsophie - I've no idea what the cryptocurrency exchange thing is, so that will be a definite NO! Also how would I know about fraudulent accounts? It's a total mystery and very worrying.

Just sign up for clearscore. It's pretty straightforward.

My first thought would be - scam!

I wouldn't phone a number on a letter I'd check the number or call the one I already had

This all sounds very odd and I would want to be talking to their fraud department to ensure the account is secure, and if not to ensure the correct steps are taken to rectify this

OldTinHat - that is awful - I can't believe it. Surely the bank is obliged to give a reason? I hope this isn't the route I am being driven down. Good luck with your battle too.

That's weird. Did the bank freeze your account for 7 days? Do you think they made up weird reasons because they froze your account. This could happen if they suspect the account is used for money laundering. If the bank decides to close your account, they are not allowed under anti-money laundering rules to give you the reason as that is considered tipping off.

I am probably wrong but just throwing this out there.

Squiff and Graphista - but how would a scammer know the 3 account numbers I have? I will check out the address and contact numbers on letterhead, thank you.

I had a different issue with NatWest a couple of months ago and got nowhere with their telephone, email or web chat complaints.

Googled the name and contact details of the CEO and sent an email to them and my complaint was passed to the Exec complaints team who had resolved the issue for me within 48 hrs. CEO never sees these emails but it does help move them up the chain a bit of you can't get help from the branch.

Try emailing the CEO - that’s what I usually do when you’re stuck in a spiral of non communication with a large organisation and computer says no. Or is there an ombudsman?

@FatAgainItsLettuceTime - cross post! The CEO usually has a crack team who will cut through the crap…

Go to local branch asap.
Also contact NatWest fraud department.

If you get nowhere with the bank, maybe have a look at financial-ombudsman.org.uk, who apparently help with complaints. (I’ve not used them). It gives bank account closure as an example, although it does say they are entitled to close your account but they’ll look at whether they treated you fairly in doing so (eg if they gave you enough notice). The fact they didn’t let your wages be paid in, without notice, would be one way they’ve not treated you fairly.

It's ridiculous, and that you get extra hassle and worry with no explanation given at all. Good luck.

Do you have a joint NatWest account account with anyone?
My business account disappeared into a “special department” a few years ago. It turned out that because I had a joint a point with my sister who had a joint account with her now ex husband, my account was linked to an account of my DSis ex that was under investigation. We only found out because we had a mortgage application refused. After much hassle and closing of linking accounts it all got sorted out. I made a complaint because I had not been informed and they had been about to freeze all my accounts. Despite much questioning they couldn’t tell me why it happened only that it was due to a linked account. Ex bil wouldn’t say why his account was under investigation. It was the last straw for my DSis, ex bil hadn’t worked for 8 years and she had discovered he was a functioning alcoholic. When he refused to disclose why his account was in a “ special dept” she divorced him. It could have closed my business and put people out of work. He just failed to see how serious it was.
To this day we don’t know why, NatWest couldn’t disclose any info due to data protection. We suspect it was an old account he had with an ex business partner that was being used for money laundering. I can’t remember the dept that was dealing with it but even my business manager had never heard of it.
Alternatively it could be a scam. If you are unable to get through to the number on the letter that is a big red flag. Go into a branch with all the letters and they will be able to tell you if they are legitimate.

I couldn't withdraw the money in my account, tried to open accounts with other banks but they were also instantly closed with no explanation.

I've been unable to have a bank account or credit card now since March 2017.

I've been told that after six years that whatever it was will be wiped and I'll be able to open an account again.

That is really Kafkaesque. Even if they no longer want you as a customer, how can they just decide to keep your money? If they have mistaken concerns about fraud and don't want to be implicated in anything illegal, it's a little odd to react to that with a theft!

Did you have the same name as a known criminal and they just assumed you were them - or did they put two and two together and make five? I felt really sorry for H from Steps when the appalling news about that disgusting man from The Lost Prophets emerged, who was also Welsh and happened to have the (not uncommon) same real name as him, as you'll always get some people who are dangerously stupid. Like the idiotic self-appointed 'paedo hunters' who terrorised a paediatrician some years ago.

The 'whatever it is' is also highly concerning: even the most vile criminals ever don't get punished without being told what they've been charged and found guilty of. Surely, if somebody has a false record about you that has caused all of this upset and detriment to your right to lead a normal life, you could sue them for defamation or libel?

This is NOT TRUE. You need to sort this out with NatWest. It is not necessarily easy or even possible to change banks these days. Please don’t close your account lightly, thinking you can simply open another. You might not be able to