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.

There’s no evidence that they aren’t either.

Again, banks do not have to give a reason for closing your account.

The ICO is about as much are used as a chocolate teapot I have reported several serious data breaches to them and they have not acted.

Dd had a problem with her bank last year and spent many hours on the phone, trying to get someone to understand that they had not adhered to what their T&C stated

Ended up getting a SARs request for everything (including bits where they had put her on silent whilst they checked things with a supervisor which was interesting.
She got the request because the customer service person she spoke to told her no one really took notice of the T&Cs because customers liked to do something another way. She asked to be put through to someone at a higher level and they said the same thing.
The bank when she complained had to send all customers a letter to point out the T&Cs for this particular issue.

Plus she got compensation.

What is the point of T&Cs if the bank themselves don’t adhere to them.

Further update - I've been at work today and missed a text message from Lloyds Bank Switching Team sent at 4.36pm stating that "unfortunately my switch request could not be progressed" and to call them. I didn't see this until 6.00pm, called immediately and got the message their opening hours are 9-5pm Monday to Friday. I'm so shocked and was close to tears because I simply don't know what's going on. I am NOT involved in money-laundering or anything fraudulent! This will be a very long weekend and I can't stop thinking that I will be blacklisted and prevented from having a bank account anywhere. I am stressed.

You are not unreasonable to be upset and stressed by this. 💐🍷

Maybe contact your MP?
Not having a bank account almost makes you a non-person in this day and age.

That sounds like a CIFAS cat 6. Unless you were money laundering then I assume it’s a mistake and you can definitely get that removed if it’s a mistake.

It's strange that if they think you are money laundering, they can't tell you as it may 'tip you off' that you've been caught.

But if someone was money laundering, then this decision would tip them off as they would know they had been caught.

There should be a system of investigation to determine the facts. A bank account is an essential nowadays.

It's very Kafkaesque

I am sure this thread will get picked up - and hopefully prompt some discussion

This is terrifying. You need major help. Contact the press, contact your MP. Contact whoever you need to help you on this.

Sorry this happened to you, NatWest did the same thing to me back in 2015. They provided no explanation why, I opened an account with Lloyds shortly after and have had no issues since. I worked for NatWest last year and I was tempted to ask why the hell they continue to do this to their customers.
My suggestion would be to open an account with a online only bank - I have both a Monzo and Starling account- the set up is very quick but assume you may need to update your DD and change your employee pay details yourself.

Your bank opening process with Lloyds sounds cumbesrome for a standard current account so I'm guessing that's not what you are trying to do.

Current accounts can be opened in minutes with the app banks, have you that so you at least have some kind of account

Have not read the whole thread …but I would take this up with my MP.

Computer algorithms are damaging the lives of many ordinary people and banks need to stop depending on them in the way they do. There needs to be some human intervention to actually check what is going on.

My guess would be you have been flagged high risk for money laundering and it relates to the charity you have been doing work for.

Did you put this charity down as a source of income on your Lloyd's application?

What's the nature of the charity's operations? I think all charities are considered high risk for money laundering but those operating in certain sectors overseas might be considered risk for terrorist financing or bribery/corruption.

AllThatFancyPaintsAs Fair - I can assure you all I want is a standard current account! I even turned down the offer of £125 cash back to upgrade accounts by paying £3 a month to receive a magazine and special offers. Clutching at straws now but we've looked online at the criteria for switching accounts with banks generally and several mentioned requiring "a minimum number of direct debits and a regular income". I only have two DDs and a small part-time income. Could this mean I'm not eligible? I've also contacted Cifas for a check on me to see if there are any markers for fraud!

Thanks to everyone for messages of support. It does help :-)

This sounds a nightmare, it's awful they won't actually give you a reason and you can't talk to anyone.

There could be a concern that the charity is directly used to launder money. Ie proceeds of crime given as donations and then output as clean funds , for example directly to pay consultants or as grants.

Indeed it could simply be the pattern of ad hoc payments from a charity that raises Suspicion rather than anything flagged against the particular charity.

Nojobforoldmums - I work a couple of days a week in the retail sector of a charity (established for over 35 years) linked to autism and global learning difficulties. No connection whatsover with overseas and I'm pretty sure money-laundering isn't on the agenda. I really don't see how I could be flagged up as high risk but it's all such a crazy situation that who knows!

If another bank has rejected you, it's much more likely to be a CIFAS marker on your file than money laundering suspicion (which doesn't have a centralised way of being marked on someone's file). If that is a case, you apply to have it removed under GDPR.

Not strictly true as OP has instigated an account switch. The closing bank will share details.

@SWnewstart - is there anything at all on your credit reports that might she'd a light on what's going on?

Is the Lloyds account open? It sounds like you opened the new account and then signed up to the relatively new 7 day switching service that most banks now offer.

Given how few automatic payments you have you don't actually need to switch. Just open a new bank account and then tell the companies the new details. Its a little more work but you have control of the process.

Magenta82 - no the Lloyds account isn't open. I was advised the switching process would take about a week before the new account went live, by which time I'd have a debit card and cheque book (yes I do actually write a few cheques still!). Then the text saying the switch request couldn't be processed.

I didn't realise I could just apply to open a new account without all the "switching" stuff and guess it may be too late now as the banks seem to be talking to each other. I'm feeling a bit paranoid.

FlowerArranger - nothing untoward on credit checks but because I don't have a mortgage, haven't used credit card for a few years, no real buying credit history etc and mid-60's, maybe that's not actually a good thing?

I didn't realise I could just apply to open a new account without all the "switching" stuff and guess it may be too late now as the banks seem to be talking to each other. I'm feeling a bit paranoid

That's why I thought you were doing something more than opening a standard current account. For reasons of taking advanatge of various special offers/features of accounts I have many current accounts all of which I've literally opened in minutes online

Going into a branch and waiting is like the 1950s so I thought you must be opening a busines or other non standard account

I don't know if there's any drawback to doing an online application now but might be worth a try

I’ve got no experience of the horrible situation you’re in right now, but I’ve used ombudsman services twice in connection with failings by first a broadband supplier and second a utilities supplier. Not the fastest, but I found those services really effective and satisfying. The broadband dispute went to Arbitration and I found having an arbitrator decision a really good “YANBU” feeling. I’d recommend checking out what the process is for the ombudsman (you’ll probably need to wait a period of time before you can apply)