Hi,
After months of fighting over my NatWest current account I have finally won the war and the default removed.
I moved on to trying to remove a default on my loan account - a bit of background:
I began to struggle to pay my loan account some years ago when my partner went into hospital and we had to survive on one salary for 18 months. I set up a repayment plan of £60 a month instead of the original amount which was £91. This was about 3 years ago.
Then one sunny day I discovered a default on my credit report for this loan which they had assured me would not happen and which they had applied a year later. I found out the reason was because they couldn't get hold of me to reset the payment plan (as is due 6 monthly) and so defaulted me. This was simply because I was not in the country for a few weeks but I never missed a payment, they continued to come out of my account on time every month as they always have. When I returned home I had a letter and called them straight away - we re-set the plan - there was no problem and I assumed all was well in the world of NatWest. I never had a default notice from them.
On discovering the default I have set about trying to get it removed by asking them to supply a copy of said default notice as I believe they are required to do. I sent several letters but only got a signed copy of the original credit agreement. Consequently after the last 28 days expired I took the matter to the financial ombudsman as I had said I would if they failed to comply.

I have today received a letter from NatWest stating that I am £749 in arrears. They have no record of a repayment plan in place and are perplexed when I mention the £60 (increased 2 months ago to £65) agreement I have in place through their Triton recoveries team. I have been on hold for 45 minutes whilst they 'investigate' and the results of said investigation were - I should be paying £91 and I have arrears of £749 - which is what it says in the letter which didn't take me 45 minutes to read. I can (as a special favour) make a one off payment of £749 today. Sounds like a great deal!!!

I also have in my possession a letter from Triton dated 16th June stating the agreed repayment plan for this correct loan account number for 6 months from the agreed date (1st July) for £65.

Following the 45 minute conversation with NatWest and their very cagey attitude, I phoned Triton. They informed me they are no longer dealing with the account and it has gone back to a branch level at their request. I asked him why and he trotted off and put me on hold for 10 minutes and came back with the telling question: 'have you made a complaint?'. To which I replied I had and he explained that was the reason the account was back with NatWest. I asked if this meant the repayment agreement was no longer valid and he replied that this was the case.

Where does one start with this? Well for starters I have had no correspondence saying I am no longer dealing with Triton. I have had no correspondence saying the plan is no longer valid. I have just got this ridiculous letter saying from NatWest stating I seem to have missed a payment (exact words) - as if one payment amounts to £749.
And that's before we even get to the fact I am now being discriminated against because I made a valid complaint. Surely they cannot end the repayment plan without any notice as punishment for me complaining??!!

I called NatWest back and asked to speak with a manager - if I am lucky I may get a call back today - but I said I wanted to confirm this was the case and if this was their standard procedure. The lady I spoke to raised no eyebrow.

In my last conversation with NatWest I stated to the very nice lady that I would not be making any further payments on this loan if a manager does not call me back within 24 hours and she had noted as such on my account.

So the very long background leads to these questions:
Because I have made a complaint to the financial ombudsman - can they end the repayment agreement with no notice despite having it in writing? And is being discriminated against like this common practice?
Can I refuse to make any further payments on this account until this is resolved, simply for the fact that they (not I), have defaulted the agreement .
Or is this simply NatWest's clever way of making sure I get a default even if I have the old one removed.....

And of course as ever - do you have any advice?

I am so sick of NatWest - every time I see their adverts on the telly with the little van that will bring your bank to you on the beach or the one promoting the wonders of Saturday banking which they and others have been doing for years, it makes me shout at the TV!

NatWest - helpful banking ...........