We have been Guardian readers for 60 years and now need some help. On a recent visit to our local branch of RBS we were told by staff that our Royalties Gold account, which cost £12.95 a month, was no longer available and that we needed to upgrade to a Select Platinum account.
We signed the forms but were astounded to learn later from other RBS customers that the account had closed only to new customers. We greatly appreciated the 10% holiday discounts that the Royalties account gave us and used this regularly. We were further astonished when it emerged that several of the branch's own staff still use this account.
We have complained and asked to be put back on to the old package, but RBS has refused. JT, Stockport, Manchester
Your treatment by RBS has been very poor. You were switched to an account that costs more per month – having been told your existing account was no longer available. Small wonder people are cynical about British banks! The fact that someone in the complaints department said that because you'd signed the form it would do nothing is appalling. We asked RBS to explain and, eventually (our experience is that RBS responds slowly), it changed its mind.
A spokesman said it can't put you back on to the old account, but it at least it has made up for any financial loss. "We've set him up with the account we currently offer that's the equivalent and have refunded the £75 packaged account fees he has paid since May. We have also credited JT with £96 as compensation to cover his monthly packaged account fees for the next six months and an additional £400 as compensation to cover the discount he would have got on his £2,000 holidays for the next two years."
You are happy with the outcome, but in your shoes we would be looking for a new bank – and an account that doesn't charge a monthly fee.
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