How did my NatWest checking account disappear from the app?

Four weeks ago, all traces of our joint NatWest checking account disappeared from our app, and the balance was transferred to our savings account. Our cards, checks and direct debits have been invalidated. We alerted the bank, but all we've received since have been reprimands for failing to pay the lost account. Late payment and return payment fees increase. After visits to our agency, and several letters, we still have no information on reinstatement. We are both 85 and becoming stressed.PG, Bury, Lancashire

It is a bizarre situation and the apparent indifference of the bank in the face of urgency is troubling. Your credit file could be ruined by a succession of missed payments. And I – and you – are still in the dark about what happened, and why. It appears to be a bank error rather than a fraud. However, within a day of my intervention, you were contacted by the General Manager's office and your account was reinstated. You are now faced with the difficulty of re-establishing your direct debits and your BACS payees, which have apparently been erased. NatWest is investigating and did not respond to requests for comment. But he confirmed he had donated £500 in goodwill, which you generously plan to donate to charity.

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