How could my NatWest current account disappear from the app?

Four weeks ago, all traces of our joint NatWest current account disappeared from our app, and the balance transferred to our savings account. Our cards, cheques and direct debits were invalidated. We alerted the bank, but all we’ve received since are reprimands for defaulting on payments from the lost account. Late and returned payment fees are mounting up. After visits to our branch, and several letters, we still have no information on reinstatement. We are both 85 and becoming stressed.
PG, Bury, Lancashire

This is a bizarre situation and the bank’s apparent indifference to the emergency is troubling. Your credit record could be trashed by a succession of missed payments. And I – and you – are still in the dark about what happened, and why. It appears to have been a bank error rather than fraud. However, within a day of my intervention, you were contacted by the chief executive’s office and your account was reinstated. You now face the hassle of reinstating your direct debits and BACS payees, which have apparently been wiped. NatWest is investigating and has not responded to requests for a comment. But it confirmed it has offered £500 in goodwill, which you generously plan to donate to charity.

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