Suspicious Activity?

Despite knowing I was living in Vietnam, NatWest repeatedly blocked any credit card payments for "suspicious activity."

I spent endless, frustrating hours calling the UK from Vietnam to unblock my cards each time, but it never lasted. The automated fraud prevention software kept triggering blocks. The bank claimed they couldn't override the system or even tell me why it was happening. Eventually, my NatWest cards became entirely redundant. Thankfully, I had a Barclay credit card as a backup, which worked flawlessly for larger purchases like my motorbike and new phone.

The Card Replacement Nightmare

In May 2026—13 months into my time in Vietnam—NatWest notified me that they were cancelling my active debit card for "security reasons" and issuing a replacement. This made no sense. I had deliberately renewed both my debit and credit cards in March 2025 right before leaving the UK, so both had two years left before expiring. The bank's response? "Security. End of story."

Ten days passed, and no card arrived. When I called, they told me overseas deliveries could take up to 25 days. Knowing how unreliable local delivery can be, I asked for the carrier and tracking details. They told me it was sent via Whistl—with no tracking number!!

Later, the truth came out: the card was never sent. It had been intercepted and destroyed in the UK claiming Vietnam was "not secure enough" for postal delivery. They suggested I set up a virtual debit card instead. While easy to activate, a virtual card is useless when you need to pull cash out of an ATM.

The Address Trap

In July, I called the bank to ask how best to manage my account long-term. I had updated my address to my rental home in Vietnam, but because they refused to post cards overseas, I spoke to them to see what was best way forward

●      Mail Forwarding: I asked about using my UK mail-forwarding service address (which scans mail or forwards it to Vietnam if required). The bank said they don't accept forwarding services.

●      Friends/Family: I didn't want to burden friends or family with my postal logistics.

●      Property Address: We agreed I would revert the address back to the UK property I own and rent out. Since my statements and all other correspondence were set to electronic, I figured if a replacement card were ever issued, my letting agent could simply forward it to me.

Problem solved, right? Wrong.

Wiping Out My Account

Four weeks ago, in August 2026, I logged into my banking app to transfer money for the coming weeks. Every single account and all of my money was gone. I had not received any emails, no warning letters, and no messages in my secure app mailbox. I checked my UK SIM card and found a single text message:

"Your banking relationship with NatWest. Following our previous letter your accounts are unavailable to use. If any remaining balances we will be in touch. Any questions ring xxxxxxxx."

All of my life savings and daily funds were locked away instantly, leaving me stranded in a foreign country with almost no money for food or basic essentials.

Automated Hell & Bizarre "Advice"

I immediately called the number provided to report what I assumed was fraud. Instead, I was trapped in an endless loop of automated options ("Press 1, Press 6..."). After 80 agonizing minutes on hold, my phone credit ran out and the call disconnected.

I had to use my Barclaycard just to top up my phone credit so I could try again. Using ChatGPT to hunt down alternative numbers, I finally reached a human being.

They told me a letter had been posted to Vietnam back in May warning me that my accounts would be closed in August because they "could not support a customer living abroad." Interesting no one mentioned this letter had been sent to me in May to close my accounts when I was discussing with them in July what is the best address to hold on my account. It was posted the very same month they claimed it was too unsafe to send a bank card to Vietnam in the post! The letter, predictably, never arrived.

When I explained that I was stranded with zero funds and struggling to buy food, the support agent made an unbelievable suggestion: "Have you tried finding a local food bank?"

When I pointed out that under Financial Conduct Authority (FCA) rules they are required to support customers in financial hardship, I was told I would need to physically walk into a UK branch to access hardship funds.

On a subsequent call, an agent told me a "Specialist Team" was handling my case. When I asked to be transferred to that team, he said he couldn't. When I asked for their direct number, he refused again, stating he would have to terminate the call. I pointed out he was going to hang up on a 63 year old customer, who has banked with them for 35 years and now stranded in Vietnam in financial hardship, he simply said "Yes" and cut the line.

Fighting to Get My Money Back

No one at NatWest offered a solution, so I had to research the process myself. I discovered a "Return of Funds" form online for closed and dormant accounts—a tool no customer service representative had bothered to mention in repeated phone calls to the UK.

I submitted the Return of Funds form with supporting documentation on August 21, 2026. It has now been nearly four weeks since my accounts were closed, and I am still fighting to get my money back. The only response I receive is an automated email stating:

"Dormant Account Reclaims can take up to 38 working days to complete once you have provided the required information and documents."

After 35 years of loyalty, not a single person from the bank has picked up the phone to explain what is happening or if there is anything I could do to expedite the situation.

How I'm Moving Forward

I have since opened an account with another UK bank—an embarrassing task when you don't really have any money, I opened it with a £1 deposit. I transferred my Direct Debits and redirected my UK pension and rental income there. Luckily, a friend I’ve known for years in the UK transferred me enough money to cover my rent and immediate bills, giving me some much-needed peace of mind.

Once my savings are finally returned, I plan to open an offshore account with Standard Bank Isle of Man. They cater specifically to non-UK resident expats, support living abroad, and provide UK sort codes and account numbers to manage Direct Debits seamlessly.

I have now submitted a formal complaint to the Financial Ombudsman Service against NatWest and am awaiting the outcome of their investigation.

The Lesson for Expats

If you are planning to retire abroad, do not rely on a single traditional UK bank account. Check their expat policies thoroughly, set up international-friendly backups before you leave, and never leave yourself with just one banking option, you could be at risk for failure.

Check if you are eligible to open local banks in the Country you are intending to live in, that is not always possible. Do you research and due diligence, it's so important.

NatWest’s slogan is "Tomorrow begins today."

For me, tomorrow begins with a completely different bank.