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Hi thank you for your message, please note that I will look to provide an accurate but nevertheless speedy reply to your inquiry. I am sorry to hear about your situation but I will endeavour to help you today.
I would not say it is illegal though it is poor service. My recommendation would be to complain to NatWest. If you are not satisfied with the response you receive then you can contact the Financial Ombudsman Service (FOS) and they can look into the matter for you, they can be contacted here: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
I trust this assists you in understanding your position however, should you have any supplementary inquiries, do not hesitate to ask and I will look to clarify or expand on my previous response.
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