Last month I tried to open a savings account for my 10 year old daughter. I had previously opened an account for my 14 year old daughter without any problems. I am not a customer but for various reasons this is the bank we choose. My daughter and I went equipped with a passport for her and a passport, driving licence, several bills and a credit card for me to prove identity.
Everything went well until the woman we were dealing with had to get the final authorisation from her supervisor. This woman came into the room and told me I had to prove I was my daughter's mother as i did not share the same surname as her. I felt insulted but agreed that I would return the next day with my daughter's birth certificate (you cannot get a passport without a birth certificate and as the passport has a photo I thought that this would be enough.)
The next day, I handed over the certificate (which incidentally does not include details of parents) and I asked for a copy of the company policy that asked for this identification. It was duly copied and the woman returned and gave me a piece of A4 paper with a bullet point and three lines on it showing the company policy.
I asked why I had to prove my relationship with my daughter and I was told the following:
- I do not have the same last name as her but my husband could open the account for her without any problem. I pointed out that on this basis so could his brother, his father and his sister-in-law.
- She said she did not share a last name with her husband but they had given their children both their last names to avoid this confusion. Perhaps I should do the same!
- It is to protect everyone from money laundering and terrorism. I asked if my daughter looked like a terrorist and if the £10 a month I was going to put into a Young Savers Account would be sufficient to fund a bombing cell.
To be fair, I made a complaint and received an apology from the bank. However, it still really hurts that I had to prove that I was my daughter's mother, even though I don't think I have done that, surely only a DNA test could prove that.
I do wish that I had not started the process.
I applied for an account (Select silver) Have received my card and pin and online banking details. Even signed up for the benefits. Then get a letter saying my application was unsuccessful? Er why? No explanation just my accounts are now off my banking screen. What a waste of money if they do that to all customers who are unsuccessful !
As a relatively happy customer of the NatWest Direct Business Banking (Hornchurch) section for a couple of years now and looking to open another business account with them,I have almost given up.After applying online - which is simplicity itself - trying to chase up whether the account has been opened is a complete nightmare.
After numerous phone calls in reply to automated messages left on my answerphone,trying to contact the right kid at Hornchurch is virtually impossible.
Small wonder that RBS/NatWest are in such deep do-do's !
Keith Connolly found this review useful
Nor will they reimburse the money taken and its a lot of cash. Starting legal
proceedings today..... I will get it back as unlike the phone operators on their switch board I know the Law and my rights,Watch this space.... As banks go they must be amongst the worst out of a bad lot. I would give minus ten stars but am unable to.
The bank is rubbish and not helpful at all and I would definately not recommend them to anyone so stay well clear. They just seem to fob you off and say call back tomorrow or whenever you are free. They won't even cancel a standing order on a sunday and when you say you could not get to a phone they just say well that is not my fault you should of done it the other day.
Been with them for over 8 years, good service so far. Few problems here and there but nothing that wouldn't happen elsewhere. Opened a business account recently and I felt the lady went out of her way to sort everything for me :)
Ok. You need to speak to an actual human being at Natwest? Good luck with that one! The 'Contact us' page doesn't provide a tel no, it just tells you to go to their useless 'Ask a question' page, which merrily churns out boiler-plate, generic answers 'till the cows come home (at least there's a picture of a nice young woman, which is assuring).
Will close my account and look for a bank who aren't afraid of advertising their tel no.
Divorce case so no access to just under £1 million funds, plus house worth 1.6K Can't even give me a loan for £10K for my lawyer fees. Rubbish. After 25 years of being with them, when my divorce settlement comes through I will be elsewhere.
Had my credit card use refused twice in a public place... I have approx £100k with them in ISA's and savings account too!!!!! Then i had a mobile text from them saying my details had been changed on my account.. Which one, i have three and there was no phone no or contact details given. So i went into the local branch and there was nobody to speak to about it. So i lodged a complaint by email. I then had a complaint manager call and she refused to accept my concerns about contact options etc. There is no ordinary phone number issued for NW only a 0845 number and you need passwords etc to use that. SO i couldnt make phone contact . I found the whole saga a real pain and not what i call service at all.
I had phone meeting with Nezihe Oguzkan phone manager of the Barnet, Enfield & N. London to open a Natwest Business Account, she was very VERY RUDE and disrespectful when I made her aware she just knock down the phone on me. Pls keep away from such a RUDE place or fire her.
discusting service overcharging on overdraft all the time stopped me from accessing my account because i was a few pounds over my limit so i had to ring them and pay about 500 from witch they will give me access again and pay me back 100 pound in a few days which they never did and cus i had to pay this money i nearly lost out on work on ferries at the time because i needed money for travel luckly i borrowed some then they charged me 50 pound which made me go over the limit again then they start charging me extorchinate charges again for being over the limit when it was them that caused it this was 2 years ago now but i will not pay them because they caused me to go over the limit but have contacted them now complaining and they have failed to reply to me so i will contact ombusmen next yet my friend had the same problem a bout a year ago and they paid her whole overdraft off and offered her a loan when she is constantly going over her limit seems they have got there prioritys very wrong
Been a Natwest customer for years, applied for a Mortgage with them, paid for the house to be valued. The estate agent they used under valued the house by £15k (£20k less than the exact same agent valued it for 3 month previous) We complained because the agent obviously under valued because seller went with their main competitor - we could back this up with the original valuation and comparison of local house prices . Natwest said there was nothing we could do out it but put in a formal complaint, we did this and 7 months later not heard anything back! wasted our time and our £250 - buying your first house is stressful enough without the upset this all caused - Very disappointed with Natwest and would never look at getting any kind of loan with them again, everything looks great on paper until they screw you over and do nothing to help you. Got our beautiful home in the end - thank you Abby!( free valuation and better rate)
what a waste of time had only 2 dealings with them both bad
first set up a child trust fund so i thought for my son about 3 months before his 1st birthday nearly 7 years ago now thought everything was ok untill family tried to pay birthday money into the account ,account not been setup, got appology but didnt get 3 months lost interest on about £1200
currently out of work surviving just about on wifes wage and job seekers so every penny is very important at the moment
jsa was to be paid last thursday to cover council tax gas and electric bills it wasnt .it was issued as rapid payment on monday to clear in account 1pm monday this was rejected by nat west and took until 4pm thursday to be returned to dept work and pensions (acording to them it had been paid monday and just had to clear in bank) they were actully quite helpful and re issued the payment to another bank account with barclays 10am friday and it cleared at 5pm i now have to draw the cash out of a cash machine go to nat west pay it in wait 3 days to clear to clear my now overdraft for which i bet i get a snotty letter that costs me about £50 to go with my summons for not paying my council tax and credit blacklist for not paying other bills i only opened an account with them because they are the nearest bank and it wasnt a special trip to go to barclays who i have been with 26 years and have had no problems with that i can think of thanks for nothing nat west
Ive been a customer for around 15 years and had many problems in the past. Which if your expecting help...Don't! They have made things so difficult and awkward that just 1 month after opening my new business account I have asked to close both that and my current account. The fact that they were keen as hell to start with then when I was all signed up ive been hung up on, spoken to like utter crap, absolutely no help and refusal to put me on to a manager. I lost my rag put the untrained idiots in there place and am going to be taking legal action against them. This is how bad there service is. They are nothing but rude and arrogant Liars who no nothing of their jobs. NATWEST IS A JOKE! AVOID AT ALL COST! You have been warned
I have been using NatWest for the past three years while I have been a student in London. For the past three years I have been using NatWest to pay for phone bills, rent and on-line transactions.
One day I woke up to find out that my account had been closed and I could no longer work with NatWest. I was given no reason whatsoever. Now I cannot pay my bills and rent and as I am an international student I cannot do anything in the UK.
It is unbelievable on how they can just close your account and give you no reason at all. Please do not leave comments about all this fraudulent activity suspicions that I have read on-line. I state again that I am an undergraduate at UCL and I have been only using my account as a mean to pay for direct debits and on-line transactions.
My wife and I made the mistake of e-ISA due to best rate available.
Shambles from start to finish. 4 months to Open (all our effort due to absent customer services, aptitude), and a joke to transfer out too. They don't have a clue.
Speaking to the complaints department (why can't banks transaction anymore, just hide behind everything is a complaint?) who didn't come up with an acceptable way forward. No managers (apparently) available - all staff I have the pleasure of demonstrate an "as if" attitude. Would not make it at a MacDonalds outfit, let alone a bank. Don't expect anyone to own an issue, or any level of professionalism from staff. Spoke to 3 "representatives" within complaints, none of them should be customer facing due to lack of basic skills (ie. to listen rather than try to talk over people).
Hell on earth, move to another provider as this company is a joke within UK. Given one star as couldn't select zero.
I went to open an account with NatWest did it online then went into branch to show documentation I then started receiving relevant emails texts ect ect then the welcome letter card and pin. Trying to activate my card I went into the branch for them to turn round and say the bank has decided to close the account no reasons why or any information was given to see why it was closed
Utterly pissed of with NatWest
Never never use NatWest bank that's my advice to anyone
I applied for a extension of my overdraft today, which I have never asked the bank for anything before. This was my only option as my dad was supporting me until my first ever full time wage came in on the 30th of April, but he has passed away within the last week.
I explained all of this to the bank and they still wouldn't take this into consideration and kept passing me department to department with no consideration what so ever. They declined my overdraft extension but accepted my friends who is on benefits...... JOKE.
I will be shutting my bank account as soon as possible to get out of there disgusting treatment !!!!!!!!!!
Never ever again.
After registering our newly formed business, getting premises to trade from we are finding it hard to find a non credit business account. The accountants who dealt with everything for us guaranteed us excellent service from Natwest and to go with them.
Day 1 - Received a call from a Account Manager at Natwest, I was in a meeting and could not take the call so she left a message saying she would call back in 15 minutes and if she could still get hold of me she would call me the following day.
Day 5 - Received a call from the same lady saying we were missing each others calls, this is absolute rubbish, I have no number to call her so how could I call and I have received no missed calls. Anyway she said they could a conference call with myself and my business partner as we could not go to Natwest. A time was made, I would have to travel 50 miles in order for us to be together to make this call.
Day 6 - Drove 50 miles and no call came, waitied for an hour and still no call.
Bottom line is if Natwest deals with us like this before we join them what on earth are tyhey going to be like if we join them.
They obviously do not need the business.
As Nat West were offering better rates, I transferred mine and my wife's ISAs to them. That was the easy bit! You try withdrawing some money - then you'll have a problem! The first time it went straight into our Barclays current account, no probs. The second time they could only transfer to a NatWest current account which we've never had (and don't want) but then said they could pay us because we had level 2 (?) service. The third time they won't even do that - I have to go to a branch. Hang on, what does the E in E-ISA stand for? Worst of all the staff are obviously untrained and out of apparent embarrassment make up a variety of answers as they go along. Usual story though, the monkeys who set the whole thing up hide behind the poor bloody infantry!
I have been a customer of Natwest for many years. Until recently I couldn't really complain about them but then again that's because I have never really needed to contact Customer Services for anything significant. I have an Advantage Gold account with them, and this month they have decided to increase the monthly fee by 16% from £12.95 to £15 whilst taking away some of their best benefits. They had Identity Theft Protection which I used some of the prevention services of regularly. They have taken that away and replaced it with 2 family day passes a year at National Trust. Great, at a time when Identity Theft is at its highest they're handing us leisure vouchers instead of trying to protect their customers. They have also taken away other insurances. I spoke to Customer Services and they said it was a "business decision". I have a First Class business degree, and last time I checked the best business decisions are customer focused. That's how you keep the money rolling in.
Seeing as this account no longer serves my needs, I will be closing it and going elsewhere. I can see other banks offer much more for the same price.
I recently got a new phone line when I had internet installed. Immediately, the phone calls started from some unknown number. They kept asking for a woman who does not and has never lived at my address. I told them this time and again and they still refused to stop calling. I asked them to update their records and still they wouldn't. The person calling would never introduce themselves, or explain why they were calling, which I find appallingly rude. I eventually looked up the phone number to find a few people had experienced similar treatment. I rang the number to find that in fact it was Natwest Home Insurance! I thought it was some kind of debt collection agency the way they were acting! I forwarded a complaint via their website telling them to sod off (mostly politely) and I recieved a letter saying they would look into my complaint. I have not had any further letters but hurrah, they have stopped calling me!
I had an Natwest Account for 6 days and closed it, the safe in a few branches I find not welcoming and look bored of there jobs.
There Parent company RBS (Royal Bank of Scotland) is 80% owned by Tax pay, but wonder how they can afford to show adverts, I am sure Tax Payers should attend CEO meetings about the bank and not MP's. Still makes you wonder how Natwest can charge customers overdrafts when they have already paid it in Tax.
There getting money from Tax payers twice over and when you pay tax on your current account it's most likely heading back into the RBS group.
A family member who is in another bank or building society took some money out of a Natwest account but did not give them the money so got worried and asked to use Natwest phones to contact there Bank or Building Society due to them being worried and Natwest Staff where leaning over and asking them to hurry up. Seems it's okay for them to put money back in next day put not happy to re-assure a member of the public and they were also rudely spoken too.
After having my life savings stolen by an ex partner I sought help to repay an overdraft he left me with. No joy, they didn't want to know. A smallish overdraft of a few hundreds ended up over £2000. All bank charges and interest. They knew I was in severe financial hardship yet not once, after visiting the bank or writing to them, was I offered advice, help with setting up a repayment plan or even a discussion.
My current bank are a breath of fresh air. Helpful and polite. Not a hint of the unpleasant, demeaning attitude I got from NatWest.
Dean Ledge Harrison found this review useful
Apalling customer service in the past 12 months - I've been abroad and tried to get cash out only for their fraud team to stop all withdrawals and make it impossible to get in touch with them. Saturday spent one hour queueing in their Leicester branch, wrote a letter of complaint and got two letters back saying 'they were looking into it' but nothing further, and that's to say nothing of their online problems. Steer clear!
Where oh where do I start? Everyday banking is fine - their online banking is fine. But try to do ANYTHING that requires help from customer services or ANYONE in a branch and guaranteed, 100% of the time, it will go tits up.
The most recent disaster was trying to set up a business account. Was told THREE different things by THREE different people in TWO different branches which meant me running around trying to find extra (and not needed) paperwork, documentation etc. and a delay of a month in even applying for the account (went and did it online in the end), but the whole process took over 3 months. Applied for my account with debit card...
Received debit card pin in post. No debit card. Rang them up and they told me I don't get a debit card with this type of bank account (a. business. bank. account.). Ridiculous - I wouldn't have opened it up if I knew I would have to go into the bank to take money out to carry out my business. I told them I had received a pin though and they insisted this must be for another, personal account. I said no, I was looking at it and it was definitely for my business account. They said no, it must be for another account. I must have lost my card or asked for a replacement. I tried my logical approach again, but no, was cut off and told the paper I was looking at, with my business NAME on it was definitely not for this account and that no card had been sent to me.
I tried again a few days later and was told, again, that no, I wouldn't be receiving a card.
A month ago, and 3 months after opening up the account, I got a business debit card and pin in the post. Tried to activate it via online banking, but it said the card was not recognised. Tried to activate it via SMS and voila - I now have a working debit card for my business banking account. Magic!
In the past:
1. Once, when I was abroad. I took some money from a cash machine and checked my online banking within the space of about 2 hours on the first day of a 3 week holiday. Natwest cancelled my card on suspected fraud. CANCELLED IT - as in made it redundant and posted me a new card - to my UK address. They also de-activated my online banking as I had logged in from a foreign IP address. I rang them up and they explained they had texted me about it, however I had not received any texts (again, they rudely told me that they had indeed texted me even although I argued that I had not received any text.) I asked them what they suggested I do to access my cash for the next three weeks and they told me I would have to borrow money from someone. Seriously.
When I got home, they had sent me the wrong card (a SOLO card!) with a pin number from a card I had about 7 years ago.
They told me they had successfully 'upgraded' my account to a Gold account, when actually, they had opened up a new account, running parallel to my current account, but at the same time did not give me any new account number, sort code or new cards (ie so I didnt know I had two accounts). Then they fined me over £100 three months later (and it took them three months to get in touch) because there had been no money in the Gold account to cover the £8 monthly account fee. (They did take off the fine and sort it out)
They lost two foreign cheques I tried to put in my account. The cheques ended up paper-clipped together and posted to an address printed on one of them - one of my mother's friends in America. With no explanation, no letter, just two cheques, made out to me, paper-clipped together.
When I first arrived in the UK they told me for a good two years or so that I could not establish credit in this country because my house had bad credit. But no one was able to explain what this meant or what I could do about it. I was young at the time and didn't know either - I did ask, repeatedly, but most of the time they just told me the computer wouldn't let them and to try back in 6 months. So I did. For two years. Until I finally found a woman who worked in the North Audley street branch (who actually had a brain and some sense of agency - most Natwest branch customer service people don't have these, especially in East London). She told me I could apply for a Gold Account (which I did, as above, but unfortunately for me I went back to my Bethnal Green branch to do it). I told her she was the first person to genuinely help me with my banking and she sympathised and told me that 'some people will do anything to get customers to leave.'
Tried to open up an internet savings account. Was told that I could only do that in a special branch a mile away and needed to bring all my ID with me. I asked the women if that was necessary since I'm a Natwest customer and she said yes, I did. Got my ID, went to the Branch and was told that there was no need to bring my passport or go to that branch in particular because I'm a Natwest customer.
I've had my Natwest credit card for years and years. I rarely use it but decided last year to apply to have the credit limit extended (beyond the £400 it is at now). Was (rudely) told by someone in a branch that I can't do that, the computer wouldn't let them and that I would need to apply for a loan. I was told by someone in another branch that I wouldn't be able to do that 'in the branch you can only take out loans in branches.' I gave up.
I could go on. And on. And on. I don't know what Natwest's criteria is for hiring it's public facing staff, but I have never had a good experience. Ever. They simply don't know enough to be able to help in any useful way. The final straw was the move of my business account and credit card to Santander, who are possibly even worse than Natwest. I'm moving banks.
I have had a business account with Natwest for over a year now. To my horror part of Natwest Direct Business has been sold to Santander including our account which if you know Santander's level of customer complaints this is my opinion was a bad move.
As a small business we expect every now and then to incur charges but the last amount applied by Natwest tipped us over the edge and i vowed if applied to move.
I have always been advised by Natwest branch advisors that any cash paid in over the counter was available immediately. It mattered not if paid in over the counter or through their internal cash machine.
One Friday at 5.15pm i deposited £250.00 into our business account. The account balance confirmed this amount was available to use. Later that evening i transferred money online to a creditor. To my disgust when i received our pre-advice charges later that month i noticed a £30.00 charge had been applied for going overdrawn that day as the money credited had not been 'credited' to our credit to the following Monday. Immediately i went in to the branch concerned complaining about the charge taking all documentation including my receipt stating the money had been deposited and shown as being available to withdraw. They photocopied the information and said they would investigate my complaint. Around a week later i got a letter from them stating they had investigated and was sorry but the charge was to remain as it had been applied in line with the accounts terms and conditions.
Disgusted i tried to telephone the person directly and was told she was on lunch and was informed i would get a return call. I took the time that evening to write to the individual. The phone call never came and i have to date not received a reply. The charge was subsequently applied to my account.
On that basis and for other issues i have experienced in the past i have decided to close our account as their slogan ‘Here to help’ no longer seems to apply.
I will complain to the Financial Ombudsmen but hold little faith in their action as i have never had any luck with them in the past; i sometimes wonder who funds them?
I applied for a new account with NatWest as I was having bad service with Barclays..... But my service with NatWest was ridiculous...... I went to one of the local branches in Tenby, they said we dont open accounts here. So I was in Milford Haven one day and went in there.... I was told to come back at 3:30 so I did... They where very punctual and helpful. They opened me an advantage gold account, with Visa Debit..cheque book.... They also said I could have a £7,000! Overdraft limit, I declined and said £250 would do. I got my card, pin and cheque book through and went to pay my mortgage with my card as I hadn't been able to set up a new Direct Debit in time..... They said my card had been declined and to contact my bank. I went to Cardigan branch my closest who said my account had been closed.... I asked why, no explination.... So i asked where my money was, he said im not sure..... I then had to go to Halifax and withdraw my savings to pay my mortgage...... Me, my partner, brother, sisters and nan have now all moved to Halifax and its going well. They offered me a sensable overdraft and never had any problems
the iphone app is great, apart from the main problem that if you want to transfer money from your ISA to a current account....you cant. you have to go to your online banking account to transfer, so if your in kinda a rush you find it a bit of a problem
I phoned Natwest to take out a mortgage with them. The deal seemed too good to be true. The mortgage set up fee was £595. They told me that once the mortgage had completed they would write to me requesting the set up fee and I could send a cheque or pay over the telephone.
2 days later I checked my bank balance and they had taken the £595 out of my account without my permission.
It took 18 phone calls to get the money refunded. Natwest told me that I agreed to have the money taken from my account (which is a lie). They soon changed their tune when I told them I had recorded the initial telephone call stating clearly they wouldn't take the money.
This company also get the surveyor to under value your property so you are not entitled to the lower re-mortgage rate. They under valued out house by £20,000 (according to an independent surveyor).
An awful, awful company that lie to get your business, BEWARE
Dean Ledge Harrison found this review useful
I am suppose to move on Saturday 30th of June, I was unable to pay the deposit for the house last Saturday 23.06.12 to be ready for this week due to the problems that Natwest had been experiencing "fair enough" so I phoned the on line banking service to be told I had to go to the nearest bank and request a bankers draft, which was an inconvenience but I did as they reassured me a bankers draft would be sufficient. I approached my bank today to be told not only that I couldn't have bankers draft as they are unsure on who's account is up to date ie showing correct funds, but I was also refused the right to withdraw above £500 of my own money!! if that wasn't bad enough, they gave me a card reading to use at home to carry out the transaction myself but upon trying a message pops up, to say service unavailable at the moment because apparently to use a card reader you have to order it on line or in branch and it takes 48 hours to register (which of course takes me to Saturday) and even then i.0t2 could take two hours, one day or even 48hours....who knows more or less. Completely unacceptable!! I am moving banks and I will be expecting to be compensated for all removal costs, loss of earnings and general inconvenience you have caused....but im sure you have a clause to get you out of that as well you greedy inconsiderate people!! you probably wont allow this to be seen by others.
Dean Ledge Harrison found this review useful
Bank's have very little to do really. Store my money being one thing and letting me access it another. RBS/Natwest seem incapable of doing that over the last week - Oh I get plenty of apologies but its pretty pointless when the money doesn't show on my account I'm owed and worse still they still manage to charge for all the other elements like interest. Terrible
Having communication problems re. switching savings accounts. Was given wrong information by call centre and told to go to branch that day. Arrived at branch and told I need to make an appointment. Complained to customer service and told I was given wrong information by call centre about the need to visit branch that day. Following week made an appointment through call centre to see branch. Arrive at branch to be told person is ill and appointment should not have been made. Ask to see manager who sorts out one switch but tells me I need to ask for the other to be done centrally. Get home and see letter says second switch can be done at branch. My two new accounts have been created and appear on my online banking with zero balances but was not sure by who and when the first transfer will be done and online transfer facility not yet giving me the option to transfer to the new accounts. Asked Call Centre for branch manager to ring me to tell me who was doing first tranfer but no response after three days. Popped into branch to leave note and bumped into manager who said it can take up to 15 days for call centre requests to be passed onto the branch but that the first transfer was "probably" being done by them but I still do not know when. Second switch does not come into effect until the end of the month so currently not an issue. Have told customer service I think their call centre/branch interfaces are not good but no reaction and I am still in the dark as to when my first switch is going to be made.
Just checking my online statements every few days to see if the transfer has been made or not. Feeling like the piggy in the middle.
I wish I had never set foot in a natwest branch!
After banking with this lot for 8 years, they suddenly decided to terminate all my accounts with no obvious reason. This was despite my statements were always paid on time in full and I always had a chunky amount in my saving account.
They not only haven't bothered to provide a reason for this absurd act, but they have also totally denied me any rights of appeal to this stupid decision!
They always talk about customer loyalty!!! what about their own organisation not betraying their customers trust!
Anyways, fortunately I already have accounts with with another bank (a respectful one!) and their service is much better. Natwest service was always crap anyway!
Dean Ledge Harrison found this review useful
I've been with NatWest for 20 years. In September, three fraud transactions hit my account; two were refunded immediately (currency), one (a takeaway delivery!) was not. Because I'd used the online retailer before, it was considered a 'retail dispute' and NatWest could only contact the retailer for information via their bank.
That's after they wrote to me to tell me that my Visa Secure password had been re-set, and the only person who could possibly have access to the information required to re-set it would be me; we suggest you carefully check your transactions madam. Three and a half months later, I discover a major flaw in Visa's systems. To re-set the password, you need four pieces of information, three of which are available on the debit card itself (so, viewable on any cloned card), the last is your date of birth, which apparently is publicly available information - I am not sure how, perhaps via council tax records. Firstly I didn't appreciate being accused of making up fraud transactions or of frankly being too stupid to know how I'm spending money, and secondly, NatWest appear to be providing customers with a debit card that's as easy as pie to hack... which is nice. Of course, they're not going to openly admit this to you. No, Visa is SECURE. Nonsense is it. All that Visa need to do is to add in a secret question or two into their password re-set system to resolve this problem.
Anyway, I must've written to this guy dealing with my case five times in four months. Despite threatening to report them to the banking ombudsan and that I'd close my account if the money wasn't refunded by a date in December (at the 3.5 month point here - please note that when they did write to me, I was told it would take up to six weeks), I had NOTHING back from him and no credit.
Finally, at the beginning of January, I filled in an online complaint form detailing my displeasure at their customer service and complete lack of keeping me up to date and not responding to my letters. I received a refund to my account a day later. On the complaint, I asked to be compensated. I've spent approx 10 hours writing to this guy. Anyway, no compensation.
The latest letter tells me that my enquiry has been submitted to the retailer's bank in line with membership of Visa International. So - hang on - they've actually only JUST submitted the enquiry, after four months?
Enough is enough. The final step in this saga will be to write back to the Senior Bank Officer (not the same guy) stating my dissatisfaction, and I will copy the banking ombudsman on the entire correspondent chain too. I've already started looking into other banking providers.
Now, this may seem like extreme action for a relatively small amount (£69.00) - but consider this: 1) I've been a customer for 20 years; 2) I got lucky - someone else is going to be very unlucky with a 'retailer dispute' that could cost them to lose thousands from their account until NatWest can be bothered to actually do something about it (any website you have EVER used would be a 'retailer dispute', and I assume that also applies to any shop you've ever physically visited too). Imagine waiting six weeks, or four months as I have, to have a substantial amount of money put back in your account? And finally, all of their online blurb states that fraud transactions will be refunded immediately. Well, hey, this IS fraud, it's just that NatWest choose to name this a different type of fraud and therefore don't apply the same terms to it - in complete contradiction to their customer charter.
The cost of fraud is factored into our bank charges, loan rates, mortgage rates, etc etc. So, you do pay in advance for a service which is meant to give you your money back immediately in fraud cases.
Unacceptable NatWest. I'm going to go somewhere with better, ethical customer service, and hopefully who also provide more secure debit cards than Visa with its easily hackable level of security.
Dean Ledge Harrison found this review useful
I've banked with NatWest since I was 14 and i've always found their service to be great. Only once or twice have I had a poor experience, but which company doesn't? Their student account is top class compared to what other banks have to offer and from what i've looked at their Graduate account is too. I used to hold my ISA savings with them but sadly they don't offer competitive saving rates so I moved to another provider. Otherwise a top service from what I think is one of the high streets best banks.
How can a bank provide such an non-functional service and continue to survive?!
I have had several encounters with them recently, the first two resulted in me closing my account and the most recent just made me laugh. The first time was them charging me fees on several occasions but never going overdrawn and taking ages for them to accept the mistake and refund me. The second time was blocking my card and online account due to a technical issue with the way the system that attempts to detect fraud. When closing my account as a result of these problems I was told that you cannot close an account on weekends due their system not working on weekends.
More recently after closing my account I thought I would use them to change back some foreign cash (as they had quite a good rate). I spoke over the phone to them (which was a mission getting through to them) and confirmed that I could do this yesterday (Sat) and what the rate was. On arrival at the bank I queued for 15minutes only to be told their system doesnt allow foreign currency transactions on weekends.
They seriously need to sort themselves out. The grass is definitely greener if you change bank. Very happy with Co-operative at the moment.
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