Absolutely disgusted Absolutely disgusted. No thoughts for pensioners and older people. Saying they have to make payments via direct debit or any way digitally. Many people don’t trust telephone banking and direct debits, including myself. My mother tried direct debit before and was charged extra on her gas bill. Could not get the he money back and was put into credit after a long drawn out process. Will be looking to change banks. As for the advert on tv saying they help people with this Covid crisis. Complete and Utter rubbish, false advertising. The staff there had no compassion for my mother being an 87 year old pensioner. Not a care in the world about my mothers stress levels already. Will have to take her into the bank if this issue is not resolved. To move to the co op if NatWest don’t change there policy. At the moment I really feel sorry for people banking with the Cwmbran branch in Wales. Don’t know if the attitude is the same in other branches in U.K.