“I just want to make a payment on my credit card and it has become ridiculous wanting all sorts of of stuff ie generating codes I just want to make a simple payment as I have done in the past . as soon as I can (if ever !} make a payment I will close the account”
“Just cancelled my new credit card. Tried to do a balance transfer and it closes down before you can put the information in. Then it locks you out when signing in with the correct info and you have to ring in. Tried again and again, locked out. Had enough Cancelled card. Did my bank transfer with a new bank, no problem. Very disappointed I thought M&S would be upto date with technology.”
“I've been a credit card customer for about 2 years but am probably going to cancel. M&S Bank tries to be modern but is exceptionally old-fashioned, with creaking systems that seem to constantly be failing.
Couldn't pay my balance online for months and months, had to do it over the phone. They still have my address wrong because 'the system can't handle my flat number'.
They have a useless 'AI' chat bot called MOBI which never gives you useful information. If you phone up, they will try to push you to use MOBI first. MOBI usually ends up putting you through to a human, who then tells you to phone the number you phoned originally.
Today I had to spend 30 mins on the phone to try to get Google Pay set up, only to be told 'wait 48 hours and try again and it might work', which is the last straw.
Their customer service is good, but I'd rather not have to deal with customer service in the first place. Unfortunately the systems behind this bank are a disaster and desperately need to be brought into the 20th century (let alone the 21st) as it's not fit for purpose in the modern banking world.”
“I spoke to Mark today(and another customer adviser whose name I don't remember) to query a missing credit card statement and the Interest applied, on behalf of my elderly Mum. Mark listened to the back story & was very helpful and professional. He called my Mum back and was able to reassure her, and to correct the problem. I mostly dislike the move away from face to face service, but once I made contact, this was excellent customer service.”
“I have taken a loan from them and when I wanted to make overpayment they told me I still need to pay interest for the time I have reduced my term. So my term is 4 years and if I want to make one off payment (half of the amount I own them ) the term will be reduced in half to 2 years but I will still have to pay interest for 4 years .
I have taken other loans in the past and every time I was making overpayments I was getting interest rebate. I was tricked by the low fixed interest rate of M&S but now I will end up paying more. In future I will stick with Admiral or Tesco bank !”
“One of the worst mobile apps and online banking.
I reset my password after being told it was incorrect even though I am 100% sure it is the correct password. But still can't log in after 3 resets and keep being told the password is not correct.
I called customer service and they offered me a reset from computer, I reset from my laptop again and it showed a successful reset my password, YET, I still can't log in. Although I reset it 4 times in total.....the message still says: The information you entered does not match our records. What an useless App and rubbish online banking???”
“Terrible customer service - computer says no mentality where the right hand doesn't seem to know what the left is doing.
Never actually completed the application because the communication from them was so rubbish - they asked me for information, I responded, didn't hear back and chased. In the meantime they were sending standard letters asking me to respond. Eventually I called them and was told they'd closed the application because I hadn't sent them some information they'd never actually asked me for.
Person I spoke to was intent on blaming me as the customer but eventually apologised when it became clear she didn't have a leg to stand on.
Awful customer experience. AVOID”
“Worst ever log in. Asks questions and says answers aren't long enough. Also forces you to use password you won't be able to remember with silly rules. Really disappointing as have had to write the password down which is not great”
“very difficult bank to communicate with due to overseas customer service with representatives who have accents and find it difficult to understand , making payments to your cards and accounts are hard , auto payment system is very intermittent. frustrating and long winded payment procedure ,”
“Having filled in the details on the app to make payment on my creditcard, it continually freezes on the final page, leaving you with no idea if the payment has been made. I have uninstalled and re-installed the app many times and it still freezes. I then tried to log on via my laptop and had the most convuluted process with additional codes needed to log on, which were needed from the app homescreen (aside from the original security questions and passwords).
I finally log on and make payment and then needed another code to log back in, as once payment is made you are taken away from homescreen. I still have no idea if the payment has been successful! A complete waste of time and inefficient process. The app is often down too and means i cannot make credit card payments in a timely manner.”
“Useless- trying to pay credit card bill and this is be most difficult process I’ve come across. Once you obtain security code no easily accessible place to input information as timed out. Once all details are entered it just spins and doesn’t proceed with payment, so unsure if have to resubmit all information which is a concern.”
“I started use this bank account to activate a credit card.
Firstly after you register you try to log on on a mobile website... showing you your login with ***
Under ask you about security code from M&S app, a lot of hassle with that, like in none other bank what I ever use.
You have to be careful when you log in with a security cod because, when you click to type code, Google show you straight away your password to accept. One you click it you are blocked and you have to ring them.
Even if I order credit card to make a transfer I can't make any transfer to another account and credit card, there is no opinion.
I tried to transfer balance from M&S card in another bank credit card options, but M&S not allowed to do it.
Be careful with balance transfer because it is just to transfer TO your M&S credit card, and no other options to reverse.
Credit card suppose for transfer and purchases you can use just for purchases.”
“The absolute WORST EXPERIENCE!!
Took at least 30 attempts to set up security on the website. The app was just as painful. Will be limiting my use of both.”
“I received a new marks and Spencer’s credit card and have activated it, every time I have tried to use it it does not work . Will have to get a new one with a different company . Absolute waste of my time”
“Just received a balance transfer letter in the post today. Tried arranging this online as advised. The online banking tells me a balance transfer is not available on my account. So I ring them, 20 mins waiting. Get told they'll send me a direct link to the balance transfer page by email. That was an absolute lie, still no email hours later. I then contact them through the app chat, they ignore what I've told them has happened and send me a generic text to apply on my online banking and if I have problems, to ring them. Like wtaf are these pple getting paid to do?
So I try again on the chat, no one available unsurprisingly. So yet again, I'm on the phone waiting knowing full well that 30 mins before they close, no one will be answering. This is an absolute joke.”
“Useless m and s banking App. Complete waste of time; doesn't even allow balance transfers onto your card. You have to go through a long winded system and practically have 2 devices to be able to use a generated code to log onto the Online banking, a separate website.
If you waste too much time doing this you get locked out. To unlock your details you have to ring their number, which is permanently engaged or they have a closed for the day voicemail message !! I've lost weeks of not being able to use my card. I don't know why the website was set up like this in recent times. Useless. Not happy with how it is currently.”
