“We tried click & collect 500 euro but were unsuccessful. It kept saying the nearest store is in Charlton whilst we were actually in Bromley store. Pathetic app.
Eventually we got the euros but got the rate of 1.13 to a £. Online app rate was £1.15. So lost out a bit. It’s really appalling M&S app.”
“Marks & Spencer Banknis the worst ever and their card service is even worst Inhave had a problem for nearly a year &!their service I The Philippinesis terrible . Tge staff their talk down to you as if your are the one not speaking English. Terrible terrible terrible”
“I cannot verify a payment for an online purchase using the banking app - the app churns on and on and eventually I’m timed out. I spent nearly an hour trying to resolve it this evening. I told one advisor that I just wanted to revert to the system whereby I was sent a verification code by text. She suggested that I delete the app and they would then revert to the messaging system. I deleted the app but on trying to complete a purchase, I was again told to verify it via the (now nonexistent) app. Hopeless system. This isn’t the first time I’ve had problems with it. I’m not sure what point there is to having a credit card that I cannot use online.”
“In April I accidentally withdrew money from my Nationwide account with my M&S credit card instead of my debit card immediately incurring a charge. My monthly direct debit had only left my Nationwide account that day so I decided to pay off the balance on my M&S credit card account, that day, to avoid further interest charges.
I accessed the M&S bank online possibly through the app, otherwise via Google and found a sort code and account number for my credit card account. I did a bank transfer for a substantial sum and the Nationwide security check confirmed that I was transferring the money to the M&S bank. The money did not show on my credit card account that day but the monthly direct debit takes a day to show. As it did not show the following day I contacted M&S and a helpful lady said she would look into it and in the meantime gave me a temporary credit for the amount transferred. When I checked to see if the transfer had been found I was told that it had gone to an HSBC account but HSBC would not investigate it as the transfer was not from M&S Bank. I was given, in error, another temporary credit which was later removed and I was also given two compensation credits as the person who had handled my first enquiry had not followed the proper procedure. I contacted Nationwide and asked for a trace to be put on the payment. I heard nothing so I contacted them again and was told a trace had been put on the payment and I would be notified when it was answered. I next heard from M&S bank that the transfer had not been traced and the temporary credit would be removed. Then they told me, sorry it had already been removed (it hadn’t) then they told me they had removed it.
They changed the dates on the account for the temporary credits to the day of the original transfer, I do not know why.
I contacted Nationwide who told me they had received an email from M&S bank a month earlier stating that the money had been received and credited to my account giving my name with first and surnames reversed. (The bank transfer had had as a reference my M&S credit card number)
I have given M&S all these details but they seem to have closed their enquiry.
No third party was involved so this is not an ordinary scam. Is it just total incompetence or is an insider at work intercepting bank transfers?
Has anyone else had similar problems?
As far as Nationwide is concerned they have been told by M&S bank the payment went through and had already been credited to my account which is why they did not notify me of the result of the trace.
As far as M&S bank are concerned they have not received it so I must pay again.
I have been amazed at the dilatory response to a probable internal scam. I am taking this matter to the Financial Ombudsman. At age 89, with impaired hearing , this has caused me considerable hassle and stress. I wish that I had consulted this website before taking out the M&S credit card.”
“In April I accidentally withdrew money from my Nationwide account with my M&S credit card instead of my debit card immediately incurring a charge. My monthly direct debit had only left my Nationwide account that day so I decided to pay off the balance on my M&S credit card account, that day, to avoid further interest charges.
I accessed the M&S bank online possibly through the app, otherwise via Google and found a sort code and account number for my credit card account. I did a bank transfer for a substantial sum and the Nationwide security check confirmed that I was transferring the money to the M&S bank. The money did not show on my credit card account that day but the monthly direct debit takes a day to show. As it did not show the following day I contacted M&S and a helpful lady said she would look into it and in the meantime gave me a temporary credit for the amount transferred. When I checked to see if the transfer had been found I was told that it had gone to an HSBC account but HSBC would not investigate it as the transfer was not from M&S Bank. I was given, in error, another temporary credit which was later removed and I was also given two compensation credits as the person who had handled my first enquiry had not followed the proper procedure. I contacted Nationwide and asked for a trace to be put on the payment. I heard nothing so I contacted them again and was told a trace had been put on the payment and I would be notified when it was answered. I next heard from M&S bank that the transfer had not been traced and the temporary credit would be removed. Then they told me, sorry it had already been removed (it hadn’t) then they told me they had removed it.
They changed the dates on the account for the temporary credits to the day of the original transfer, I do not know why.
I contacted Nationwide who told me they had received an email from M&S bank a month earlier stating that the money had been received and credited to my account giving my name with first and surnames reversed. (The bank transfer had had as a reference my M&S credit card number)
I have given M&S all these details but they seem to have closed their enquiry.
No third party was involved so this is not an ordinary scam. Is it just total incompetence or is an insider at work intercepting bank transfers?
Has anyone else had similar problems?
As far as Nationwide is concerned they have been told by M&S bank the payment went through and had already been credited to my account which is why they did not notify me of the result of the trace.
As far as M&S bank are concerned they have not received it so I must pay again.
I have been amazed at the dilatory response to a probable internal scam. I am taking this matter to the Financial Ombudsman. At age 89, with impaired hearing , this has caused me considerable hassle and stress. I wish that I had consulted this website before taking out the M&S credit card.”
“the first and last experience because they give you an APR before the application and when they approve your loan, they also change your APR (eg from 5.8% as they gave me to 11% after accepting). in more details about the APR It also shows you how much you have for each individual loan (5.8% for 7500-15000 or 5.9% for 15001-20000 or 25000 if, I'm not wrong)”
“Utterly useless. In reality they are HSBC, one of the most corrupt banks in the world.
Avoid using them. We had held credit cards with M&S for many years without a problem. They mislaid one of our payments and started threatening us via telephone, text and email.
Eventually they agreed it was their fault
Now they are threatening us again for 76p interest on the payment they lost!
And M&S proper are not interested in helping. They just say they sold out to HSBC, even though the banks bears their and they receive a huge annual fee from HSBC. Pathetic.”
“Could not make out what girl was saying when I phoned. I think the older generation is being ignored as things being made very difficult for us. M&S should remember it’s the older generation that had kept them in business the last 50 years or so. Disappointed customer .”
“I really don’t care whether the call centre is based on Tyneside or in Timbuktoo but the staff are difficult to hear and understand and the lines are appalling - a lot of interference and echo which makes for a frustrating and time-consuming experience.”
“I don't consider myself to be racist in any but am sick of the fact their customer service people can barely speak English. It always feels like they are reading a script yet if you ask a question they just repeat the script. I have no problem with out sourcing but I think they need to keep this service in the UK. Partly because of data protection laws in this country and partly because it doesn't matter what race someone is but they do need to actually be able to speak English if they are doing a telephone job. Fed up with this service plus the automated service that sends you to the wrong place.”
“I needed to speak to a human. They couldn’t confirm who I was despite asking me about 20 questions on the phone. They then said I was locked out and someone would have to ring me up. Fair enough - I asked when and they said within 5 days!! If someone is locked out, it’s stressful and you wouldn’t have rung in the first place unless you needed help. To have to wait 5 days is appalling. I’m applying for a different card.”
“terrible banking app. Tried to log onto website and told to go to phone app to generate a security code. So go to app and can't log in because I am 'locked out' despite not using the app. So it's a ridiculous Catch 22 situation. What are they thinking? Make it so secure that customers can't access it? Ridiculous”
“Your customer service for the credit card is absolutely appalling; not only did I not understand the young lady I was speaking to, she didn't understand me and nor was she able to help me. When M&S are supposed to have such a quality reputation, this 'phone line is a disgrace.”
“Unless you have only one thing to do in a day, which is to use internet banking then M and S bank is perfect for you. Anyone else who wants a speedy efficient service then stay away from M and S banking. You would think you were trying to access the Pentagon its ridiculous. I am closing my account today!”
