“Took a payment from my CC that was never authorised, it's then a nightmare to actually speak to someone in the customer service team.
Had an M&S CC for a number of years now, the service has been getting worse over this time.”
“Appalling user experience. Applied online for a M&S loan and was approved. Told on the final screen I could accept and sign documents now or take up to 30 days to review and sign, so I closed the browser tab, and now, no way to retrieve the application to sign the documents! As it’s digital banking, I assumed I’d receive an email confirming my approval and containing documents to review. Nope! I didn’t receive anything. And with no customer service contact email address or live agent to speak to on chat, I had no choice but to ring (from abroad!) and wait for a customer rep to tell me I just had to continue to wait up to a week and that there was nothing she could do. Going on day 3 now and still no email… For anyone needing a loan (especially one in a hurry), a word of caution: don’t close the browser tab, for the love of God! Better yet, don’t use M&S!”
“Trying to set up internet banking is a nightmare
3 times I’ve called to set up a telephone security number to be told I need to ring back yet again another day because they can’t teenager me and don’t know why - absolutely awful service and system”
“I had an M&S credit card with £2,000 limit. Consistently paid on time until lately, when I made 2 payments a few days late due to a family bereavement. Their response? They halved my credit to £1000! I closed my account & found a more understanding card! What an appalling card provider! No customer care whatsoever!”
“Called with a sole change of address, the agent didn't seem to know what to do but after 10 mins of back and forth I decided to hang up pay the card off and stop using this card. I've never experienced banking service quite as poor as this.”
“Absolute dreadful customer service. Rang regarding query on my credit card. I could not understand the agent at the other end of the phone who was most rude. Decided not going to use card in the future. M&S if you want to keep your banking customers can I suggest you sort out your customer service asap”
“I don't like the new internet banking layout at all ..... previously it was so much more simple. So frustrating. Constant 'bad request' when trying to make a payment. Only way to make a payment is direct through my bank.
When my balance is paid off will get a new credit card account to replace M & S credit card”
“put a deposit on a holiday and used my credit card as had been told it was safer to use a credit card, not with M&S it isn’t! paid £960 deposit then noticed they had booked wrong flights, phoned m&s the very next day took forever to get through explaining the situation and asked them to NOT pay the remaining balance if the company who now had my card details came back for more as i was in dispute with them a day later the paid this company a further £3,600! after the girl on the phone said ‘ not to worry ‘ i’m now in debt for a holiday i never had and m&s have never contacted me once! oh and i asked for a copy of the conversations i had with them and have never received these either as the girl specifically told me the balance would not be paid to this scam of a company i bought flights from”
“Apparently M and S bank will not allow you to stop a pending fraudulent transaction on their Credit Card despite it being the law that they can’t refuse to. Grown up proper banks will. Didn’t realise there were so many other problems with this toy town bank as presented here. Just off to find the scissors to literally cut my ties with this sham bank.”
“Tried to set up internet banking just to check on my credit card balance. What a rigmarole. Thought I'd done it and then had to use a pass to complete login. I have a physical pass which I have never used but there was no option to use this or set it up. I therefore rang and like other reviewers I could not understand a lot of what the foreign lady said to me and asked her to repeat much of it. I think she told me I could order a new pass but I told her there was no option to do so so she said she would order one. I am not holding my breath! A compete joke.”
“The worst experience of my life contacting M&S Bank 1hr and 20 mins later. they do not have clue how to deal with customers. If I could give them zero stars I would!”
“So glad it's not just me. It would be easier to get a day pass to Buckingham Palace. Archaic system that needs a few pounds in order to upgrade. No clue about user name...never registered before and it is not permissable to register a new one (as with every other company) Dire...needs addressing...now.”
“The online payment service has to be the worst I have ever experienced going back and forth for security codes only to keep getting bad request everytime you submit a payment the time I have wasted trying to psy a bit extra off my card 🙃”
“I wish I had read these reviews before I opted to take out a M&S 0% balance transfer credit card. The customer service is an absolute joke, they don't understand any simple request you are asking. 4 weeks later I am still waiting for my balance to be transferred to the M&S card. I am cancelling this card. I would rather pay interest than deal with this company, and their customer service. I have had a number of scam texts and phone calls since dealing with M&S Bank, which I have never experienced before.
M&S Stick to selling cloths and food, you do a better job.
My query has still not been resolved, I would give no stars if it where possible.”
“I should have looked at reviews of M&C Bank before I decided to apply for a credit card. M&S is a reputable corporation I would say has been in my eyes before, however the idea of locating customer service in the Philippines was the worst. From my own sad experience, I can tell you with confidence that this Bank is a scam, a potential scam. When I applied for the credit card online they added a club rewards option to it and immediately charged me £10 for the club membership. I spent this whole weekend talking to the Filipinos to sort out the issue of canceling this membership and finally when they finally sent me an email confirming the cancellation of my membership and credited £10, on Sunday morning I found you, that they issued me a debit adjustment of £10 as they called it, which puts my account back into arrears.
I have never been in such disastrous times, you won't be talking to professional bank employees if you think you will, you will be dealing with third rate shoddy retailers who will agree with everything you said and by the end of the conversation you will realize, that you just wasted your time and left with a handful of empty promises and the same problems.
I never thought M&S would provide such bad service to people.
Cancellation is very difficult, you will never cancel your cards or the membership associated with that card. They advise you to fill out online cancellation forms that are not linked to your account. After submitting them you will never receive confirmation of your request and they will tell you that they don't see that you submitted the form. Even if you tell them that you want to cancel your membership or card, the very next day you will find that no changes have occurred and the next person you talk to will tell you that they are not aware of your request. This such professional passive-aggressive behavior left bad taste in my mouth for a long time.”
“For a start it would benefit customers ( me in this instance ) if staff in your so called help centre could speak English or at least speak clearly enough so that English people could understand them.
Both my wife and I couldn’t make out what the operative was saying.
However what we did realise is that the operative wasn’t listening to our query and seemingly wasn’t interested. Your system is the worst I’ve come across. We terminated the call.”
