“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!”
“Avoid at all costs! Their customer service is beyond terrible, in 15 years of having credit accounts I've never had an issue and in 8 months with M and S bank I've had 3 major issues. They are also incredibly cryptic with their payment dates to trick you into getting missed payment charges - my statement was dated January 27th and said my next due date was Feb 19th. I paid on Jan 27th, the second I read the statement. To my surprise I have a missed payment charge, customer service say "oh the statement is issued on the 27th so you have to pay on the 28th onwards for the next statement". I've never know a bank issue statements that request money on a date that falls within the previous month's payment window. They also didn't refund me fully when one order arrived with items missing, so they essentially stole money from me too.”
“Avoid this bank with any costs ! Its been almost all month after applying for credit card, after numerous calls, providing all documents , they can be bother to get back to you even if they say my application will be reviewed in 48 hours time and still after one week ,no answer , proper time waisters, unprofessional work ethics. Do yourself a favour and find different bank!”
“Fraud ! They allowed someone to change address, telephone no and email address. When I noticed and asked them (someone abroad) to stop the card there is no urgency and someone would get back to me within 5 working days. Want to go to a store to do in person as being asked personal details etc and passwords etc - who is the person I am speaking to ? Apparently no banks in stores any more. Really dangerous - be very careful !! Not surprised all the reviews are 1 star”
“Spent nearly an hour today trying to activate my M&S credit card and failed, even with 'help'. Registration page may not work on Apple tablets (!) it was suggested by disinterested 'customer service operator' after I'd wasted 20 mins trying. Try another device. Said clearly at start of long call on a crackly line with Philippine call centre I didn't want an M&S app but it turned out at right at the end, 40 mins later that you can't have M&S internet banking without one. A fact that two staff members failed to mention. I'd read 'what you need to register'. I had all the info but no warning about screens & screens, some wrongly labelled, asking me set endless security questions before rejecting the accurate answers because they didn't fit M&S template. On the final page, trying to find out from the Philipppines what a 'M&S pass' is (no explanation on the page itself), the website declared an 'error had occurred' and threw me out. 50 minutes wasted. Going to cancel the card. Nil points for website design, capability and 'customer service'”
“I have taken out a credit card. I arranged for a direct debit to go out on the first of the month. My attempts at registrating my account has been terrible. It responds by saying my E mail address is wrong. I need to speak to someone but there seems to be no way of speaking to a human. I spoke to someone when I first applied but the CustomerService is off shore and the guy I spoke to couldn’t understand me and I couldn’t understand him.”
“App is hopeless. Its confusing, badly designed, doesn't work. Have paid my M&S CC over 24 hours ago from my NW account and it has still not been acknowledged. What is going on M&S? Get a grip or I for one will be leaving you.”
“Absolutely appalling customer service. Long wait time on the telephone. The agents appear to be uninterested in concerns raised and just trot back learned standardised phrases. No email address provided to raise a complaint. You have to telephone and it feels like the complaint is kicked into the long grass. I would avoid.”
“I cannot access my on line banking account as it keeps telling me I have entered an incorrect password then it asks me to enter my dob but the calendar does not work. I rang the helpline and was told i need to generate a security code and was sent an email. I have followed the email but the wording does not come up on my screen and I can see no way of generating a code. I have been going around in circles for the last 2 weeks and I have reached the end of my.patience limit. I am 76 years old and am completely happy with tech but this app is the pits”
“I was advised this evening there was a transaction pending and if I didn’t ask for this then to contact you. I was then subsequently told you could not stop the transaction and I had to contact the retailer and then claim the amount back from you.
This is a complete disgrace. The only saving grace is it was a small amount but it could have been a lot worse and I am the one who is out of pocket, Your fraud department is seriously lacking as any other bank would have resolved this over the phone.”
