“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.”
“The app is like breaking into a bank and when you get there nothing is there, cannot even open a statement. They had put my last lot of online purchases as groceries, which rang alarm bells. Then I went onto the chat and was answered by a robot!
NOW I AM CUTTING UP MY M&S CARD, I HAVE USED THIS CARD FOR YEARS BUT NEVER AGAIN! If I cannot use the app when I used to be an IT Manager, what HOPE is there for others.”
“I called M&S loans this week to get a balance. In order to access my account I was asked for my account number, which I didnt have to hand, but the individual on the phone who answered was obviously not in the mood to be helpful that day. She proceeded to tell me to go into my banking app and to find it. I couldn't. So I asked if there was a better way and she then proceeded to ask me some DPA questions. These were as follows - my full name, age at next birthday, full address and postcode, Bank account number, sort code, DD amount, Mums maiden name, bank name, ACCOUNT PASSWORD etc etc. At which point, after giving all these details, I refused to give anymore details as In my opinion that amount of questions to gain an account is BEYOND reasonable. Then I got hung up on so I called back. Again I was asked around 5 DPA questions, which I passed and was told I would get a call back with the information I requested, I was told it would take a few hours. THIS WAS 2 DAYS AGO. Please get your act together Marks and Spencer because if you continue to offer this level of service your business will fail. Im still waiting for a call back with the information I need.”
“Have nothing to do with M&S Bank!!
I have had a credit card with this bank for many years, but when I really need it, they are not there for me. I have fraud of more than £5000 on my card.
Here are my specific complaints:
1) They did not stop two significant and large fraud claims, nor did they contact me about them;
2) They have no obvious way to report fraud: there is no dedicated or publicised fraud reporting line - nor is any number given on the back of my credit card;
3) The chatbot was useless - of course...
4) They have no 24 hour fraud reporting service - only standard office hours;
5) Fraud and refund teams work separately, meaning that having stopped the card, you then have to call a separate number.
6) The retailer (where this fraud was committed) determined that the transaction was fraudulent before handing over any goods and reported this to M&S Bank, yet the bank did nothing to stop the transaction.
7) I have been given 4 numbers I've needed to call to deal with fraud on my account: A) on the back of my credit card (not 24-hours), B) one which FINALLY came through on a text, then C) given to me by the guy who answered the call from the text, and from that, another number given to me by someone who answered the call from C). I have been holding for more than 15 minutes.
They still refer to the Covid Pandemic as being the reason for not having a 24 hour phoneline - I no longer believe that this is acceptable as a reason.”
“The mobile banking app is extremely limited. I am trying to request a pin reminder and have been conversing with the help assistant - give me strength! Very frustrating!”
“Only just got credit card the app is no good at all a complete waste of time ! Just went to long in again blank screen no wonder they are loosing customers with this app should of read the reviews first !”
“I agree with many other reviews. I have been trying for 3 days to sign in with biometrics. Click on the button to sign in, it goes grey.......then wait until you give up and find something better to do with your time!”
“Tried for years to set up simply paying elderly mothers m&s monthly bills online, finally managed to set it out after sending several letters, using online chat, ringing several times. Now it won’t work again as the app uses 3D secure processing and won’t let me pay the monthly credit card bill for her with her debit card.”
“Very poor app. Unable to access my account on line. Now to add insult to injury I have received an email advising my credit card payment has not been made , well it won’t have been it isn’t due until the 23/2 today is 12/2 . So insulted as I make my payments in FULL each month and on time. Guess it’s time to say Goodbye. Unable to contact them to discuss.”
“What a useless banking app. Initially I had a hard time getting it onto my phone, but finally succeeded. I want to look up my bills on my pc, so I try to log in but then I need a pin. So I dig out my mobile and request a pine. The M&S banking app is so pathetic that it takes at least 15 minutes to get a pin. A customer service rep told me weeks ago that I could have a device for my home so that I would not have to use my mobile. Needless to say nothing has come for me so I can bypass the pin. Today I have been sitting here for almost 20 minutes waiting. Sad.”
“I am so pleased that I read there reviews, I was thinking I must be doing something wrong.Got my card 6 weeks ago, and have been trying since then to view my statement. I cannot adequately find the words to describe how truly awful this site is, totally over the top levels of security, when you have finally successfully got through all the layers, you then find you need a pass to do anything. Tried to obtain a pass, all I get is "you need to download the app", which I have already done on my laptop and phone, now spent an hour going round in circles. The final frustration is that in the end I applied for a physical pass, which could take up to 7 days, really, in 2022! Is there any one at M&S who reads these dreadful reviews, or more importantly if they do, do they give a damn”
“Totally impossible app to use. I have spent hours and hour trying to sort this. Keep generating a code but cannot get into my bank because there is nowhere to pit the code in. There is no information to tell you what to do. When I finally get through to a call centr in India I get a very rude bad tempered man who tells be it is my stupidity that I cannot use the App. I have used Internet banking for years. Never had this problem. I am going to cancel my contract as this is NOT INTERNET banking. My advice. Don't use M&S banking if you want a life.”
“I can't get into my account even though I've asked for a biometric set up. When it asks me to generate a new code there is nowhere to enter the new number and the old code stops working. The only way I can get it work is to delete the app and reinstall it -then it works once and then starts with all the problems again. Very frustrating.”
“Tried to get my account reset after being locked out. Gave all my correct security answers but was told I had failed the security test. The call was terminated by the customer service. I still cannot get access to my account zI have therefore ceased using the credit card and now changed banks.”
“Have tried and failed several times to download the banking app. I now don't seem to be able to shop online as I am being told to log onto my banking app for security before payment will go through. Plenty other credit cards around. I'll be getting a different one.”
“Credit card cloned six weeks ago. New card received told I could use same pin, no I couldn’t. Call yesterday card been hacked again. Why oh why do they use Indian call centres when you can’t understand a word that is being said.
Tried to pay off balance online , not possible.
They can ring me if they want their cash.
Refused their new credit card. Rotten service,”
