“The number of hoops one has to jump through to validate an M&S pass is grotesque. And in my case they didn't even work. I cannot see the state of my credit card account online. A robot will give the total if I telephone, but for the details I have to wait for the paper statement. As for speaking to an actual human being, telephoning has been outsourced to heaven knows where, and one struggles to understand incomprehensible accents.”
“Can’t set up a ddm as the system says not available and no one can help just keep getting sent the same instructions which don’t work. Go around in circles with the app and internet banking it’s ridiculous. I’ve had my card 2 weeks after waiting 2 months for it. I’m going to pay it off and cancel it I’m so fed up”
“M and S credit card is so difficult to pay its not like any others. Why make it so hard for customers. I would imagine its impossible for most elderly.”
“Really dire, automated system useless - was responding to a letter asking me to contact them re setting up a repayment plan (not in arrears). Eventually got through to 1st Agent and explained who could not help who transferred me to 2nd Agent who I couldn't understand who then tried to pass me through to Financial Services without success, came back on line and then said would I like to apply for a loan to which I said no - I wish to set up a plan according to the letter I had received stating this could be done over either 3 or 4 years. She did not accept this and was still trying for loan option so I terminated the call. Then tried chat option which was even worse. The internet banking is complex and difficult; the app no better. When the letter suggests you call a number for help - that is what you expect. Now have to go through this whole rigmarole again and am totally stressed out just trying to do the right thing.”
“Called customer service to sort our a credit card issue. They ended the call as said they couldn't hear me, I called again 4 more time using both my phone and my husbands, each time navigating the menu options only to be disappointed over and over again as operator said they couldn't hear me, so terminated the call. Finally went online chat only to be told to telephone you.....absolute nonsense and totally frustrating. I feel like cutting up my card.”
“M&S bank security is a nightmare, even the call centre don’t understand how it works. They send you round and round, telling you to write down passwords and, security numbers, defeating the whole object.”
“All I want is to see my latest statement, since they no longer send a hard copy in the post. I have tried five times in the past 24 hours, and I keep getting logged out of my account - that is if I got in in the first place!
It's a total joke and about time you listened to your clients. My parents complained about your on-line access four years ago, and yet nothing seems to have been done to correct the very poor experience we customers get.”
“Unable to register. I want to manage my balance and pay off card more quickly but can’t access internet banking to register. Won’t allow any formula of password either complex or simple.”
“M&S bank is so difficult use on line and in my phone. I have a 10k + credit limit and want to pay more than the minimum monthly payments but cannot get onto the app.
It is so frustrating.
I am considering making a balance transfer. Perhaps that’s why they make it so complex.
I have 5+ credit cards that I use for different purposes. M&S are by far the most difficult to use. Not happy.”
“I have just joined M&S Bank and have already found the customer service dreadful. Wrong details on my card and still not sorted after 3 weeks. Beginning to think I have made the wrong decision to join M&S Bank.”
“I see from other reviews I’m not alone in finding the M&S banking app difficult to use. I only want to check my balance and available to spend so that I don’t exceed my credit limit which is set up to pay in full anyway, and I’ve never exceeded it, yet M&S refuse to increase my credit limit. The app seems to have been changed again today and I’ve just given up trying to find what I wanted.”
