“I have been trying to gain access to Marks & Spencer on line banking. I only want to check the balance on my credit card. I have had to wait for M&S pass, I still not able to access the online account. Frustration is a polite word, angry is another. I use other on line banking services and it has multiple checks but its nothing like what I have had to try and do to even register.”
“I have literally got my card today and what a nightmare cannot create an account and the App is the worst i have EVER ENCOUNTERED if only it was as good as the food hall”
“Paying my credit card online is a nightmare. When I attempt to log in, I am constantly told that I have signed out and I need to log in again. WHICH IS WHAT I AM TRYING TO DO!!! I need to set aside a full morning or afternoon in order to perform what should be a straightforward task. Frequently I shut down my computer in despair and try again the next day. I notice that from time to time you change the layout of your site, which I assume is to simplify and clarify transactions for you customers. ITS NOT WORKING!”
“My wife made an application, to clear another car loan with a lower interest rate and thereby paying the same monthly amount over a shorter period.
It was declined. The first time ever for my 63yr old home owning wife.
Now her credit score has dropped 22pts.
Be careful, choose wisely.”
“The app and online experience is absolutely useless. I came to M&S after my 0% Purchases ending on another card and I’m already considering opening another card elsewhere to avoid the app. Does not show you pending transactions, payments into the account takes days to show, to make a payment into the card you need to have your debit card on-hand, the whole app is just a terrible user experience. They could learn a thing or two from Nationwide/Amex about how to build a functional app!! They posted me a statement this month with a cheque on the bottom to send back for payment… archaic!!”
“My wife applied for a loan, to buy out car from existing finance deal, which actually meant a shorter loan period for same monthly payment and was rejected on affordability, which is a joke.
No recourse, no real explanation and now my wife's credit rating has gone down by 22pts. Awful service, do not use!”
“I want to continue with printed statements and, without authority from me, M&S Bank have stopped them.
Why should I have the trouble of reinstating them when I have not caused this problem? You are not customer facing!!
This is not how you operated when you first were open.
The wishes of your customers do not count.
Benefits of having an account are minimal.
I used to be proud to hold a M&S card.
Not any more!!”
“I have a loan with them. I was injured and could not pay my monthly payment for August no support was offered, made them aware I only had enough to pay my mortgage but they refused to help. Wanted to set my DD whilst the account was in arrears , they said I can’t otherwise the system will take the full arrears. I was so disappointed, ended paying using the money for my mortgage as the call centre is in the phillipins and half of the staff do not understand what you
Are asking. Very disappointed”
“Due to extra point promotion offer was persuaded in-store to apply for credit card. The application system is over complicated and time consuming. Security questions gone mad. I finally completed it and activated the card but after reading other reviews I think I'll just continue with my John Lewis card where I never have a problem.”
“I have tried multiple times to log in and get a credit card limit increased, and it is impossible no matter how many ‘hoops’ you have to traverse. I am getting nowhere.”
“I made 2 credit card payments, late by a few days due to a sudden bereavement. M&S response? TO HALVE MY CREDIT LIMIT WITH NO WARNING, simultaneously damaging my perfect credit score. They still don’t understand why I’m so upset!! They should be thoroughly ashamed of themselves! NO customer care, NO accountability, they act like unfeeling robots!!!”
“I have a credit score of over 750 I don't have any outstanding debt and I applied for a £10000 loan for 3 years for dental implant surgery and it was refused, I will not be shopping at Mark's and Spencer's again.”
“Very difficult to understand and unable to transfer me to an English speaking person in Great Britain.
Going to cancel our credit card after 10yrs as must be other card providers that have a customer service in the UK.”
“Gave up using this credit card. They kept telling me it was being used fraudulently, when in fact it was me using it. Blocked the card and when I telephoned to resolve the situation, got through to someone who only appeared to speak Martian. Just easier to use another card provider.”
“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”
