“I cannot verify a payment for an online purchase using the banking app - the app churns on and on and eventually I’m timed out. I spent nearly an hour trying to resolve it this evening. I told one advisor that I just wanted to revert to the system whereby I was sent a verification code by text. She suggested that I delete the app and they would then revert to the messaging system. I deleted the app but on trying to complete a purchase, I was again told to verify it via the (now nonexistent) app. Hopeless system. This isn’t the first time I’ve had problems with it. I’m not sure what point there is to having a credit card that I cannot use online.”
“In April I accidentally withdrew money from my Nationwide account with my M&S credit card instead of my debit card immediately incurring a charge. My monthly direct debit had only left my Nationwide account that day so I decided to pay off the balance on my M&S credit card account, that day, to avoid further interest charges.
I accessed the M&S bank online possibly through the app, otherwise via Google and found a sort code and account number for my credit card account. I did a bank transfer for a substantial sum and the Nationwide security check confirmed that I was transferring the money to the M&S bank. The money did not show on my credit card account that day but the monthly direct debit takes a day to show. As it did not show the following day I contacted M&S and a helpful lady said she would look into it and in the meantime gave me a temporary credit for the amount transferred. When I checked to see if the transfer had been found I was told that it had gone to an HSBC account but HSBC would not investigate it as the transfer was not from M&S Bank. I was given, in error, another temporary credit which was later removed and I was also given two compensation credits as the person who had handled my first enquiry had not followed the proper procedure. I contacted Nationwide and asked for a trace to be put on the payment. I heard nothing so I contacted them again and was told a trace had been put on the payment and I would be notified when it was answered. I next heard from M&S bank that the transfer had not been traced and the temporary credit would be removed. Then they told me, sorry it had already been removed (it hadn’t) then they told me they had removed it.
They changed the dates on the account for the temporary credits to the day of the original transfer, I do not know why.
I contacted Nationwide who told me they had received an email from M&S bank a month earlier stating that the money had been received and credited to my account giving my name with first and surnames reversed. (The bank transfer had had as a reference my M&S credit card number)
I have given M&S all these details but they seem to have closed their enquiry.
No third party was involved so this is not an ordinary scam. Is it just total incompetence or is an insider at work intercepting bank transfers?
Has anyone else had similar problems?
As far as Nationwide is concerned they have been told by M&S bank the payment went through and had already been credited to my account which is why they did not notify me of the result of the trace.
As far as M&S bank are concerned they have not received it so I must pay again.
I have been amazed at the dilatory response to a probable internal scam. I am taking this matter to the Financial Ombudsman. At age 89, with impaired hearing , this has caused me considerable hassle and stress. I wish that I had consulted this website before taking out the M&S credit card.”
“In April I accidentally withdrew money from my Nationwide account with my M&S credit card instead of my debit card immediately incurring a charge. My monthly direct debit had only left my Nationwide account that day so I decided to pay off the balance on my M&S credit card account, that day, to avoid further interest charges.
I accessed the M&S bank online possibly through the app, otherwise via Google and found a sort code and account number for my credit card account. I did a bank transfer for a substantial sum and the Nationwide security check confirmed that I was transferring the money to the M&S bank. The money did not show on my credit card account that day but the monthly direct debit takes a day to show. As it did not show the following day I contacted M&S and a helpful lady said she would look into it and in the meantime gave me a temporary credit for the amount transferred. When I checked to see if the transfer had been found I was told that it had gone to an HSBC account but HSBC would not investigate it as the transfer was not from M&S Bank. I was given, in error, another temporary credit which was later removed and I was also given two compensation credits as the person who had handled my first enquiry had not followed the proper procedure. I contacted Nationwide and asked for a trace to be put on the payment. I heard nothing so I contacted them again and was told a trace had been put on the payment and I would be notified when it was answered. I next heard from M&S bank that the transfer had not been traced and the temporary credit would be removed. Then they told me, sorry it had already been removed (it hadn’t) then they told me they had removed it.
They changed the dates on the account for the temporary credits to the day of the original transfer, I do not know why.
I contacted Nationwide who told me they had received an email from M&S bank a month earlier stating that the money had been received and credited to my account giving my name with first and surnames reversed. (The bank transfer had had as a reference my M&S credit card number)
I have given M&S all these details but they seem to have closed their enquiry.
No third party was involved so this is not an ordinary scam. Is it just total incompetence or is an insider at work intercepting bank transfers?
Has anyone else had similar problems?
As far as Nationwide is concerned they have been told by M&S bank the payment went through and had already been credited to my account which is why they did not notify me of the result of the trace.
As far as M&S bank are concerned they have not received it so I must pay again.
I have been amazed at the dilatory response to a probable internal scam. I am taking this matter to the Financial Ombudsman. At age 89, with impaired hearing , this has caused me considerable hassle and stress. I wish that I had consulted this website before taking out the M&S credit card.”
“the first and last experience because they give you an APR before the application and when they approve your loan, they also change your APR (eg from 5.8% as they gave me to 11% after accepting). in more details about the APR It also shows you how much you have for each individual loan (5.8% for 7500-15000 or 5.9% for 15001-20000 or 25000 if, I'm not wrong)”
“Utterly useless. In reality they are HSBC, one of the most corrupt banks in the world.
Avoid using them. We had held credit cards with M&S for many years without a problem. They mislaid one of our payments and started threatening us via telephone, text and email.
Eventually they agreed it was their fault
Now they are threatening us again for 76p interest on the payment they lost!
And M&S proper are not interested in helping. They just say they sold out to HSBC, even though the banks bears their and they receive a huge annual fee from HSBC. Pathetic.”
“Could not make out what girl was saying when I phoned. I think the older generation is being ignored as things being made very difficult for us. M&S should remember it’s the older generation that had kept them in business the last 50 years or so. Disappointed customer .”
“I don't consider myself to be racist in any but am sick of the fact their customer service people can barely speak English. It always feels like they are reading a script yet if you ask a question they just repeat the script. I have no problem with out sourcing but I think they need to keep this service in the UK. Partly because of data protection laws in this country and partly because it doesn't matter what race someone is but they do need to actually be able to speak English if they are doing a telephone job. Fed up with this service plus the automated service that sends you to the wrong place.”
“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”
“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.”
