“I have no bad credit, an excellent credit file after never missing a payment (inc. Natwests mortgage and they actually sent me a letter saying I could remortgage WITHOUT CHECKS!!) and no problems whatsoever but Natwest have declined me a mortgage based on how I conducted my current account. What they mean is, I recently closed my current account with a £200 overdraft facility down and they don't like it. The new mortgage would see my pay them £400 less a month and they don't like that either. It's absolutely disgraceful, and they have now left me with a black mark meaning its going to be very difficult to get another strong rate elsewhere. Stay away from them.”
“Absolutely shocking. They locked my internet banking and told me they would send me an activation code by text, asked if they had my correct number - no. Would not take the number from me as I may not be who I say I am, hang on, how many security questions have you just asked me and then you discuss my banking details with me but then won't accept my new number as I may not be who I say I am, absolutely ludicrous. Later I sent in some paperwork and I rang to see if they had it as I hadn't heard from them. We can't help you, you need to speak to your branch, put me through then, no can't do that you need why not pop into your branch - you mean the one you closed, nearest one 15 miles away and only open office hours????? My argument was, why have a central number for customers to ring if you can't help only a branch can yet you can't be put through or get into a branch. Only option was to speak to complaints, why to be told the same thing? After 30 years, I'm now switching my banks! Can't help but wonder, who is working for whom here? Also you manage to email me every month to say my statement is ready and also emailed me today to say you are switching my accounts so you can get hold of me when YOU want - where is security here as after 30 years are you even sure you are emailing the correct person?”
“Absolutely shocking. They locked my internet banking and told me they would send me an activation code by text, asked if they had my correct number - no. Would not take the number from me as I may not be who I say I am, hang on, how many security questions have you just asked me and then you discuss my banking details with me but then won't accept my new number as I may not be who I say I am, absolutely ludicrous. Later I sent in some paperwork and I rang to see if they had it as I hadn't heard from them. We can't help you, you need to speak to your branch, put me through then, no can't do that you need why not pop into your branch - you mean the one you closed, nearest one 15 miles away and only open office hours????? My argument was, why have a central number for customers to ring if you can't help only a branch can yet you can't be put through or get into a branch. Only option was to speak to complaints, why to be told the same thing? After 30 years, I'm now switching my banks! Can't help but wonder, who is working for whom here? Also you manage to email me every month to say my statement is ready and also emailed me today to say you are switching my accounts so you can get hold of me when YOU want - where is security here as after 30 years are you even sure you are emailing the correct person?”
“I spoke to someone in mortgages who had a nasty belittling attitude. I have been with Natwest for years and have found them to be the worst bank, very unhelpful and arrogant. This attitude runs throughout the bank. If you want piece of mind DO NOT have an account at Natwest!!!”
“Staff in Watford branch are rude, bullying and unhelpful. They have no understanding of customer service and are intent on forcing people to use the automated machines, even though this allows no privacy whatsoever.”
“No transparency with unarranged overdraft fees. A £6 transaction became a £260 charge because the bank failed to alert me I was overdrawn. Despite asking for text alerts as well as email as the primary contact method, I received no emails or texts (but I did get a letter 2 weeks after the transaction - useful when you're not in the country).
Just phoned an operator to confirm text alerts for unarranged overdraft usage - he put me on hold for 20 minutes then picked up again and accidentally (?) hung up on me.
Don't waste your time with this awful, deceptive and sh*t customer service excuse for a bank.”
“Customer service over the phone falsified that I had failed to pass security, when actually they never asked me any security question. So they refused to serve me. Next day I closed my account... I deserve better as a customer.”
“The customer service was horrible. For no reason, my card was blocked for online purchases, and after chatting on the Webchat service and on the phone 6 times over three days, my issue wasn't sorted even though I was told, repeatedly, that my card was okay to be used again. The worst part is that all the teams at NatWest had zero communication so I had to continuously explain my issue to person after person. Worst service, and worst bank. Wouldn't recommend it to anyone, look for a better bank.”
“Although the smart phone app is very useful, their online banking is unbelievably frustrating to use. The concept of a banking app, with the ability to check my account is perfect, although giving a business a £250 daily limit is, in my opinion, pointless. Thats the whole point of having an app, to pay bills whilst on the move. If you want to pay more than £250, you have to log onto their online banking (or visit a branch). One is difficult to do, the other removes the need for an app in the first place! Very disappointed in NatWest.”
“Your organisation has compromised my account 5 times. Also you have LOST my card the new one that was sent out. I was met by oops sorry and laughing. I will be making a full complaint . And I definitely wouldn't recommend you to friends . Will be closing my account this week.”
“my debit card expired over 6 weeks ago they said they would send me a new one still,NO CARD ,APPLIED ONLINE twice ,chat service has no option to connect button ,supposed to be a need help option ,doesnt exist ,have re-ordered card overall 3 times ,STILL NO CARD ,they are without a doubt the worst bank ever !!!”
“Customer services have about as much charm as a mass grave,,rude and unhelpful bank i have been with 15 years.I guarantee i wont be with them another 15 days.20 minutes on hold to spek regarding a complaint i had no answer just stupid music...Total crap service”
“They aren't helpful at all if you're robbed and lose your cash cards. I cancelled my card after answering security questions and they told me that it was fine so they would send me out my new card. Then they said my online banking had been closed and put me through to the security department who said they didn't know why I had been put through to them, but my card had definitely been ordered, and if I answer more security questions they would set up the online banking again. Then they asked me a stupid question about transactions that I couldn't remember, so I said I can't remember and could they ask another one, but he said the computer says I have to answer a multiple choice question and they have no control on what the questions are, so I said I'm not sure and would only be guessing and I don't want to guess as I have no money for food or petrol, and he was quite rude and said I had to answer it but I got the question wrong and then he said computer says so, but my card would definitely be sent out, so I said it was a stupid question and I can't believe he was so unhelpful. So I wait days for the card only eating cereal with no milk wondering why it was taking so long, and after 5 days I phone up again and they told me that there's no record of me ordering the card, so the last person i spoke to must have cancelled my card without telling me, and I'm told that I have to go into my branch which is now only open a couple of days a week. I said my petrol has nearly ran out and it's not open again for days, and I was told I should beg people for money and food until i can get to a branch. It's obvious the one who was unhelpful cancelled the ordering my card on purpose to be nasty. They made a stressful time even worse”
“I spent 15 minutes on the phone and spoke to 3 diffent people to make a payment towards my Credit Card a Master Card, I ended up hanging up the phone as I could not be bother to wait any longer... you defiantly make people changing their mind on making a payment thanks to the waiting time and difficulty in doing something so simple like pay off a credit card. The last guy I spoke to with was working for Natwest said: I am putting you through anther time as they issued your card, mmmm? aren't you working all for Natwest?!”
“I have been with this bank for close to 6 years.
I transferred money from one account to the next and they ceased my account for fraud.
The fraud team has the worst customer service ever.
They are incredibly rude no service skills and very vague.
I have had most services cancelled subsequently they don't care.
I have had larger sum into my account before .
But the dealt with me like a criminal for transferring money between accounts. My money.
Really gutted I left Barclays for them.
Never use this bank they don't care when things go the other way.
I spent a total of 21hrs on the phone for my money and still unresolved.”
“I have been a natwest customer for nearly 15 years.
I called the NatWest customers service because I have had series problem while I was trying to withdraw my money. The lady customer adviser was extremely rude, disconnected my call. I have made a compliment and I was someone will get back to me in 5 days time but still no respond!!
Finally I've decided to cancel all my direct debits and close my bank...!”
