“I recently experienced raising a dispute through NatWest, and I have to say, the process has been incredibly complicated and frustrating. The process seems designed to confuse rather than assist. I was left second-guessing myself about whether I was even submitting my issue correctly.
Once I managed to submit my dispute, the response time was long, just at the end to receive "The Bank is unable to sit in judgement on the merits of the claim or arbitrate between the parties involved. The only line of enquiry available is where the retailer is unwilling to provide goods or services. Although we are unable to process a claim for you through Mastercard dispute resolution, it does not necessarily follow that you do not have a case. If you pursue the matter through your local Trading Standards Authority or Citizens Advice Bureau they may be able to advise you further"
I am disappointed in their inability to effectively help me resolve the issue and I'm searching for another bank who are respecting their clients more.”
“This is a terrible bank. I had business banking with them and in covid took a bounce back loan as I had to close my business. having really struggled with repayments I asked them to lower the amount as I had used the pay as you grow. They said no. They are appalling, unhelpful and arrogant. To make matters worse they email saying let us know if you are struggling and we can help. Only to say no we can't help, sort it out. Horrific.”
“I am currently on day 9 of my holiday and I haven't been able to use my debit card since day 1. Luckily I had purchased my domestic transportation (including flights) beforehand, however not the accommodation or local costs like food and activities. I've contacted Natwest on numerous occasions via in app chat and phone - I don't even want to know what this will cost me considering the minimum half an hour wait times. In the in app chat, the customer service person basically told me 'sh*t happens' as in there's nothing they can do. They the bank? Who are the only ones who can do something? On the phone call, I was advised to turn on a function that let's the bank know that I'm away, in which country and for how long and that this will kick in after midnight. Which it obviously didn't. The next day, I was pretty much told there's nothing they can do and they have escalated the situation and it will take up to 4 days. These 4 days have passed and I'm still none the wiser. I had some cash with me but that's gone. I've used my credit card which I didn't want to do because of the enormous transaction fees - I'm starting to think that Natwest is doing this on purpose as a way to charge more fees from customers so be aware! I also tried to withdraw money from both cards and neither worked. I'm now on my way to a remote location where there are very few options to pay with card so I have no idea what is going to happen, how I will pay for my accommodation, food etc for the rest of my holiday. It has been frustrating, embarrassing, humiliating, degrading. It has taken a massive toll on my mental health, not to mention that I haven't been able to enjoy my long-awaited and only holiday of the year. Natwest has been rude, unhelpful, slow and a complete and utter disgrace of an institution. I urge to rethink your banking choices and steer clear of this one. Unless you want to NOT have access to your hard earned money anytime, anywhere.”
