NatWest unable to provide interest rates outside of 8am-8pm?

SimonM_2

I just phoned NatWest to clarify the interest rate on my e-Savings and e-Savings Plus accounts - apparently they don't have access to the systems overnight which provide this information and can only do so 8am-8pm - I've heard this before when I had a query about interest rates many months ago but thought it was someone being a bit lazy.

Their website (http://www.natwest.com/personal/online-banking/g1/why-bank-online.ashx) claims:

Help and support

24 hours a day, we’re here to help.


Got a question? Need a little support? Get the answers you need from our help service. Live web chat and UK-based telephone support is there for you – no matter how early or late.

Is this really the case? NatWest's 24/7 online and telephone service isn't actually 24/7 at all?

To top it off, the savings rates on their website seem wrong since September 29th when they launched the new e-Savings account. The current savings rate page reflects the new account http://www.natwest.com/personal/savings/g6/rates.ashx#eSavings where as the "previous rates" now need to be looked at for anyone with one of the older accounts (I have an extend and replace offer until the end of January 2011 so the rates listed on the current rates aren't mine), but the previous rates claim 3.24% AER including bonus (http://www.natwest.com/personal/savings/g6/rates/previous-rates.ashx#eSavings) but that's not right - they appear to be the previous previous rates, they've effectively lost some (plus the Extend and Replace account) in the process of launching the new details. I guess that NatWest should be paying me this higher 3.24% whilst their website claims that's the rate......

They also don't have details of my e-Savings Plus 2.22% unconditional bonus rate (for 16 months), only listing the one that was a conditional 2.22% bonus for 12 months from account opening.

NatWest's information about interest rates seems to be full of holes, and very confusing, almost to the point of intentionally trying to mislead - no doubt in an attempt to make it hard for people to know when their bonus rates have ended or to compare their accounts with other offerings.

Loughton_Monkey

NatWest are aiming to be number 1 for customer service. So they should be receptive to any complaint you make about them. It seems to me another - all too usual - case of a bank not being properly 'joined up'. Their 'script' for middle of the night queries on interest rates probably says "Look at the website, dummy!', which is all very well provided (a) they are fully and accurately posted on the website, and (b) the telephone operator will be able to look it up in the same way if you don't have Internet access.

Luckily, I bank with First Direct, who seem to be unbeatable on service, and operate a truly 24 hour phone service.

SimonM_2

Thanks. Have just called NatWest to ask the same question about interest rates as I did last night, and they were unable to see the correct details for three of my accounts as the website isn't showing them.

They were able to see the standard rate for the e-savings plus and e-savings accounts, and then "on another screen" could see that the bonus rates I was quoting were what I'd be getting, but these aren't listed on the Savings Rates pages on the website at all.

No idea how I'm meant to work out if I've definitely been paid the right amount each month across several accounts, unless I'm going to have to work out the interest daily for each account to see if it matches up with what I eventually get paid...? Hardly "helpful banking".