Natwest 'Helpful Banking'? Not...

smileysteph86

Hello all,

I wanted to start this thread to make you all aware of the poor customer service I have received from Natwest, in the hope that it might prevent anyone else going through the troubles I have had with them.

Basically, the problem started on Thursday 24th February 2011 when my card was declined. I rang Natwest customer services to source the cause of the problem. Initially, the Natwest representative I spoke to said that I had cancelled my card. After assuring him several times that I had not made any attempt to cancel my card, he then found that my card had been cancelled because it had expired - Maestro was no longer viable as a debit card via Natwest.

I would like to highlight at this point that I had been made aware, via a letter from Natwest many, many months ago, that I was to receive a new Natwest Visa debit card before my original card expired, but the letter assured me that no further action from myself would be required and that my card would arrive in the post.

According to the Natwest representative, my new Visa debit card was sent to my branch, as no address was listed as a marker on my account. At no point was I informed that a new card had been sent to my branch, and therefore this is why I did not collect it. To apply for a new card, I was told I had to go to my branch to do this, as it could not be ordered over the phone. So I did this the following day - the card could only be sent to my local branch and would take 10 days to arrive.

Fourteen days later, on Friday 11th March, I went to the branch to pick up my new card. I was highly disappointed to find that my card had not arrived, and that because the branch's computer system was not working, I was told that I had to ring Natwest customer services MYSELF to find out why my card had not yet arrived. Upon ringing, a Natwest representative informed me that my card was NEVER SENT, as it STILL did not have either a branch or address marker. I found it highly frustrating and disappointing that two Natwest representatives failed to correct the marker problem on my account, and that I would have to wait a further two weeks for my new card to arrive. At this point I chose to make a formal complaint to Natwest via the telephone. The Natwest representative assured me that a marker was put onto my account, and that my card would definitely be sent to my home address.

On Tuesday 22nd of March 2011 I returned a call from Natwest's Manchester Retail Customer Service Centre, believing that it was to do with my formal complaint. However, a representative instead asked if I could confirm my marker address AGAIN!!! Unbelievable and utterly unacceptable! My card FINALLY arrived this morning, but I have to wait until the middle of next week until my PIN arrives.

I am utterly disgusted by the way I have been treated by Natwest, especially considering I have been a Natwest customer for over seven years. I feel like I have been lied to by the various representatives that I spoke to, and I am highly surprised that Natwest had neither a branch or postal address marker on my account, despite having received cards through the post on previous occasions without problem. I cannot help but wonder why, if Natwest has a customer without any markers on their account, that they would not attempt to get in touch with the customer to make them aware of this, and possibly rectify the situation before it became an issue.

I have recently been diagnosed with epilepsy, so the stressfulness of the situation hasn't helped, as hasn't the fact that I can no longer drive because of the epilepsy, making the trips back and forth to the branches both time consuming and costly.

In short, I am now reviewing as to whether I wish to terminate my accounts with Natwest, and take my banking custom elsewhere. Natwest have made errors over the handling of my account in previous years, most notably in 2008 when they suspended my account while I was travelling in Africa, despite personally informing the bank that I was to make this trip incase they became suspicious of the foreign use of my account - leaving me without access to any money until my return home four weeks later.

Oh and writing all this out into a letter and taking it to my branch manager didn't really help. All I got was more weak apologies and the offer of £50 compensation.

"Helpful Banking" - I think not...

Stephanie

stclair

If I was you I would close your account.

Im sure there is other banks on the high street that can provide the service you require.

CLAPTON

if you are having repeat problems with your bank it makes sense to open a new one with another bank
in fact I would advice everyone to have a least two a/cs (and use them regularly) so that you have one to fall back on if things go wrong.
no longer can you assume that problems will be resolved rapidly

what exactly do you want from Natwest... write a formal complaint and clearly and concisely say you you expect them to do

[Deleted User]

move your account elsewhere if it is not suitable for you (e.g. LTSB)

Andy7856

take the £50 compensation, then take your business elsewhere!
PS: I am stick the back teeth of those Natwest charter ads also..

rb10

Natwest are well known for poor levels of customer service.

I actually had a very similar issue to you recently. I don't use Natwest for my main bank, but occasionally transfer money through a Natwest account online, which you need a card and cardreader for.

Suddenly the card stopped working. I phoned the number given on the screen (online helpdesk) to be told that my card had been cancelled, but their system wouldn't tell them why. They transferred me to telephone banking, who said that as they've changed over to Visa, my old Maestro card had been cancelled (they couldn't say why I hadn't been told about this, or sent a new card!). But they can't order new cards over the phone, you have to go to a branch.

So I went to a branch ... to be told that this branch is too small to order cards, you have to go to a main branch.

So I went to a main branch ... they did actually order the card for me, and (at my request) said that it wouldn't be sent to my home address, but to the smaller branch that I'd initially been to.

So I went back to the smaller branch the following week to pick up the card ... to find that they'd sent it to my home address instead.

Yet another reason why there's no chance that I'd actually use Natwest as my real bank.

noizeuk

The reason why you wouldn't have received the card in the first place would be that the address could not be used due to mail being returned. This is done in light of security for the entire account and would you rather this happen or a complete stranger get hold of your accounts? Ok, thought so. Now my experience with branches is that they are totally useless. It does seem that the majority of counter service clerks are not bothered and unwilling to go further than their desk to help. What should haven happened on your first visit (which can not be done over the telephone) is for you to verify your address and update account and correspondence addresses so that all mail will reach you. This would have taken up to 7 days and from there you could order a new card to be sent via royal mail (special delivery?) or to the branch.

pinkdalek

Take the compensation then sack them off.

Switch your account, many other banks will offer you a cash incentive to switch too - I know Halifax branches will offer you cash to switch plus £5 per month reward if you fund it with over £1000 a month.