Natwest/RBS Live Web chat? -(Onlinebanking Help) are these Robots? or people?

katesheet

Now Natwest offer to web chat, which is a form of chatting about your online problems,

but who are you actually chatting to?

Can they resolve your problems you are having to log-in,

and what details do you have to give? acc number, sort code, customer number?

and is it really safe to give the name and details of your account to somebody who you cannot see?

Have you used this chat before ?

butterflymum

but who are you actually chatting to?

Does this help answer re whether it is an actual person or not:

https://supportcentre.natwest.com/app/answers/detail/a_id/501/~/what-is-web-chat%3F

Why not ask the rest of your list of questions directly on the web chat.....then you can share their answers here for others to know too. Their 'chat now' link does seem to open on a secure server basis, but I would imagine that even so, they are careful about which details they ask you to share.

katesheet

it seems a bit spooky,

in the fact if the conversation gets read by a hacker, then he would know the details.

Wilt

katesheet wrote: »

it seems a bit spooky,

in the fact if the conversation gets read by a hacker, then he would know the details.

Much like somebody tapping your phone or eavesdropping in the bank...

Siberianski

most banks now offer this service

I know barclays do they do an unsecure version where the advisors don't access accounts but guide you too webpages talk you through products give you phone numbers etc

typistretired

I know from past experience with them that their English is not good so presume it is staffed overseas. They are unable to access your personal details you have to telephone NatWest if you need help with your account. They just guide you to where you can receive help for your enquiry.

greenorange

typistretired wrote: »

I know from past experience with them that their English is not good so presume it is staffed overseas. They are unable to access your personal details you have to telephone NatWest if you need help with your account. They just guide you to where you can receive help for your enquiry.

This is not true.

NatWest's webchat can access your accounts and make changes. I recently ordered a replacement debit card via their web chat.

Once you're logged into internet banking, if you open the live chat, it automatically gives them access to your accounts, and already has your name programmed into the chat.

Also, NatWest are working on implementing a 'messaging' system in internet banking, similar to that of HSBC, First Direct and Nationwide.

knack92

greenorange wrote: »

This is not true.

NatWest's webchat can access your accounts and make changes. I recently ordered a replacement debit card via their web chat.

Once you're logged into internet banking, if you open the live chat, it automatically gives them access to your accounts, and already has your name programmed into the chat.

Also, NatWest are working on implementing a 'messaging' system in internet banking, similar to that of HSBC, First Direct and Nationwide.

That's good to hear a messaging system is on the way.

I have generally had good experience with RBS live chat during the day with pretty much all requests resolved and not so good at night when they don't seem to have access to the account details. I get the impression it is staffed overseas overnight.

chambta

Address changes can now be made this way.

greenorange

NatWest just updated their website and app.

They just need to make a few improvements to their internet banking, and they'll be on par with other banks.

scoobydoothedog

Yes I've used it a few times. I's fine for basic things. I closed some old redundant savings accounts like this. It's probably quicker on the phone but personally I have an aversion to call centres so it suits me. I got the impression the people I have been "chatting" to online via this service were using fluent English so they might be here in the UK but I don't know for sure.

I asked about downgrading a Black account now that some of the benefits are being removed but was told I had to speak to a manager because it included insurance products. I wasn't convinced by this but I suspect the webchat people are probably not authorised to do everything.

If you're curious about it, just give it a try and pose some inane query and see if you like the response!