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M&S Bank - pleasant customer service but really?
rosalinda88
Posts: 19 Forumite
Is there a bank with a setup more OTT than M&S? The customer service is pleasant and well trained but the process is so...
To activate my card, I had to call (only option) and answer all sorts of questions and set up a bunch of passwords. With every other bank it has been an automated quick call or online.
To set up online banking, yet more passwords. So now I have:
- a date (different from date of birth, which is also requested online and over the phone interactions)
- a place
- a word
- my security number
- 3 other passwords for I forgot what, I think 2 are to reset something if I forget something
- a PIN for the digipass because unlike every other digipass in which you insert your card and use your card PIN this one is stand alone
to remember on top of digipass generated codes.
To set up account switch, I had to call (no other option). 30 minute process of reading out fine print, etc. for what should have been a 5 minute online event- sort code, account number, switch date, done.
They seem like the Waitrose of banks, even the envelopes are posh but the whole thing just seems intentionally inefficient to show they "care".
Am I the only one who has found M&S very different?
To activate my card, I had to call (only option) and answer all sorts of questions and set up a bunch of passwords. With every other bank it has been an automated quick call or online.
To set up online banking, yet more passwords. So now I have:
- a date (different from date of birth, which is also requested online and over the phone interactions)
- a place
- a word
- my security number
- 3 other passwords for I forgot what, I think 2 are to reset something if I forget something
- a PIN for the digipass because unlike every other digipass in which you insert your card and use your card PIN this one is stand alone
to remember on top of digipass generated codes.
To set up account switch, I had to call (no other option). 30 minute process of reading out fine print, etc. for what should have been a 5 minute online event- sort code, account number, switch date, done.
They seem like the Waitrose of banks, even the envelopes are posh but the whole thing just seems intentionally inefficient to show they "care".
Am I the only one who has found M&S very different?
0
Comments
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It is not just any old bank, it is a M&S bank,
so surely you would have expected more when applying !
Agree it is a bit long winded but only got it for £100 voucher and 6% savings.
60 -
Its an old peoples bank, what did you expect.:D
Seriously I know its not a bank for just old people, its for anyone who wants to take the deals.0 -
I'm sure that M&S did not twist your arm up your back to have one of their accounts. So then, what was it about M&S that made you want to have one of these very complex accounts?rosalinda88 wrote: »Is there a bank with a setup more OTT than M&S? The customer service is pleasant and well trained but the process is so...
To activate my card, I had to call (only option) and answer all sorts of questions and set up a bunch of passwords. With every other bank it has been an automated quick call or online.
To set up online banking, yet more passwords. So now I have:
- a date (different from date of birth, which is also requested online and over the phone interactions)
- a place
- a word
- my security number
- 3 other passwords for I forgot what, I think 2 are to reset something if I forget something
- a PIN for the digipass because unlike every other digipass in which you insert your card and use your card PIN this one is stand alone
to remember on top of digipass generated codes.
To set up account switch, I had to call (no other option). 30 minute process of reading out fine print, etc. for what should have been a 5 minute online event- sort code, account number, switch date, done.
They seem like the Waitrose of banks, even the envelopes are posh but the whole thing just seems intentionally inefficient to show they "care".
Am I the only one who has found M&S very different?0 -
This account setting up procedure is the same across HSBC banks, M&S, first direct. Each has a security key.
Once the long winded telephone and Internet bank security details are set up its really quick to sign in:)
Very pleasant customer service at M&S.
Not bad at all in my experience.
Got my gift card today also.:)0 -
You would have been moaning if someone had intercepted your card and called to activate it.0
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M&S Bank - the baby boomer bank.This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0
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But dont you love the debit card design?0
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But dont you love the debit card design?
My card arrived Today & I was thinking the same...easily the best card design. If it wasn't for this dodgy gadget I need to open the online account I may have kept the M&S account just for the debit cardMortgage (Nov 15): £79,950 | Mortgage (May 19): £71,754 | Mortgage (Sep 22): £0
Cashback sites: £900 | £30k in 2016: £30,300 (101%)0 -
But dont you love the debit card design?My card arrived Today & I was thinking the same...easily the best card design. If it wasn't for this dodgy gadget I need to open the online account I may have kept the M&S account just for the debit card
My guess is that anoncol was being sarcastic, based purely on the fact that I can't believe there are two people who like the design!:D
The last time I rang I messed up my security number and had to reset it. That process was more complex and less well explained than it should have been.0 -
It is not just any old bank, it is a M&S bank,
so surely you would have expected more when applying !
Agree it is a bit long winded but only got it for £100 voucher and 6% savings.
6
Not just any bank!
Its an old peoples bank, what did you expect.:D
Seriously I know its not a bank for just old people, its for anyone who wants to take the deals.
I would have thought old people would prefer established bank names over established department store.I'm sure that M&S did not twist your arm up your back to have one of their accounts. So then, what was it about M&S that made you want to have one of these very complex accounts?
Twist my arm? What are you on about? The process differs from bank to bank and is not known upfront during application. Most accounts require around 2-3 passwords to remember, first time I've encountered one with 8-9.0
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