NatWest won't open a new account without an email address

eskbanker

Tom99 wrote: »

I am with Halifax, what is funny is that Halifax do not have an email address. You cannot email Halifax.

Doesn't seem particularly funny to me - despite NatWest's stance as reported in this thread, in my experience most banks either prevent or heavily discourage contact by email, and instead concentrate on web forms (published for all) and secure messaging from online banking (for customers), plus social media channels, etc.

Email is an inherently insecure means of communication - outbound emails from banks are obviously within their control and so they can ensure that nothing confidential goes into these, making them ideal for disseminating changes to product Ts & Cs, etc, but if they permitted inbound public emails then (a) careless folk would misuse the channel for confidential data, weakening security, and (b) the addresses would be spammed to death!

Razoo

eskbanker wrote: »

Doesn't seem particularly funny to me - despite NatWest's stance as reported in this thread, in my experience most banks either prevent or heavily discourage contact by email, and instead concentrate on web forms (published for all) and secure messaging from online banking (for customers), plus social media channels, etc.

AFAIK, Halifax Bank can only be contacted by telephone. Their 'Contact us' facility accessible to customers when logged into their online banking account only offers telephone numbers. I cannot find any means of sending a secure message.

The only options appear to be; either telephone the Halifax call centre, or visit the local branch, if it hasn't been closed.

Most banks like to email their customers, but they always seem to use 'DoNotReply' email addresses that will not accept incoming mail.
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Razoo

Razoo

Herbalus wrote: »

You refer to workers as drones...

Not all workers - I did identify both the vocation and the institution. Competent call centres are available!

...accuse banks of being discriminatory...

I appreciate that it adds credence to your magisterial criticism to aver that I 'accused' banks of being discriminatory. However, I think you'll find that I actually wrote: "This seems quite discriminatory...," which is an observation, rather than an accusation.

...and point out mistakes in people's grammar (even with the wink).

I did not point out any grammatical mistakes; I merely implied that there were some, mitigated by a fleeting ocular nictitation.

Perhaps that's why nobody has deigned to answer your question.

Except some forumites have kindly answered my question. Not everyone chose to ignore my question and drone on about my choice of analogy instead.

For information, access to the internet is not a protected characteristic like age or gender, so refusing to provide an account or service because of a lack of internet service is not unlawful. It may be unreasonable, but not illegal.

I never suggested it was illegal, but I do consider it to be an unreasonable stance, especially where the applicant is already an established customer of some 50-years standing.

However, the situation has now been resolved by a telephone call to Nationwide Building Society who were happy to open an account for my friend. NBS has no requirement for applicants to provide an email address.

Thanks to everyone who responded to this thread and provided useful advice.

Those of you who were more concerned with taking offence on behalf of others can now return to your Twitter accounts.
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Razoo

thegrouch314

The workers are basically just typing into boxes. If all the boxes aren't filled out, there's nothing they can do, no two ways about it. They have to work within the system and the system dictates that all customers setting up new accounts must have an email address. It doesn't matter how long ago your friend set up her initial account, she has to work within the system that is in place now. Nothing discriminatory about it. The workers aren't the ones that decided on the system and they aren't the ones that can change it either. If you really think requiring an email address is a problem, contact NatWest and tell them about it

Just set up an email for her then set all marketing preferences to post or phone, depending which she wants, and she shouldn't get any emails. Check it every few weeks to be sure but it should be fine.

Razoo

thegrouch314 wrote: »

The workers are basically just typing into boxes. If all the boxes aren't filled out, there's nothing they can do...
<snip>

Good answer - thank you.

I agree with what you say and I accept that the lack of an email address might thwart an attempt to open an account via a call centre. However, the fact that my friend was prepared to visit the NatWest branch to open her new (linked) savings account and yet was still turned down does seem unreasonable. After all, as you and others have pointed out, the option for the bank to contact the customer by email can be declined, thereby rendering the existence of this seemingly mandatory email address completely pointless.

Most application forms have both 'compulsory' and 'optional' data fields. IMO the email address data field should be optional, like the mobile phone number data field often is.

I do believe that NatWest's stance discriminates against a sector of the population, viz. anyone who does not have internet access - IME mostly the older generation.

Maybe NatWest are edging towards being an online bank only?
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Razoo

[Deleted User]

Razoo wrote: »

Really? Presumably you've never suffered the acute frustration of being persistently stonewalled by the 'computer says "No"' mentality of some call centres?




They certainly are abysmal, rather like the interest rates offered by Halifax Bank (other providers of abysmal interest rates are available)
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Razoo

You should hear what people call you after they have interacted with you.

DannyPearce90

Really simple, just set one up for her for free!

I don't understand why they see it as mandatory though.

Razoo

camelot1971 wrote: »

You should hear what people call you after they have interacted with you.

Re. yesterday's enlightened message from the Court of King Arthur.

A wise man (possibly of Chinese extraction) once said: "When suspected of having an IQ lower than your shoe size, it is foolish to post messages that remove all doubt."
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Razoo

John_G_Jones

Razoo wrote: »

Not all workers - I did identify both the vocation and the institution. Competent call centres are available!


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Razoo

This call centre was very very competent from what you have written so far, they correctly explained to what would seem to be a slightly confused customer that these accounts are only available to people who can supply an email address.

You seem to have wanted them to break the bank’s policy for you, which of course would be something that would actually indicate incompetence.

Carrot007

[QUOTE=Razoo;75293245I_agree_with_what_you_say_and_I_accept_that_the_lack_of_an_email_address_might_thwart_an_attempt_to_open_an_account_via_a_call_centre.__However,_the_fact_that_my_friend_was_prepared_to_visit_the_NatWest_branch_to_open_her_new_(linked)_savings_account_and_yet_was_still_turned_down_does_seem_unreasonable._[/QUOTE]


Unfortunatly you seem to be under the thought that the people in there branches are anything above these "srones on the phone of which you spoke.


They are not. The are the same people just in person. Even the bank manager is nothing these days. Probably only paid a fiver more than the rest.


The way banks operate these days is that is you want to get anywhere you need to find the higher level complaints personel (not that there is anything to complain about, you should be complaining to your friend for wanting to stick with natwest! (not that I wish it upon her but is she were to get into dificulties she may also be suprised at the 50 miliseconds it took the bank to ditch her)). Often that level of skill is only available online or though a formal complaint letter.