NatWest Pin Reader

tangotonyb

Hi,

I opened a NW account in Feb, signed into Online Banking and Downloaded the Mobile App.
I used the App for managing the account a few times and got the message regarding a £500 day limit for making payments to a new payee - if I wanted to do more, use online banking.
No probs, it wasn't urgent then, I sent the money over 2 days.

Then at the start of this month I needed to make a payment of £1100 out. Didn't bother trying with the mobile app of course, just logged into online banking, to be told THEN that I needed a pin reader, or I could do it over the phone.

So I call up, to be told, no we can't do it without a pin reader.


I lodged a complaint to say I was not informed about the need for a pin reader ANYWHERE until I tried to make the payment. Their response is that you get a "prompt"? when you first log into online banking directing you to a "corner"? where if you click it tells you you can order a pin reader... Hmmm - I'm pretty sure if the prompt had been obvious I'd have seen this and ordered one.

What are people's experiences here? DOES this "prompt" exist - I'm wondering if it was blocked by Ad-Block on my machine. Anyone else had a similar issue with being unable to make a payment?

[Deleted User]

Payments now require extra authentication steps.

Just order the PIN reader or go into a branch and make the payment.

tangotonyb

Thanks but that's not the question I asked.

tangotonyb

For reference - comparison with other banks:

Tesco - no pin reader required
Santander - no pin reader required
Nationwide - pin reader required to log into online banking, sent automatically to new account holders
Barclays - pin reader used to be sent automatically to anyone wanting to use online banking.

The issue here is not about making the transaction - it's about whether or not it's reasonable for NatWest to 1) Not provide a pin reader automatically to new customers and 2) To not inform me in any T&C's (i read them), emails or letters that I could and should order a pin reader if I wanted to do online banking.

[Deleted User]

Nationwide require the card reader to make payment and transfers as well not just for logging in.
In-fact you can bypass the need to use the card reader for logging in by using your customer number, memorable name etc etc.

I had to order one from Nationwide and it arrived within 2-3 days.

Back to NatWest, their website clearly states:

While you are waiting for your card reader to arrive, you can still make payments up to £500 by using our Mobile App.

Also why would it be in the Terms and Conditions?
It's not something that warrants going in there, and other banks don't include it in their T's and C's either.

colsten

There is no such thing as a pin reader. What you are after is a card reader. Natwest has required one of these for at least a decade, may be two. All your questions about the card reader are answered here https://personal.natwest.com/personal/ways-to-bank/online-banking/do-more-with-online-banking/card-reader-how-to-use-your-card-reader.html

phillw

tangotonyb wrote: »

The issue here is not about making the transaction - it's about whether or not it's reasonable for NatWest to 1) Not provide a pin reader automatically to new customers and 2) To not inform me in any T&C's (i read them), emails or letters that I could and should order a pin reader if I wanted to do online banking.

Their procedure for making you order a card reader when you already have one from another bank is passive aggressive and annoying, especially as they won't accept that you have a card reader until after their one has been delivered.

Complain to them if you feel like you've been inconvenienced, just set out what your loss is.

northwalesd

phillw wrote: »

especially as they won't accept that you have a card reader until after their one has been delivered.

Well that's not true, I activated the card reader on NatWest the day after I ordered it, despite it not being delivered for another two days. I then used a card reader from another bank.

How do NatWest know when their card reader is in someone's sticky little mitts?

[Deleted User]

phillw wrote: »

Complain to them if you feel like you've been inconvenienced, just set out what your loss is.

In other words, if you're harping for some sort of compensation then quit whilst you're ahead

gingercordial

You mention Nationwide - if that means you have one, they are exactly the same and can be used for Natwest.

Fingerbobs

gingercordial wrote: »

You mention Nationwide - if that means you have one, they are exactly the same and can be used for Natwest.

I've got card readers for Nationwide, NatWest and Barclays, and they all work with each other's cards.