Net West Step Account Floored me today

Bluerover

Well well well totaly baffled now this site recommends NatWest Step amongst others as a good basic bank account.
I popped in today to open an account with Driving Licence, Passport, Utility Bill etc.
Got to the customer service point and asked only to be told by the lady the account did not come with a "debit card" baffled slightly I said I think it does and reffered to their only current account "booklet."
Then she changed her mind and said well it does but its no good. Beffled I said I only want it to pay for shopping in large chains such as Tesco,Asda, Sainsbury's. She stuck to her guns this time saying it was NOT accepted in many places and people who took them out came back tot he branch and complained they were not accepted.... ...and upped their account to a current one.
I perservered and said "I only want a step account basic account" then she said "The step account is for people with really bad credit history!!!!! and people from other countries who have no history, not what I would want!!!!!"

At this point there were 3/4 people behind me so I broke and said I would think about it and come back......So has anyone else had this type of trouble...I would imagine I would be accepted for a current acount but only want a basic one.

Is it worth letting NatWest know as if I were in a position of only being able to get a basic account due to any reason I would have been heartbroken and very very embarressed..... :mad: ...by the "brick wall put up by the lady....

jonesMUFCforever

I would imagine that Natwest staff are targeted to open new accounts.
Basic accounts will not count towards target but take as long to open as a regular current account.

Don't shoot me I'm only the messenger - no posts please about appalling customer service - I'm only telling you as it is!

Head office mandarins need to change their attitude to staff before staff can change theirs to customers.

System

If it is the step account you want, then you could just apply online.
They normally ask you which branch you would like open it up during the application process.

I agree with ejones that its appalling customer service, and that would make me less inclined to open one with NatWest.

I would suggest you have a quick look at the basic bank accounts thread for alternatives; some come with Maestro or Visa Debit. I don't think you'll find that Solo or Visa Electron too bad tho.

PBA

I wouldn't say it's appalling customer service, exactly the opposite. If you qualify for a full facilities bank account then that's what the bank should be opening, otherwise they're disadvantaging you. The advisor is trying to get the best account for you now, so that you don't make a complaint down the line when you ask for a Maestro card/cheque book/overdraft and get told that it's not possible.

poppett

I opened a Step account a few months back with absolutely no problems. As for not being able to use your card in major supermarkets etc that it rubbish. I have used my in many places and NEVER had a problem with using it.

iwanttoberich

Hi Bluerover

I think that was appalling customer service. The Solo card works like a debit card, you can do all the things you mentioned. I have one. The only difference is you have no overdraft and there are some places that won't accept it over the internet. The customer rep simply needed to explain the difference between a Solo card and a full debit card, not give her opinion on what she would want and make those who have one sound like horrible people. She is not you and has no idea of your situation.

I have been doing mystery shopping for several months and once ago I would have just complained about an incident like this to friends and family. Now, I make it a point to call the company and make a formal complaint about the staff member's behaviour. It's the only way that they can improve customer service. A customer rep's job is to help you get the best product for your needs, not try to sell you something so they can get a commission or improve their figures.

That's just my opinion.

jonesMUFCforever

iwanttoberich wrote: »

Hi Bluerover

I think that was appalling customer service. The Solo card works like a debit card, you can do all the things you mentioned. I have one. The only difference is you have no overdraft and there are some places that won't accept it over the internet. The customer rep simply needed to explain the difference between a Solo card and a full debit card, not give her opinion on what she would want and make those who have one sound like horrible people. She is not you and has no idea of your situation.

I have been doing mystery shopping for several months and once ago I would have just complained about an incident like this to friends and family. Now, I make it a point to call the company and make a formal complaint about the staff member's behaviour. It's the only way that they can improve customer service. A customer rep's job is to help you get the best product for your needs, not try to sell you something so they can get a commission or improve their figures.

That's just my opinion.

I agree with you.
Unfortunately I live in the real world and have a family to maintain and mortgage to repay.
I do as I am told - basically weed out the riff raff and concentrate on the better accounts.

iwanttoberich

ejones999 wrote: »

I agree with you.
Unfortunately I live in the real world and have a family to maintain and mortgage to repay.
I do as I am told - basically weed out the riff raff and concentrate on the better accounts.

That is shameful. Us 'riff faff' also deserve proper advice and respect.

happyhappygal

ejones999 wrote: »

I agree with you.
Unfortunately I live in the real world and have a family to maintain and mortgage to repay.
I do as I am told - basically weed out the riff raff and concentrate on the better accounts.

Its a sad time when large companies like Natwest brainwash their staff to look down upon people.

Bluerover

Do you know though I could hapily qualify for a full account with them but really did only want a basic account, no overdraft etc as a "2nd/3rd account" not one with an overdraft etc. But won't use them have gone into Yorkshire bank today made the appointment yesterday after the NatWest disaster and hey presto no trouble at all told them I wanted a basic account, opened one and also opened a "savings account" also with the use of a maestro debit card, so will transfer money into the saving one also for big bills etc. Wlked out after 20 mintes with two account numbers one for Basic account one for savings.
So Yorkshire have my vote and my business - so much so I will consider them one of my top choices for switiching my mortgage. Service counts and I would rate the highly if asked.

natweststaffmember

Bluerover, I would actually complain to Customer Relation Unit about the branch in question because as you said and from what I have read, it was appalling service and has lead YOU to take your business elsewhere. You may think, well, why should they care? Because service is made by word of mouth, if you receive appalling service you post online, you tell friends etc,etc, NatWest do take pride in the service that the branch gives and the example you have experienced is poor service.

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yes i do work for them and yes it was rubbish the information you were given. My opinion would be 0 out of 10 for service. No appointment made, incorrect information given, and poor quality advice. Not what you would expect as a prospective new customer.