Natwest remains the typical inefficient, slow bank with clunky processes and systems

SouthLondonUser

If the basic purpose of the address is to send you the card then there are a lot of execs that are going to be barred from holding senior manager positions in financial service companies as well as substantial corporate fines. ID checking, including address verification, is about anti-money laundering and KYC checks that they are legally obliged to do and must be able to evidence that they took sufficient caution.

Yes, but the proof of address is a British obsession, incomprehensible to most European or to anyone who may have spent some time in Europe. The process in the continent is made much easier by ID cards and a population register.

SouthLondonUser

The plot thickens.

The latest is that I cannot update my bank details with my broker (Interactive Investor). The website doesn't let me, and I couldn't do it over the phone because "the system doesn't recognise my bank account" - whatever that means, and the lady on the phone was unable to elaborate. Basically a "computer says no" type of moment https://www.youtube.com/watch?v=0n_Ty_72Qds

Obviously I have no way of knowing if this f*up is the fault of Interactive Investor or of Natwest

PennyDD

SouthLondonUser said:

MovingForwards said:

The phone number thing is to reduce the risk of fraud eg someone changing the number, setting up a new payee and emptying your account.

If you've a card reader for another bank you can use that.

Can't comment on the ID issues.

I had no idea you could use the card reader of another bank. I have just tried with an old Barclays one which was collecting dust in a drawer and it worked. Thank you!

But I still believe that, since it is 2022 and not 1999, a card reader is unnecessary and just creates e-waste. If even dinosaur banks like HSBC and First Direct got rid of it, I can't see why Natwest can't. In fact, I haven't quite figured out if the app makes the card reader redundant, or if there are still some things for which I'd need the card reader.

Yes, I get the telephone thing, but here my number hadn't changed at all. I provided it 3 weeks ago, when I applied for the account, and it hasn't changed,. The fact that the person on the phone thought of changing it from +447 to 07 "so maybe the system recognises it" is laughable!

I went into Nat West this week because my card had been blocked as I'd entered the wrong code into the card reader too many times.  The assistant told me Nat West are doing away with the card readers and we need to download the app onto our mobile phones.  So this is one customer they are going to loose.

SouthLondonUser

PennyDD said:

I went into Nat West this week because my card had been blocked as I'd entered the wrong code into the card reader too many times.  The assistant told me Nat West are doing away with the card readers and we need to download the app onto our mobile phones.  So this is one customer they are going to loose.

It would be great if they got rid of the card reader! But when I try to log in on the website, it sometimes (not always) asks me for the card reader without giving me the option to use my mobile for two-factor authentication. Maybe that will change

phillw

SouthLondonUser said:

Yes, but the proof of address is a British obsession, incomprehensible to most European or to anyone who may have spent some time in Europe. The process in the continent is made much easier by ID cards and a population register.

Proof of address is not a British obsession, not having id cards is.

So you end up with a defacto id card, the utility bill and council tax statement.

dcs34

phillw said:

SouthLondonUser said:

Yes, but the proof of address is a British obsession, incomprehensible to most European or to anyone who may have spent some time in Europe. The process in the continent is made much easier by ID cards and a population register.

Proof of address is not a British obsession, not having id cards is.

So you end up with a defacto id card, the utility bill and council tax statement.

The premise being that your local council can barely run weekly bin collections, let alone a police state.

phillw

dcs34 said:
The premise being that your local council can barely run weekly bin collections, let alone a police state.

The police have no problem running a police state without id papers.

comeocome

gt94sss2 said:

comeocome said:

SouthLondonUser said:

I decided to apply for a Natwest account, mostly because I was interested in a bank giving me instant app notifications on both debit and credit card expenses - I had made a post about it https://forums.moneysavingexpert.com/discussion/6390166/instant-app-notifications-for-both-debit-and-credit-cards-only-natwest/p1

TLDR: opening the account is taking forever and is proving to be a bureaucratic mess. If the account and the app work smoothly after the initial hiccups, I'll keep it, otherwise I'll probably switch the bank account to Starling and maybe keep Natwest just for the credit card, if they let me. Not Monzo because it doesn't have an IBAN to receive foreign wire transfers and because its process to authorise large, one-off payments seems much slower and generally worse than Starling's.

The beginning hasn't been great.

I applied for an account 3 weeks ago and immediately submitted the documentation requested.

The same PDF scan of my passport I have used dozens of times elsewhere was not accepted. I took the original passport to a branch. The copy must have got lost in some black hole because after a week I was asked to upload it again.

After 15 days I received an email that the account had been approved.

After a few more days I activated online access but couldn't activate the app because "my mobile has been updated recently" - it has not, it's always been the same.

After a few more days the switching process from my old bank started; so I logged back in, but this time "account access is restricted" because I don't yet have a card reader (which should be on its way but who knows when it will arrive). The website says there is an option to receive an activation text but I need to contact them to update my mobile number.

So I contact them and someone says that maybe it's because my number had been entered as +447 so they change it to 07 but I still need to wait a few more days before I can receive an activation code via text. Why? Unclear.

So basically these geniuses first activate my account and enable my online banking, then, while switching my account from another bank, they restrict my online access. Maybe don't start the switch till you have sent me the card reader and verified I can fully operate the account? Just a thought.

Before they restricted the account I managed to apply for a credit card. But I was asked to re-upload identity documents and to take a picture of my face in an app. But I was already a customer. Two different ID verification processes for bank accounts and credit cards, which must be repeated even for existing customers. Odd.

Oh gosh sorry to hear that. I just opened a NatWest Premier account, initially I was thinking it’s been 1 day how come it’s still not yet approved? Now I know why… at least 15 days… gosh! 

So when your account is approved and opened, then you immediately apply for the credit card? And then you realise your (online) account access is restricted? Because I also want to apply for a credit card with NatWest, the FX fee free card, that’s actually the main reason why I want to open a premier account with them. I am new to the country, so I am hoping that the fact that I qualify for premier will allow them to approve my credit card without much credit history in the country.. 

Depending on which country you come from, you may have been better applying with HSBC.

There are several debit cards which have no f/x fees if you don't immediately get a credit card from them.

You should also make sure you are on the electoral roll if eligible.

Thanks for the advice! Why would you recommend HSBC particularly tho? 

I am actually looking at their HSBC Premier, which seems to come with a credit card, regardless of credit history/ score, which suits me, as a new arrival! (Hope I am right..?!) 

thanks!

MrFrugalFever

Been with NatWest 17 years, never really had any issues, always been able to access the app and pc based website platform to make necessary payments big and small.

Only ever once made a complaint but it wasn’t anything major.

gt94sss2

comeocome said:

gt94sss2 said:

comeocome said:

SouthLondonUser said:

I decided to apply for a Natwest account, mostly because I was interested in a bank giving me instant app notifications on both debit and credit card expenses - I had made a post about it https://forums.moneysavingexpert.com/discussion/6390166/instant-app-notifications-for-both-debit-and-credit-cards-only-natwest/p1

TLDR: opening the account is taking forever and is proving to be a bureaucratic mess. If the account and the app work smoothly after the initial hiccups, I'll keep it, otherwise I'll probably switch the bank account to Starling and maybe keep Natwest just for the credit card, if they let me. Not Monzo because it doesn't have an IBAN to receive foreign wire transfers and because its process to authorise large, one-off payments seems much slower and generally worse than Starling's.

The beginning hasn't been great.

I applied for an account 3 weeks ago and immediately submitted the documentation requested.

The same PDF scan of my passport I have used dozens of times elsewhere was not accepted. I took the original passport to a branch. The copy must have got lost in some black hole because after a week I was asked to upload it again.

After 15 days I received an email that the account had been approved.

After a few more days I activated online access but couldn't activate the app because "my mobile has been updated recently" - it has not, it's always been the same.

After a few more days the switching process from my old bank started; so I logged back in, but this time "account access is restricted" because I don't yet have a card reader (which should be on its way but who knows when it will arrive). The website says there is an option to receive an activation text but I need to contact them to update my mobile number.

So I contact them and someone says that maybe it's because my number had been entered as +447 so they change it to 07 but I still need to wait a few more days before I can receive an activation code via text. Why? Unclear.

So basically these geniuses first activate my account and enable my online banking, then, while switching my account from another bank, they restrict my online access. Maybe don't start the switch till you have sent me the card reader and verified I can fully operate the account? Just a thought.

Before they restricted the account I managed to apply for a credit card. But I was asked to re-upload identity documents and to take a picture of my face in an app. But I was already a customer. Two different ID verification processes for bank accounts and credit cards, which must be repeated even for existing customers. Odd.

Oh gosh sorry to hear that. I just opened a NatWest Premier account, initially I was thinking it’s been 1 day how come it’s still not yet approved? Now I know why… at least 15 days… gosh! 

So when your account is approved and opened, then you immediately apply for the credit card? And then you realise your (online) account access is restricted? Because I also want to apply for a credit card with NatWest, the FX fee free card, that’s actually the main reason why I want to open a premier account with them. I am new to the country, so I am hoping that the fact that I qualify for premier will allow them to approve my credit card without much credit history in the country.. 

Depending on which country you come from, you may have been better applying with HSBC.

There are several debit cards which have no f/x fees if you don't immediately get a credit card from them.

You should also make sure you are on the electoral roll if eligible.

Thanks for the advice! Why would you recommend HSBC particularly tho? 

I am actually looking at their HSBC Premier, which seems to come with a credit card, regardless of credit history/ score, which suits me, as a new arrival! (Hope I am right..?!) 

thanks!

Its a personal opinion but I feel that HSBC are better/more experienced at dealing with international customers/new arrivals.

Depending on where you come from they may also offer bank accounts in both countries if needed and/or consider your credit history overseas.

A HSBC Premier bank account does not automatically come with a credit card but if you qualify for a Premier account, I imagine they will give you one (apply for both at the same time!)

Another advantage of the HSBC Premier account is the lack of monthly fees and the free family travel insurance over other banks.