NatWest online application and switch process

dealyboy

... I've copied this (with edit) from another thread where it may have been overlooked.

I applied for a NatWest Select account online Thursday 23rd Feb evening, switching a Santander donor account, seemingly successfully.

I took a screenshot of my account numbers and customer number. I expected to receive a Welcome e-mail within a couple of days. However yesterday 24th Feb evening I received an e-mail inviting me to login to view a message about my account ending <nnn> (correct).

I was unable to setup online banking after entering my personal and account details receiving the following

• We have not been able to identify the details you have entered against our records.

  Please complete all fields where possible and check the details are entered correctly.

I phoned Customer Services who said it was because I'd requested a switch and that the records showed the switch completed 24/02/23. I should wait until my new account details had been registered which might take another day before I could create an online account and activate it.

Now the latter point is fair enough it was what I expected from the info at the end of the application , but as I said to the CSA my switch is completed? it should take at least 7 days?

I think things are OK I've not been rejected but I'm confused. I asked if this was normal when people applied for a new account to receive a mailbox message before it could be accessed and was told no, it was because I had requested a switch with my application.

Does this make sense to anyone?

Band7

No it makes no sense. You were either given misinformation or you misunderstood. No switch takes place within 24 hours. Your Santander account will still be there now. 

IIRC, you have to wait for some information in the Post before you can set up your Natwest online access

Band7

Here are details about registering for online banking. Seems it is not always necessary to wait for info by post.

https://www.natwest.com/banking-with-natwest/register-for-online-banking.html

dealyboy

Thanks @Band7 (twice) ...

I made a further couple of phone calls to Customer Service and I now understand about 95% of what happens ...

- apparently the switch has commenced
- I needed to re-register (login didn't work either), 'Forgotten your login details?' so I selected a new pin and password, received an acknowledgement text followed by an activation code by text.
- I was then able to login to online banking using customer no. and security details to the full service
- the message in online banking mailbox was a welcome letter
- after logging out, logging in again allowed me to only use a restricted service which doesn't allow one to view transactions, statements or make a payment (not a problem) until I can enable the full service via a card reader which is being sent to me or until 3 days have passed (Tuesday) when I should be able to update the security in online banking to use my mobile phone for an OTP final step in the login

phew! two things ...
- at least telephone customer service is 24/7 UK based (7/10) online chat (3/10)
- I still have the mobile app to go yet    edit: no problems