How can Natwest be this bad?

Fighter1986

Well that was a fun experience.

In an effort to bag £200 of free money I switched my current account to Natwest. The switch itself went flawlessly but I can't use the account properly at all.

Account has been open three weeks.

Two card readers apparently have been sent out, neither have arrived.

I was told multiple times an online banking registration code is in the post but it never arrived so I had to wait a week and then re-register using my mobile phone to receive the activation code instead. Still no paper activation code has arrived.

Can't register for biometric approval on their app despite having used the app a lot over the last two weeks.

Tried calling them to make payments out via telephone banking but the advisor that answered sounded like a hungover 18 year old being woken up by his parents; he answered the call with "...err, yeah?" and hung up on me when I gave him my customer number.

Online advisors are no help they just keep telling me to keep waiting.

I'm not entertaining a long term relationship with an institution like that. 

Don't need any advice on this one, just wanted to share my experiences dealing with this bank.

Suffice it to say, now that the £200 has arrived, I'm in the process of opening a new account with my old bank and transferring back to them.

ForumUser7

I know you said you’re just wanting to share the experience, but it is worth mentioning you could consider raising a complaint. This may get you a compensation payment for poor customer service, a little extra free cash.

cymruchris

Total opposite experience to me then. Opened my account online a couple of weeks ago - downloaded the app, and my account details appeared 24 hours later. Opened their high interest savings account, that was added to the app after a few hours. Switch went smoothly, donor account closed and incentive received yesterday. App has all the biometrics working, and have full access to internet browser banking as well, so for me, so far no complaints. 

I suppose it's the usual thing in life - there will always be times when things go wrong, and plenty of times when things go right that nobody mentions. All banks get it wrong, but it's a shame that account opening still experiences these glitches.

MikeJXE

Totally opposite for me too in fact I have decided to use NatWest as my second bank just in case (my regular bank gets frozen which seems to be happening more often) 

I have opened the regular saver and linked NatWest to my Marcus account 

[Deleted User]

Sounds like the local post is bad. Dealt with RBS a number of times and never had issues. I do with my post though. 

TheBanker

I've been a customer of Natwest for over 20 years and never had cause for complaint. Never had a problem with things arriving through the post, making payments or using their online banking/app. And when I have needed to speak to their staff, they've been professional and helpful. 

Fighter1986

ForumUser7 said:

I know you said you’re just wanting to share the experience, but it is worth mentioning you could consider raising a complaint. This may get you a compensation payment for poor customer service, a little extra free cash.

Oh I have, they've acknowledged receipt of it. By the time they get to resolving it I'll be back with my old bank. 

Fighter1986

[Deleted User] said:

Sounds like the local post is bad. Dealt with RBS a number of times and never had issues. I do with my post though. 

That may be the case, but that doesn't justify the app not working correctly with biometrics in a timely manner, nor does it justify the slackjaw approach of the telephone advisor I seemingly dragged out of bed.

EssexExile

How can Natwest be this bad?

Years of practice.

Rob5342

It's normally best to keep your main banking with a bank that suits your needs, and have a separate account you switch round the banks to get the bonuses.

pridehappy

I wouldn't worry, Lloyds Bank is even worse when it comes to staff. Different answers to the same questions from staff, 3 hours in the branch, 4 hours on the phone, 2 complaints and 5 replacement cards and £80 later still no resolution so ended up switching after nearly 120 or so years collectively between my family. Halifax wasn't much better.

Switched to Nationwide Building Society and had no issues so far, and cards are much more reliable. From my personal experience, the big banks are probably the most intermittent. The smaller banks, subsidiaries and building societies are more proficient at their jobs.