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NatWest online banking registration

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baser999
baser999 Posts: 1,182 Forumite
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edited 15 July 2023 at 3:06PM in Budgeting & bank accounts
My mothers moving into a nursing home next week and it’s felt it’ll be easier to keep track of her account online. To this end we’ve been trying to register but what a nightmare 😱 We’ve input all her account details, card numbers etc and then it says we need to sign and post the application? So I print it off and it’s only the last few paragraphs, no references, so how would the NWB ever know who the signed form is  from? There seems no facility to actually apply online here and now. 
In the supporting video guide the applicant inputs personal and bank account details and then on the next screen a verification code which clearly isn’t what’s happening to us. Could this be due to us not declaring a mobile number? Mum doesn’t have one and I feel if I show mine we could be creating security issues? Not tried using my number for fear of prejudicing her application. If the mobile number is used purely to send the required code, it might not be a problem?
Any advice would be welcomed since I can’t see that submitting a signed few paragraphs of her application (with no reference) are going to get us anywhere. 
Tried their chatbot 😂 just as useless.
I would add that my partner registered her account a month or so ago, none of this nonsense, on-line banking available pretty much straightaway.
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  • Brie
    Brie Posts: 11,161 Forumite
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    I'm assuming your mom is of sound mind still?  Might be easiest to contact the bank and ask to get 3rd party authority on her account.  We did that with NatWest and they sent someone to the place MiL was at the time (community hospital prior to move to care home) and they chatted with her to ensure she was ok with the idea and then signed me up as having authority to run her account on her behalf.  That meant I could have online access, had a card to go to the ATM or shops etc.  Made life much easier while we looked into getting POA.  
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • born_again
    born_again Posts: 15,323 Forumite
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    You need to go the correct route & get power of attorney.

    In effect you are breeching the T/C of her account, by accessing it.
    Life in the slow lane
  • Brie
    Brie Posts: 11,161 Forumite
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    You need to go the correct route & get power of attorney.

    In effect you are breeching the T/C of her account, by accessing it.
    who's breeching the T&Cs?  I assumed the OP was sitting beside mom trying to help her navigate rather than trying to do this without mom's "help".
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • baser999
    baser999 Posts: 1,182 Forumite
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    edited 16 July 2023 at 7:59PM
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    You need to go the correct route & get power of attorney.

    In effect you are breeching the T/C of her account, by accessing it.
    Didn’t say we were accessing her account, simply applying for online banking. Only access we’ve had to her account is to physically write a monthly cheque to her carer, which she signs. She’s had to give us the account details to make the online application.

    @ Brie, this might be the easier route but will wait for her to settle in first. Would have been so much easier had we have been able to have done this together this afternoon 🙁
  • Brie
    Brie Posts: 11,161 Forumite
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    I do agree that POA is the correct route but there are intermediate steps that can still be taken while that's being progressed. 
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • born_again
    born_again Posts: 15,323 Forumite
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    Brie said:
    You need to go the correct route & get power of attorney.

    In effect you are breeching the T/C of her account, by accessing it.
    who's breeching the T&Cs?  I assumed the OP was sitting beside mom trying to help her navigate rather than trying to do this without mom's "help".
    Assumption the mother of all evils.

    Learnt a long time ago never to assume. Just read what is written 👍
    Life in the slow lane
  • Brie
    Brie Posts: 11,161 Forumite
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    reading the first post again I do believe it is the lack of mobile number that is the issue.  I don't know why using your number given your mom doesn't have a mobile would be an issue.  If there are any concerns then I would simply ensure that once your mom is on line that she adds a note somewhere (where?) to say "please note the mobile is baser999's".
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • enthusiasticsaver
    enthusiasticsaver Posts: 15,765 Ambassador
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    edited 15 July 2023 at 6:21PM
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    I have recently activated a power of attorney over my mums bank accounts and registered for online banking with Nat West.  No problem at all.  I would advise going down that route but maybe in the interim period you use your mobile number. Most banks use two stage verification although I have just used my home phone as verification for National Savings so not sure why Nat West insist on a mobile. In the meantime do as they ask and send off the online access application as sometimes they seem to need that done anyway. 
    I’m a Forum Ambassador and I support the Forum Team on the Debt free Wannabe, Budgeting and Banking and Savings and Investment boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
  • baser999
    baser999 Posts: 1,182 Forumite
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    Brie said:
    reading the first post again I do believe it is the lack of mobile number that is the issue.  I don't know why using your number given your mom doesn't have a mobile would be an issue.  If there are any concerns then I would simply ensure that once your mom is on line that she adds a note somewhere (where?) to say "please note the mobile is baser999's".
    Run it through again, using my mobile and still getting same reply that application needs to be printed off, signed and sent in. Signature page is still only the final couple of paragraphs of the T&Cs and still no applicant name or any references 🤔
    Looks like it’s down to phoning them although they’ll probably quote data protection to me, even though I’m really only wanting general advice
  • Brie
    Brie Posts: 11,161 Forumite
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    Tell them it's general advice.  Of course depending on the automated phone system it may be impossible to get through without giving them an account or card number.  
    "Never retract, never explain, never apologise; get things done and let them howl.”
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