51 Years of NatWest Ends!!!

Bazzalona13295

I've only had an account with them for around 12 months, really just to get the saver account and put another account on the Yougov Finance list.

Never had a problem, however I DID do a mystery shop the other month where their customer service was dreadful.

The initial visit took forever when it should have been a simple 5-10 minute job, the booked telephone call never materialised and without explanation, the phone calls I then made failed to get through to an actual human being and the final attempts to speak to someone via the webchat proved equally fruitless, not often I have to say 'look, they're useless. What more can I do' but on this occasion I did.

So I'm sure there will be customers who have had similar troubles.

Rawrzy

I think Natwest have a really good app, and the reward account offering is solid. Their customer support if anything slightly more complicated happens is awful though, we had a dreadful time going through their bereavement process due to it being slightly more complicated than the norm. You'd speak to a different agent every time you contacted, they all gave different information, and everything just went round in circles till months later we finally got into contact with someone who actually saw the issue and dealt with it.

DullGreyGuy

SiliconChip said:

DullGreyGuy said:

Natwest is a breeze to deal with compared to Nationwide... think they have modernised a bit since my dealings with them but there was a lot of having to post forms to them (eg CoA) or going in branch which then just gets posted internally whereas NW and all our other banks you could self serve online or via telephone banking

What are you trying to do with Nationwide that can't be done online or through the App? It's probably 15 years since I had to go to a branch to do something other than pay in cash or cheques, neither of which I do any more. All the account opening I've done in the last 10 years has been achieved online (there might at some point have been a form to sign, but I don't recall anything in the last few years). At no point has CoA required a form to be completed. Perhaps there is some peculiarity to the way that you operate your account that makes them ask you to do things that nobody else has to.

At the time, and it probably was a while back seeing how long its been since we moved house, you couldn't do a change of address online... maybe I didn't have telephone banking, I don't normally bother phoning banks these days, but certainly when I sent a general message the reply back I got was to fill in a form and post it off and it would take a few weeks to process or I could go in branch but it'd still take a few weeks to process. 

I accept they may have caught up but they were just really old-fashioned and clunky when I was dealing with them. Stopped banking with NW even longer ago, at their request, but even then I could update addresses online etc. I do currently have mortgage with them and the only criticism would be the wait time to call them. 

jefaz07

I have a NatWest current account and 2 credit cards. I have never had an issue and I’m in no hurry to move on. Very happy where I am. 

Rob5342

subjecttocontract said:

mortgageFTB said:

Crazy that people stick with a company for decades lol.

Not really......I'm a great believer in finding something that works and sticking with it. It's not compulsory and it wouldn't do for us all to be the same......imagine how boring life would be if we all did the same as you !

Each to their own as they say. The way I see it there is always something better available so I'm always looking at other options. I always change utilities, insurance etc every year, and I've opened 15 current accounts in as many years (I didn't switch every time,  some were just to try out or to use for specific purposes). My main bank at the moment is Monzo and they are far better than anything I've had before, but if they stop the cashback they are currently offering I will probably switch to Starling.

Largs

Rawrzy said:

I think Natwest have a really good app, and the reward account offering is solid. Their customer support if anything slightly more complicated happens is awful though, we had a dreadful time going through their bereavement process due to it being slightly more complicated than the norm. You'd speak to a different agent every time you contacted, they all gave different information, and everything just went round in circles till months later we finally got into contact with someone who actually saw the issue and dealt with it.

Hi.  I too am going through their bereavement process and have never come across such poor service.  Have been waiting months for them to release my dad's balance and all they do is ask for propate paperwork that they have had for months.  Ive made a complaint to the bank and waiting to hear back.  Awful bank.

Rawrzy

Largs said:

Rawrzy said:

I think Natwest have a really good app, and the reward account offering is solid. Their customer support if anything slightly more complicated happens is awful though, we had a dreadful time going through their bereavement process due to it being slightly more complicated than the norm. You'd speak to a different agent every time you contacted, they all gave different information, and everything just went round in circles till months later we finally got into contact with someone who actually saw the issue and dealt with it.

Hi.  I too am going through their bereavement process and have never come across such poor service.  Have been waiting months for them to release my dad's balance and all they do is ask for propate paperwork that they have had for months.  Ive made a complaint to the bank and waiting to hear back.  Awful bank.

Yeah we had to go through multiple complaints too. It just feels like they've got a lot of staff that aren't trained very well and even worse aren't willing to pass you over to anyone who is.

Thumbs_Up

Been with NatWest for under 2 years, i like the 6.17% digital saver and i have the 6.20% 2 year ISA which now is starting to look very good. I'm sticking.

Edit- i should add they won't give me a overdraft on the debit card, but hey-ho.

SevenOfNine

I also had to deal with Nat West when my mum died. Branch & phone bounced me from one to the other & back again when the on line bereavement notification proved not fit for purpose.

Weren't even capable of freezing the account (I had death cert will).  Formal complaint & compensation resulted, but experience was awful.

Largs

SevenOfNine said:

I also had to deal with Nat West when my mum died. Branch & phone bounced me from one to the other & back again when the on line bereavement notification proved not fit for purpose.

Weren't even capable of freezing the account (I had death cert will).  Formal complaint & compensation resulted, but experience was awful.

Yes, my dad had accounts at Halifax and Nationwide, these account were closed and settled months ago.  I don;t kniow why Natwest are being so difficult as they have the same court papers the other 2 got.  I will be looking for "compensation" from them too.  They have held onto a large sum of money for no reason and blatently lying to me over when they received paperwork.