Locked out of accounts

AstonSmith

For the benefit of the thread, when it comes to RBS and NatWest, they have their own implementation of biometrics on top of any used on a phone or tablet (e.g. TouchID on an iPad). It tends to be used for authenticating big payments and, in the OP's case, is supposed to let you back in on a new device.

https://www.rbs.co.uk/support-centre/general-banking-information/general/what-is-biometric.html

What if I lose my phone?

Don’t panic. As the biometric is securely stored within Royal Bank of Scotland servers and not on the individual app, there’s no potential data loss from losing your phone.

When you set up the Royal Bank of Scotland app on a new phone, you’ll be asked to match your face and voice to those that we hold. Then, you’ll be ready to carry on using your biometrics to confirm it’s really you.

Chief_of_Staffy

What, you mean you're not fully up-to-date with cutting edge computing technology and its integration with biometrics and version compatibility protocol involving app-based banking implementations? No wonder you got yourself into this sorry mess. Go do that Phd and then try again.

bouicca21

Update for anyone who is interested to know the outcome. I was promised a call on Thursday, but it didn’t happen, so I decided to make a formal complaint. It is not easy to complain without being directed to the FAQs or the chatbot but I persevered and eventually found an online complaints form, which appears to be aimed at business rather than personal account holders. Filled that in on Saturday.

Late on Monday afternoon I finally got a call from the NatWest branch, telling me that anccess had been restored, and almost simultaneously had a response to my formal complaint. The complaints handler talked me through the process, since it was not clear whether it needed new security and password details or the old ones.

But I am indeed back in, and have been paid a modest sum in compensation. I will nevertheless be taking my business elsewhere.