Utterly appalling service and incompetency. I tried 3 times to move a direct debit payment for a NatWest loan from my NatWest account so that I could close the account. I sent off the required form to the Manchester address twice - no result. I then went into the branch at Covent Garden where they did the same - sending it via the normal post and ALSO through their internal mail system. No result - the payments were still debited from the NatWest account. I was told I could make a complaint from the Covent Garden Branch and stayed to do so, staying with the manager in his office waiting on the 'phone for almost 20 minutes. Unfortunately, the complaints team must have been very busy that day as we never got through to anyone. After 20 mins I had to go back to work but the manager kindly stayed on the 'phone to wait. He rang me later in the afternoon to say that he had got through but couldn't make a complaint as I had not been with him in the office at the time. The direct debit - almost a year after I first started to try to change it is still coming out of the NatWest account I wanted to leave. I also went into the Strand branch where they were less helpful - they said it was nothing to do with the branch and couldn't help although they did say they would try and call someone. I sat waiting in my lunch hour. The lady who went to call had still not returned after almost 15 minutes and I left. Today, trying to help my mother who is elderly and has no online banking we spent an hour waiting for someone to answer the phone. A fortnight ago, mum went round and round the automated system before giving up trying to speak to someone. At the present time, all phone helplines are of course very busy - but I have called the mortgage company, a loan company and a credit card company within the last few days - waiting a maximum of 15 minutes to speak to someone, and in 2 cases, considerably less. NatWest - I don't believe you couldn't have arranged the direct debit to be taken from another bank, I don't believe you make a proper effort to provide easy access to telephone service with an agent - very important for those who are elderly. I am very happy to be contacted about what I consider to be dirty tricks.