“Absolutely appalling customer service. Long wait time on the telephone. The agents appear to be uninterested in concerns raised and just trot back learned standardised phrases. No email address provided to raise a complaint. You have to telephone and it feels like the complaint is kicked into the long grass. I would avoid.”
“I cannot access my on line banking account as it keeps telling me I have entered an incorrect password then it asks me to enter my dob but the calendar does not work. I rang the helpline and was told i need to generate a security code and was sent an email. I have followed the email but the wording does not come up on my screen and I can see no way of generating a code. I have been going around in circles for the last 2 weeks and I have reached the end of my.patience limit. I am 76 years old and am completely happy with tech but this app is the pits”
“I was advised this evening there was a transaction pending and if I didn’t ask for this then to contact you. I was then subsequently told you could not stop the transaction and I had to contact the retailer and then claim the amount back from you.
This is a complete disgrace. The only saving grace is it was a small amount but it could have been a lot worse and I am the one who is out of pocket, Your fraud department is seriously lacking as any other bank would have resolved this over the phone.”
“Absolute rubbish, I have spent hours on the phone trying to register for internet banking but despite putting in correct card details etc I am thrown out every time. I have had an m& s card for years and would expect better service from you!”
“Dreadful phone staff barely speak let alone understand English, couldn't read security questions correctly thus saying I had wrong answers. That was a first! and unacceptable. Archaic bank policies to a couple who have shared accounts for 55 years and only bank USA or UK that will not let husband give permission to speak to wife who has handled the fiscals, again for 55 years. When others are so much better, why bother with this dinosaur?”
“I’ve been trying to contact the bank by phone
which is very hard, waited 15 minutes yesterday gave up and tried again in the evening eventually got through but couldn’t help me until I had physically received my pass.
Received the pass now and tried again to get through by phone waited about 20 minutes again, will try again this evening. I don’t call this good service.”
“My credit card was stopped due to change of address and post being returned. I telephoned with new address and they reinstated my card. I was told they would send my statements out to my new address. Just checked with them and note they have sent them to my previous address again. I am now waiting again for the statements hope this is not another month.”
“I just want to make a payment on my credit card and it has become ridiculous wanting all sorts of of stuff ie generating codes I just want to make a simple payment as I have done in the past . as soon as I can (if ever !} make a payment I will close the account”
“Just cancelled my new credit card. Tried to do a balance transfer and it closes down before you can put the information in. Then it locks you out when signing in with the correct info and you have to ring in. Tried again and again, locked out. Had enough Cancelled card. Did my bank transfer with a new bank, no problem. Very disappointed I thought M&S would be upto date with technology.”
“I've been a credit card customer for about 2 years but am probably going to cancel. M&S Bank tries to be modern but is exceptionally old-fashioned, with creaking systems that seem to constantly be failing.
Couldn't pay my balance online for months and months, had to do it over the phone. They still have my address wrong because 'the system can't handle my flat number'.
They have a useless 'AI' chat bot called MOBI which never gives you useful information. If you phone up, they will try to push you to use MOBI first. MOBI usually ends up putting you through to a human, who then tells you to phone the number you phoned originally.
Today I had to spend 30 mins on the phone to try to get Google Pay set up, only to be told 'wait 48 hours and try again and it might work', which is the last straw.
Their customer service is good, but I'd rather not have to deal with customer service in the first place. Unfortunately the systems behind this bank are a disaster and desperately need to be brought into the 20th century (let alone the 21st) as it's not fit for purpose in the modern banking world.”
“I spoke to Mark today(and another customer adviser whose name I don't remember) to query a missing credit card statement and the Interest applied, on behalf of my elderly Mum. Mark listened to the back story & was very helpful and professional. He called my Mum back and was able to reassure her, and to correct the problem. I mostly dislike the move away from face to face service, but once I made contact, this was excellent customer service.”
