“I have just joined M&S Bank and have already found the customer service dreadful. Wrong details on my card and still not sorted after 3 weeks. Beginning to think I have made the wrong decision to join M&S Bank.”
“I see from other reviews I’m not alone in finding the M&S banking app difficult to use. I only want to check my balance and available to spend so that I don’t exceed my credit limit which is set up to pay in full anyway, and I’ve never exceeded it, yet M&S refuse to increase my credit limit. The app seems to have been changed again today and I’ve just given up trying to find what I wanted.”
“Not surprised at all the bad reviews. M&S bank are impossible to talk to, on line or on the phone. I only have a credit card with them but since they’ve changed the on line process it’s gone from very simple to very complex. I only want to see my statement to check and then pay monthly but have to go through all the security on the app and the online banking. I use other banks on line no problem but M&S have just not got it right.”
“Do not be fooled by their Personal Loan promises. Firstly, the rate that advertise is almost always not the (much higher) rate you end up paying. But most importantly, don't consider and M&S Bank loan if you need the funds within two weeks. Their process is the SLOWEST around and their communications are non-existent, so you are left waiting for news for days on end.
Absolutely atrocious. And unapologetic.
Borrow from someone else.”
“Basic functions such as DDR set up on app and online banking really poor. Chat service sometimes helpful but in this day and age M&S need to up their game if they want to keep banking customers. Cancelling credit card because of dreadful banking system…”
“Shockingly bad service following my credit card being turned down for NO reason. DO NOT RELY on this credit card. What’s gone wrong after many years of excellent customer service. Customer complaints were hopeless. Will never use them again,”
“Really poor online service. Credit card banking app is also poor. No response on ‘chat’. Will be cancelling my credit card because of this dreadful online banking/app. Need to get into the 21stC with their online banking services and make it user friendly.”
“We tried click & collect 500 euro but were unsuccessful. It kept saying the nearest store is in Charlton whilst we were actually in Bromley store. Pathetic app.
Eventually we got the euros but got the rate of 1.13 to a £. Online app rate was £1.15. So lost out a bit. It’s really appalling M&S app.”
“Marks & Spencer Banknis the worst ever and their card service is even worst Inhave had a problem for nearly a year &!their service I The Philippinesis terrible . Tge staff their talk down to you as if your are the one not speaking English. Terrible terrible terrible”
“I cannot verify a payment for an online purchase using the banking app - the app churns on and on and eventually I’m timed out. I spent nearly an hour trying to resolve it this evening. I told one advisor that I just wanted to revert to the system whereby I was sent a verification code by text. She suggested that I delete the app and they would then revert to the messaging system. I deleted the app but on trying to complete a purchase, I was again told to verify it via the (now nonexistent) app. Hopeless system. This isn’t the first time I’ve had problems with it. I’m not sure what point there is to having a credit card that I cannot use online.”
“In April I accidentally withdrew money from my Nationwide account with my M&S credit card instead of my debit card immediately incurring a charge. My monthly direct debit had only left my Nationwide account that day so I decided to pay off the balance on my M&S credit card account, that day, to avoid further interest charges.
I accessed the M&S bank online possibly through the app, otherwise via Google and found a sort code and account number for my credit card account. I did a bank transfer for a substantial sum and the Nationwide security check confirmed that I was transferring the money to the M&S bank. The money did not show on my credit card account that day but the monthly direct debit takes a day to show. As it did not show the following day I contacted M&S and a helpful lady said she would look into it and in the meantime gave me a temporary credit for the amount transferred. When I checked to see if the transfer had been found I was told that it had gone to an HSBC account but HSBC would not investigate it as the transfer was not from M&S Bank. I was given, in error, another temporary credit which was later removed and I was also given two compensation credits as the person who had handled my first enquiry had not followed the proper procedure. I contacted Nationwide and asked for a trace to be put on the payment. I heard nothing so I contacted them again and was told a trace had been put on the payment and I would be notified when it was answered. I next heard from M&S bank that the transfer had not been traced and the temporary credit would be removed. Then they told me, sorry it had already been removed (it hadn’t) then they told me they had removed it.
They changed the dates on the account for the temporary credits to the day of the original transfer, I do not know why.
I contacted Nationwide who told me they had received an email from M&S bank a month earlier stating that the money had been received and credited to my account giving my name with first and surnames reversed. (The bank transfer had had as a reference my M&S credit card number)
I have given M&S all these details but they seem to have closed their enquiry.
No third party was involved so this is not an ordinary scam. Is it just total incompetence or is an insider at work intercepting bank transfers?
Has anyone else had similar problems?
As far as Nationwide is concerned they have been told by M&S bank the payment went through and had already been credited to my account which is why they did not notify me of the result of the trace.
As far as M&S bank are concerned they have not received it so I must pay again.
I have been amazed at the dilatory response to a probable internal scam. I am taking this matter to the Financial Ombudsman. At age 89, with impaired hearing , this has caused me considerable hassle and stress. I wish that I had consulted this website before taking out the M&S credit card.”
