“I have taken a loan from them and when I wanted to make overpayment they told me I still need to pay interest for the time I have reduced my term. So my term is 4 years and if I want to make one off payment (half of the amount I own them ) the term will be reduced in half to 2 years but I will still have to pay interest for 4 years .
I have taken other loans in the past and every time I was making overpayments I was getting interest rebate. I was tricked by the low fixed interest rate of M&S but now I will end up paying more. In future I will stick with Admiral or Tesco bank !”
“One of the worst mobile apps and online banking.
I reset my password after being told it was incorrect even though I am 100% sure it is the correct password. But still can't log in after 3 resets and keep being told the password is not correct.
I called customer service and they offered me a reset from computer, I reset from my laptop again and it showed a successful reset my password, YET, I still can't log in. Although I reset it 4 times in total.....the message still says: The information you entered does not match our records. What an useless App and rubbish online banking???”
“Terrible customer service - computer says no mentality where the right hand doesn't seem to know what the left is doing.
Never actually completed the application because the communication from them was so rubbish - they asked me for information, I responded, didn't hear back and chased. In the meantime they were sending standard letters asking me to respond. Eventually I called them and was told they'd closed the application because I hadn't sent them some information they'd never actually asked me for.
Person I spoke to was intent on blaming me as the customer but eventually apologised when it became clear she didn't have a leg to stand on.
Awful customer experience. AVOID”
“Worst ever log in. Asks questions and says answers aren't long enough. Also forces you to use password you won't be able to remember with silly rules. Really disappointing as have had to write the password down which is not great”
“very difficult bank to communicate with due to overseas customer service with representatives who have accents and find it difficult to understand , making payments to your cards and accounts are hard , auto payment system is very intermittent. frustrating and long winded payment procedure ,”
“Having filled in the details on the app to make payment on my creditcard, it continually freezes on the final page, leaving you with no idea if the payment has been made. I have uninstalled and re-installed the app many times and it still freezes. I then tried to log on via my laptop and had the most convuluted process with additional codes needed to log on, which were needed from the app homescreen (aside from the original security questions and passwords).
I finally log on and make payment and then needed another code to log back in, as once payment is made you are taken away from homescreen. I still have no idea if the payment has been successful! A complete waste of time and inefficient process. The app is often down too and means i cannot make credit card payments in a timely manner.”
“Useless- trying to pay credit card bill and this is be most difficult process I’ve come across. Once you obtain security code no easily accessible place to input information as timed out. Once all details are entered it just spins and doesn’t proceed with payment, so unsure if have to resubmit all information which is a concern.”
“I started use this bank account to activate a credit card.
Firstly after you register you try to log on on a mobile website... showing you your login with ***
Under ask you about security code from M&S app, a lot of hassle with that, like in none other bank what I ever use.
You have to be careful when you log in with a security cod because, when you click to type code, Google show you straight away your password to accept. One you click it you are blocked and you have to ring them.
Even if I order credit card to make a transfer I can't make any transfer to another account and credit card, there is no opinion.
I tried to transfer balance from M&S card in another bank credit card options, but M&S not allowed to do it.
Be careful with balance transfer because it is just to transfer TO your M&S credit card, and no other options to reverse.
Credit card suppose for transfer and purchases you can use just for purchases.”
“The absolute WORST EXPERIENCE!!
Took at least 30 attempts to set up security on the website. The app was just as painful. Will be limiting my use of both.”
“I received a new marks and Spencer’s credit card and have activated it, every time I have tried to use it it does not work . Will have to get a new one with a different company . Absolute waste of my time”
“Just received a balance transfer letter in the post today. Tried arranging this online as advised. The online banking tells me a balance transfer is not available on my account. So I ring them, 20 mins waiting. Get told they'll send me a direct link to the balance transfer page by email. That was an absolute lie, still no email hours later. I then contact them through the app chat, they ignore what I've told them has happened and send me a generic text to apply on my online banking and if I have problems, to ring them. Like wtaf are these pple getting paid to do?
So I try again on the chat, no one available unsurprisingly. So yet again, I'm on the phone waiting knowing full well that 30 mins before they close, no one will be answering. This is an absolute joke.”
“Useless m and s banking App. Complete waste of time; doesn't even allow balance transfers onto your card. You have to go through a long winded system and practically have 2 devices to be able to use a generated code to log onto the Online banking, a separate website.
If you waste too much time doing this you get locked out. To unlock your details you have to ring their number, which is permanently engaged or they have a closed for the day voicemail message !! I've lost weeks of not being able to use my card. I don't know why the website was set up like this in recent times. Useless. Not happy with how it is currently.”
“The app is like breaking into a bank and when you get there nothing is there, cannot even open a statement. They had put my last lot of online purchases as groceries, which rang alarm bells. Then I went onto the chat and was answered by a robot!
NOW I AM CUTTING UP MY M&S CARD, I HAVE USED THIS CARD FOR YEARS BUT NEVER AGAIN! If I cannot use the app when I used to be an IT Manager, what HOPE is there for others.”
“I called M&S loans this week to get a balance. In order to access my account I was asked for my account number, which I didnt have to hand, but the individual on the phone who answered was obviously not in the mood to be helpful that day. She proceeded to tell me to go into my banking app and to find it. I couldn't. So I asked if there was a better way and she then proceeded to ask me some DPA questions. These were as follows - my full name, age at next birthday, full address and postcode, Bank account number, sort code, DD amount, Mums maiden name, bank name, ACCOUNT PASSWORD etc etc. At which point, after giving all these details, I refused to give anymore details as In my opinion that amount of questions to gain an account is BEYOND reasonable. Then I got hung up on so I called back. Again I was asked around 5 DPA questions, which I passed and was told I would get a call back with the information I requested, I was told it would take a few hours. THIS WAS 2 DAYS AGO. Please get your act together Marks and Spencer because if you continue to offer this level of service your business will fail. Im still waiting for a call back with the information I need.”
“Have nothing to do with M&S Bank!!
I have had a credit card with this bank for many years, but when I really need it, they are not there for me. I have fraud of more than £5000 on my card.
Here are my specific complaints:
1) They did not stop two significant and large fraud claims, nor did they contact me about them;
2) They have no obvious way to report fraud: there is no dedicated or publicised fraud reporting line - nor is any number given on the back of my credit card;
3) The chatbot was useless - of course...
4) They have no 24 hour fraud reporting service - only standard office hours;
5) Fraud and refund teams work separately, meaning that having stopped the card, you then have to call a separate number.
6) The retailer (where this fraud was committed) determined that the transaction was fraudulent before handing over any goods and reported this to M&S Bank, yet the bank did nothing to stop the transaction.
7) I have been given 4 numbers I've needed to call to deal with fraud on my account: A) on the back of my credit card (not 24-hours), B) one which FINALLY came through on a text, then C) given to me by the guy who answered the call from the text, and from that, another number given to me by someone who answered the call from C). I have been holding for more than 15 minutes.
They still refer to the Covid Pandemic as being the reason for not having a 24 hour phoneline - I no longer believe that this is acceptable as a reason.”
“The mobile banking app is extremely limited. I am trying to request a pin reminder and have been conversing with the help assistant - give me strength! Very frustrating!”
“Only just got credit card the app is no good at all a complete waste of time ! Just went to long in again blank screen no wonder they are loosing customers with this app should of read the reviews first !”
“I agree with many other reviews. I have been trying for 3 days to sign in with biometrics. Click on the button to sign in, it goes grey.......then wait until you give up and find something better to do with your time!”
