“Wanted to make an international transaction for £4.99!. Not possible online, I have to call. It takes me 10 minutes and I am still not finished with security questions? I am not a native English speaker, the customer assisten isn't. First I ask ther to speak slower so that I can understand her. Then she starts to ask about random transactions that I made and is spelling random names, when I can't understand her, she gets loud? Really? ... I am starting to look for another bank.”
“have used M&S credit card for many many years. When i needed them during Covid, nobody available to speak to and even when I sat on hold to get through to the disputes team they had somebody talking calls telling their customers that they were NOT talking any calls inorder to streamline their workload !!. Appalling customer service and I am moving away to a company that will be there when I need them.”
“Tried to open a account, took over a month and was told we had to start all over again. The site was Gemini Warrington but got told we had to talk to H Q this was a waste of time no one understood there system with regards to Court of Protection I only wanted to invest £80k !! Paperwork a joke F A Johnson”
“Needed a second payment holiday, phoned to confirm what to do, the paper work to fill out is stupid, takes at least an hour, it's almost the same as the loan application, not happy.”
“Just opened an account and had to call customer service to verify. Disappointing as it felt like I was speaking to someone so far away they were on the moon. Her energy was so draining that as she spoke she was sucking the life out of me.
I will keep this a a basic account as I am already dreading if I have to call customer service for anything else.”
“Just opened credit card and already regretting it. Received zero correspondence either via post/email and already waiting on 2 weeks for card. Phone customer services is poor and the people on it sound like they have had happiness sucked out by dementors. This is not just food its a rubbish bank.”
“Refused to accept POA certified copies ( not a problem for HMRC, DWP, Debenhamsetc) - very unhelpful with regards to my status as relatives's POA ( who has drnentia) . Sending me ( yes, they changed everything to me on relative's account but won't talk to me ? unnecessary paperwork, all i want to do is close account! Utterly disgraceful in the way they have handled everything! Extremely unhappy!”
“Almost impossible to get through on the phone to resolve problems with my credit card. This morning the service is unavailable, this, after answering many automated questions. Service very mixed when you do eventually manage to speak to someone. Allow at least an hour for your phone call. Will be cancelling this card.”
“I tried to pay for an online purchase this evening (car tax) using my M&S MasterCard and the transaction was not authenticated. I have had this on the odd occasion before due to security reasons, but what surprised me was the fact that you can no longer speak to anybody by telephone after 8.00 pm. So basically it means you are stuffed for example if you are trying to pay for fuel or a hotel bill somewhere after that time and something blocks your transaction. Fortunately my Santander MasterCard was successful. Be warned!”
“They didn't. Tried phoning and after entering all security questions and holding for 15 minutes I was asked again for my security details.
Went to register for an online account and despite having a credit card with them they asked so many questions I gave up.”
“I have just called the helpline as I was having trouble logging on. The gentleman was very helpful and I was told that this was unlocked and I need to order a pass code. 45 mins later and another call I am still no further forward. Unfortunately these call centres are abroad and it is often difficult for them to understand me and me to understand them. The problem is still not sorted.”
“Wholly dreadful at the moment. Wait until you see at least an average of 4 star reviews. It's so awful trying to bank online without a physical pass key because you need a physical pass key just to sign in. The telephone help line is not always on UK land, which means British people are not employed to serve British customers. I tried Switching to Halifax out of frustration with M&S. Dreadful, stay clear until you hear things have improved.”
“Unauthorised transaction couldn’t speak to anyone but an overseas call centre - that person told us someone would return our call in 3 to 5 days. Tried doing through the app but have to fill out lengthy forms. We have other credit cards with other banks and this is dealt with effortlessly.”
“If you try to pay your credit card or anything else using Google chrome browser on the M&S Bank site you may have a problem. There is a problem that the payment doesn't go through but the initial transaction says it did you then incur costs M&S Bank knows there is a problem but they don't tell there customers so you pay late fees etc and they make more money. That's dishonest but when you complain they try not to raise it as one there is something up with this bank.!!!!!”
“Had a minor problem getting a new debit card to work 2 of M&S Banks wonderful staff Angela and Isabella have been so helpful and have no rectified this excellent customer service wood definitely recommend using M&S bank”
