“Have been a customer over 40yrs, awfull service. I wanted to transfer money to my son,s account. They no longer do that I was told, I need online banking so I can do it myself ,I also need a i phone, and they would set it up for me to do myself. What do they do, if we are all doing it ourselves? I am 72 i don't want a computer or a i phone, thats why I have a bank !! Time to change banks.”
“I have complained to them over and over again and they have never once investigated. I have highlighted a number of failures with their staff, processes and they have made promises. On the back of that they send totally vague emails dismissing my complaint but without ever having checked out anything I have highlighted. If they had they would list out the complaint and they would say what their findings were.
Their service is appalling and I pay them for the privilege by the way with annual fees and all my families money in their bank. It’s disgusting how they treat people and they are purposefully obstructive. The regulators have to do something serious with them. Other customers have to be experiencing the same games NatWest play.”
“My elderly mum lost her debit card this morning. Brad on the helpline was absolutely fantastic with her, he obviously grasped the fact that she was struggling to remember the answers to simple questions and was really patient with her. Thanks Brad, 5 star customer service.”
“Met by a loud mouth at entrance, waited 50 mins which had then gone over my lunch break, only 1 person at counter , with a big q , 5 other members of staff , waiting in the middle chatting , doing abs nothing.”
“Tried to pay a cheque into the London Bridge branch on Southwark St....No chance! Long queue outside (big contrast with adjacent HSBC and Barclays). Plain obvious this taxpayer-owned shambles is using Covid19 as an excuse to cut jobs & reduce high Street presence. Shame on you Natwest - you used to be a pleasure to bank with.”
“Rang the helpline - it suggested that I use ring back. I did, and having waited for the ring back I was left hanging on the line with no messages, no idea of how much longer to wait- hung on 10 minutes and gave up. Tried the app, shows a different card to the one I have, so could not manage any changes on there. Tried phoning again, same problem with ring back - no one actually there. Gave up. Not been able to request new PIN. Wasted over an hour getting nowhere.”
“Natwest has closed my account without any notice and I'm unable to access my money. Just by text saying they cannot discuss it by phone nor in the branch and that I will receive a letter with the next steps, also saying the letter might take longer to receive. Seeing other reviews and news articles I see it can take up to 60 days to be refunded after you fill in a form. Luckily I didn't have all my savings there I transfered some money from my salary account monthly, but can't believe they could do such a thing and leave people without their money and no explanation. My partner was also from Natwest and has removed all his money and will be closing his account.”
“I've banked with NatWest for over thirty years. In the last few years customer service has been non existent, the bank has gone totally downhill.
Applied for Business ac (which I've had previously) was told 7-10 working days two months (42 working days) later nothing, just excuses!
Hours to answer the phone (then cut you off) weeks to reply to email, months to open accounts. Shocking ! Do your self a favour bank elsewhere, anywhere except NatWest, they are not the bank they use to be!
Sign of the times when you need to treat banks like utility companies and shop around swap and change, unfortunately loyalty means nothing and now is actually penalised.
I'm trying to change to HSBC and NatWest are making it as difficult as possible!”
“NatWest business are full of wrong information and false promises! They are an utter joke! Please do not use this bank if you can call them that! Will be changing personal and business banking and never use again!!!”
“Absolutely disgusted. I am a nurse who has been off sick due to pressures of coronavirus.my pay has dropped so I asked for a two month loan holiday. This amounts to 236 pounds and was refused. Been anat west customer for years and was made to feel like I was going something illegal. Will be changing my bank. So much for your adverts and offer if help.”
“Terrible service, mad queues, and currently I have just passed ONE HOUR on hold waiting for the fraud prevention team. Also I went into the bank the other day after trying to get through and they sent me back home to wait on the phone. That was a few days ago and I have still not got through, now I have a SECOND fraudulent amount on my account and it is still impossible to get any help whatsoever, so they are literally just having a field day with my money whilst natwest does zero. I am using this time in the queues to write this review and next I am going to move my account to starling bank. F the high street banks.”
“Leigh, a customer service agent was very helpful, very polite and straightforward. I highly appreciate her and would like to thank her for sorting out an issue I was facing. Thank you Leigh!”
“Terrible Bank! Tried to port my mortgage to another property. It's the same borrowing, same repayment, same LTV, same repayment term and they wont accept it. Said they dont accept furlough payments as proof of income from my PAYE job. And they also will not accept my self employed earnings as I have less than 2 years books. I'm only trying to move house.
When they tell you it's easy online and over the phone they are lying. You have to do a complete new mortgage application and prove your income just to move house.
I'm now forced to stay in the house I am in or pay them £thousands in early redemption charges to borrow elsewhere.
I renewed my mortgage 2 months ago and specifically asked the woman, will I have a problem porting my mortgage as my house is sold, otherwise I'll have to pay the redemption charges and she said "no itll be no problem at all". Now they want the money for me to leave or I lose my buyer and my purchase.
Been with them for 32 years and had 2 problems in the last year with them. Time to move everything to another bank! They wont help me so I will not help them.”
“Absolutely disgusted
Absolutely disgusted. No thoughts for pensioners and older people. Saying they have to make payments via direct debit or any way digitally. Many people don’t trust telephone banking and direct debits, including myself. My mother tried direct debit before and was charged extra on her gas bill. Could not get the he money back and was put into credit after a long drawn out process. Will be looking to change banks. As for the advert on tv saying they help people with this Covid crisis. Complete and Utter rubbish, false advertising. The staff there had no compassion for my mother being an 87 year old pensioner. Not a care in the world about my mothers stress levels already. Will have to take her into the bank if this issue is not resolved. To move to the co op if NatWest don’t change there policy. At the moment I really feel sorry for people banking with the Cwmbran branch in Wales. Don’t know if the attitude is the same in other branches in U.K.”
