“What an awful awful awful customer service! Every time I ring them, I end up spending up to 60 minutes on the phone in endless limbo, getting directed and redirected, speaking with an endless number of people, and still not getting anywhere. The staff keep giving me contradictory directions, keep directing me to the wrong teams and no-one was being able to solve the simple task I called about!
I don’t think it’s the staff per se, it’s the whole system that’s not designed to give you a smooth customer experience.
We’ve been with the bank for quite a while, and it’s always been this bad. As a company we don’t think we can afford wasting our precious time this way any more - we are taking my business elsewhere.”
“Thankfully I have never had to deal with such awful customer service before. As soon as I possibly can, I will be going else where. It appears I'm not the only person who has had countless issues with them either. Trust Pilot has given them a 1* as well. In my personal experience they have absolutely no compassion what so ever, and are incredibly unhelpful when trying to explain a situation to them. The standard response is, terms and conditions, what do you want us to do about it? You try to explain that your circumstances have changed and you want to ensure you pay them back what you owe them, they fob you off.”
“The worst customer services.
I just wanted to speak with the fraud department, they keep me 56 minutes on the phone and finally I couldn’t speak with this department. Poor customer services and definitely NatWest is unsafe bank account in the UK.”
“Customer service esp management what is customer care !! They won’t accept personal cheques over the counter financial authority and BBtv watchdog have Been informed and my local newspaper a day I walked in with one chq to put into my account not allowed and today a elderly chap tried to use the machine as they would not accept a 80 year old mans chq over the counter so the guy spent 10 mins working it all out . Close this branch down or sack management looking into starting a petition when I spoke to Nat eat head office on 3 occasions they where not aware of this the area manager is what she doing about it nothing”
“I’ve been banking with them for years and I am truly disgusted and dissatisfied with their service . I’ve been the victim of fraud on various occasions with them but still remained a loyal customer with them. I was recently the victim of another scam this time via telephone and no one seemed to take responsibility for the poor security measures in place or acknowledge the fact that I’ve been subjected to fraud on many occasions . Instead I was told that they would not be refunding my money as it was my fault this happened and was even hung up on by one of their employees . I have not been able to have any form of access to my account nor have I been advised as to how I can access it and have instead been told that I have to wait to receive a new card as my old card has been cancelled so have had to rely on the financial support of others. When informing them that I would be taking my services elsewhere I was more or less told to go ahead . It’s disgraceful that I cannot even rely/ trust my my own bank to take care of my hard earned money . Do not bank with these people !”
“I think the Question "what went wrong" is a wrong question. It should be asked " How can we disappoint you more" The bank should send a survey to its customers and ask if there was anything they did right, if so they will do their utmost to ensure that next time they will ensure that the customer is provided the usual poor service.”
“Since May 2017 (it is now December 2019) I have been harassed over my tax residency status. I keep filling in forms telling them that I left Republic of Ireland in 2001 after only having been there a year, and have been back in the UK since then. Eventually, with no satisfaction, I went into a branch. The assistant made a phone call and said that it was due to the bank still having a phone number on my records relating to Ireland. We duly changed this - I had my passport id with me, so that it was possible. We then completed the forms FOR THE UMPTEENTH TIME, and ALL of the forms were taken by the bank to be posted using the bank post. I expected to hear NOTHING more on this issue. But today, 20th December, I have had YET FURTHER HARRASSMENT, telling me that if I don't reply and complete the forms within 10 days, my details will be passed on to the tax body. NATWEST HAS NO RIGHT TO PASS ON MY DETAILS, AND THIS COULD CAUSE ME NO END OF GRIEF FROM AN OVERSEAS TAX OFFICE. How DARE YOU NATWEST? I have tried phoning the 'Helpline' on the letter - after 20 minutes STILL NO ANSWER, and I am being charged because it is not a free phone number! What a truly disgusting bank! I have banked with the NatWest for years. Once I have my pound of flesh with this bank - I'm off. You disgusting shower!”
“Utterly, utterly disgusting customer experience. Organised a friends holiday meaning a lot of people transferring me money to pay for the trip. Some gave me cash. The bank fraud 'experts' froze my accounts, asked endless amounts of question, during which time I could not access money in my account.
When visiting various branches I was laughed out of the bank who simply said "we will contact you vis letter". Letter comes and tells me that all of my accounts are CLOSED PERMANENTLY. So I have been a customer for over 15 years, and now I have been kicked out of my own bank account for "unusual activity" on my account. The bank will not communicate with me to explain why this decision was made and simply gave me 60 days to find somewhere else to bank!
I warn anyone that is thinking of joining this laughable transaction to think again and go elsewhere. Unless of course you enjoy being treated like that piece of you know what on the bottom of your shoe.”
“I visited India and notified Natwest of my travel dates. I tried to purchase a piece of jewellery. The payee was already in my contacts from a previous visit but my payment was not allowed.
When I returned home, I had an answerphone message on my mobile to phone the fraud department. I called immediately and they said a letter had been sent out to me. I asked for a Manager to call me but so far nobody has bothered. I have since called back twice and still nobody has called me.
I will not only be taking my current account elsewhere, I will also be moving my business elsewhere.
Every time I have a problem at Natwest, nobody calls me back.
The level of service is worse than useless.
AVOID THIS BANK OR RISK CONSTANT FRUSTRATION, OR WORSE STILL, BLOOD PRESSURE”
“I have been treated like dirt today.
I am switching banks first thing in the morning! From birth i have been banking. with you
Today being transfered from phone to phone 50mins on hold you are joking!.
I am speechless”
“Tried to make a simple transfer of £2000 from my select account to my instant
saver. Answered all the security questions correctly but then got transferred
to the fraud department! Got bombarded with stupid irrelevant questions and
got one wrong which I then tried to correct. No chance, they have blocked my
account and I have to go into my branch to identify myself to get it unblocked.
I'm 75 and been with them for years, disgraceful and wrong is my opinion. I
am referring this to the Ombudsman and switching banks in any event,”
“Ever since I started banking with Natwest, there is money keeping disappearing from my account. This money cannOT be accounted for on the statement ut will completely vanish. My son is 19, he is also a customer with Natwest and is facing same experience. I went to two different Natwest branches. The response I got was shocking, the staff were rude and arrogant, they blamed me for miscalculation when I tried to show the proof of my explanation they didn’t want to know. The staff must be aware of what is happening, why getting the same response to such an important issue. There is no customer care with This bank. Can we have our money back please. By talking to other people, there a number of people facing the same experience with this bank.”
“I’ve recently left NatWest after giving no notice, I couldn’t bare being an employee there any longer - in fact, I was highly embarrassed to even be associated with it! I’ve worked in 4 different branches and it’s an absolute shambles ! When I first joined NatWest I was also a customer and had 2 accounts with them, which are now closed and I am happy to be banking elswhere! From what used to be a good bank, somewhere along the line it’s gone terribly wrong! Too many changes, too many staff off with stress - it’s probably been one of the worst jobs I’ve ever have and I am so happy to be out of that place !! DO NOT BANK WITH NATPEST !!!!”
“They closed down small helpful local branches. I had a text message at 10:30am to say my account was overdrawn by less than a Pound and I would have to pay the money in by 2. I only saw the message while I was having lunch at 1, and it took 1/2 hour to drive to Swindon to deposit the money.
I was expecting the only branch open for miles to be wonderful, with all the helpful staff from closed branches. Instead, I walked in and saw a bank with no counter. Just a couple of girls who looked like school leavers standing around with clip boards.
I asked one of them how I was supposed to put money in without a counter, and she started talking to me sarcastically telling me to do it myself with the machine, as if she was getting off on trying to make me look stupid. Then when she put money in machine, it took the money and broke down, so I had to wait for that to be fixed until my money went in.
Then I said that as it took me 1/2 hour to get there because of the local branches being closed and with the machine breaking, what will happen about me being less than a Pound overdrawn after 2?
She didn't know anything and was still speaking to me sarcastically, saying I will have to look online tomorrow. I asked if I could speak to another person who knows what they're doing, and eventually found another person who told me I wouldn't get charged for under £10 even though I was only overdrawn for 1/2 a day. So I said if the first one could have told me that basic information, I wouldn't have been stressed, and first one was still sarcastic, saying I was stressed anyway, when I wasn't because I went in expecting a bank to have useful people who know basic information. I don't know why they're pretending to be a High Street bank, when they seem to employ the cheapest people they can find without proper training who can't do anything”
“On Wednesday, November 14, 0101, I paid a check to my Natwest account via Post Office
On Saturday, 24, 21, 018, anxious, I called the Bank to find out what's happening because I do not see a deposit or check in my account !!!
I heard that it will be Monday 19, 21, 018
On Monday I heard that the cash will be on the account on Tuesday 20, 21, 018
On Tuesday, neither cash nor a check, and after another phone call to the Bank, I heard that it will be 26,11,2018 !!!
Yes Natwest keeps your money by paying his own bills !!”
“The worst bank in the world. My daughter was 19 when she was scammed. The bank treated her like a criminal and they completely dismissed that she was 19 years old and treated like she had many years of experience in banking. In addition to this it is virtually impossible to get to speak to anyone and then you’re batted back and forth from one department to another without getting the support you need. Completely disgraceful. Thank goodness i’m with First Direct and have been for 23years. The best there is in customer service”
“The service was horrendous in the Ashford branch. 35 minutes to get a statement, plus the staff were incredibly rude and unwilling to give any idea of waiting times. Absolutely disgraceful.”
“I recently had a problem with an item I'd bought, it wasn't a scam but, communication was very poor, the problems with the issue created a perfect storm but the online staff member was very helpful and unassuming, and resolved my issues brilliantly, as a result I was sent an item promptly and recieved another refund, I'm very happy thank you, even with online banking I felt reassured that I wasn't just another number thanks Chris!!”
