“Customer service over the phone falsified that I had failed to pass security, when actually they never asked me any security question. So they refused to serve me. Next day I closed my account... I deserve better as a customer.”
“Helpful and brilliant bank. My account was over the limit, Natwest kindly credited my account as my salary didn't arrive & sent me £50 for use over the bank holiday! Thank you very much! PB”
“The customer service was horrible. For no reason, my card was blocked for online purchases, and after chatting on the Webchat service and on the phone 6 times over three days, my issue wasn't sorted even though I was told, repeatedly, that my card was okay to be used again. The worst part is that all the teams at NatWest had zero communication so I had to continuously explain my issue to person after person. Worst service, and worst bank. Wouldn't recommend it to anyone, look for a better bank.”
“Although the smart phone app is very useful, their online banking is unbelievably frustrating to use. The concept of a banking app, with the ability to check my account is perfect, although giving a business a £250 daily limit is, in my opinion, pointless. Thats the whole point of having an app, to pay bills whilst on the move. If you want to pay more than £250, you have to log onto their online banking (or visit a branch). One is difficult to do, the other removes the need for an app in the first place! Very disappointed in NatWest.”
“Your organisation has compromised my account 5 times. Also you have LOST my card the new one that was sent out. I was met by oops sorry and laughing. I will be making a full complaint . And I definitely wouldn't recommend you to friends . Will be closing my account this week.”
“my debit card expired over 6 weeks ago they said they would send me a new one still,NO CARD ,APPLIED ONLINE twice ,chat service has no option to connect button ,supposed to be a need help option ,doesnt exist ,have re-ordered card overall 3 times ,STILL NO CARD ,they are without a doubt the worst bank ever !!!”
“Customer services have about as much charm as a mass grave,,rude and unhelpful bank i have been with 15 years.I guarantee i wont be with them another 15 days.20 minutes on hold to spek regarding a complaint i had no answer just stupid music...Total crap service”
“I was worried about fraud on my account and called Natwest. I got straight through and was transferred to the relevant person who made the process extremely easy. The lady on the phone was very personable and efficient, and immediately identified the problem and blocked it.”
“They aren't helpful at all if you're robbed and lose your cash cards. I cancelled my card after answering security questions and they told me that it was fine so they would send me out my new card. Then they said my online banking had been closed and put me through to the security department who said they didn't know why I had been put through to them, but my card had definitely been ordered, and if I answer more security questions they would set up the online banking again. Then they asked me a stupid question about transactions that I couldn't remember, so I said I can't remember and could they ask another one, but he said the computer says I have to answer a multiple choice question and they have no control on what the questions are, so I said I'm not sure and would only be guessing and I don't want to guess as I have no money for food or petrol, and he was quite rude and said I had to answer it but I got the question wrong and then he said computer says so, but my card would definitely be sent out, so I said it was a stupid question and I can't believe he was so unhelpful. So I wait days for the card only eating cereal with no milk wondering why it was taking so long, and after 5 days I phone up again and they told me that there's no record of me ordering the card, so the last person i spoke to must have cancelled my card without telling me, and I'm told that I have to go into my branch which is now only open a couple of days a week. I said my petrol has nearly ran out and it's not open again for days, and I was told I should beg people for money and food until i can get to a branch. It's obvious the one who was unhelpful cancelled the ordering my card on purpose to be nasty. They made a stressful time even worse”
“I am not a customer but have recently had to sort mothers account I must say everyone at nat west has been helpful pleasant efficient thank you so much to all staff I have been in contact with both on the phone and at the Worcester branch”
“I spent 15 minutes on the phone and spoke to 3 diffent people to make a payment towards my Credit Card a Master Card, I ended up hanging up the phone as I could not be bother to wait any longer... you defiantly make people changing their mind on making a payment thanks to the waiting time and difficulty in doing something so simple like pay off a credit card. The last guy I spoke to with was working for Natwest said: I am putting you through anther time as they issued your card, mmmm? aren't you working all for Natwest?!”
“I have been with this bank for close to 6 years.
I transferred money from one account to the next and they ceased my account for fraud.
The fraud team has the worst customer service ever.
They are incredibly rude no service skills and very vague.
I have had most services cancelled subsequently they don't care.
I have had larger sum into my account before .
But the dealt with me like a criminal for transferring money between accounts. My money.
Really gutted I left Barclays for them.
Never use this bank they don't care when things go the other way.
I spent a total of 21hrs on the phone for my money and still unresolved.”
“I have been a natwest customer for nearly 15 years.
I called the NatWest customers service because I have had series problem while I was trying to withdraw my money. The lady customer adviser was extremely rude, disconnected my call. I have made a compliment and I was someone will get back to me in 5 days time but still no respond!!
Finally I've decided to cancel all my direct debits and close my bank...!”
“I have held an account with Nat West since 1987.I have always been happy with them.Since I have been on line(about two years)I have been cheated by some unscrupulous people.I have phoned Nat West fraud team and they have been marvellous refunding me my losses in no time.
Just one little complaint,to phone Nat West fraud team is a marathon wait.I have been waiting for up to 30 minutes.”
