Natwest & their useless online call centre
Discussion
Having a nightmare here, I'm locked out of internet banking (again) due to me logging in via a different IP address / provider as you do when traveling.
For the past 3 days I've not been able to get past the initial 20mins on hold & through to someone initially stage. Then get passed from one dept to another always on hold.
So far 33mins today! & then dumped.
Appalling level of service & no they can't ring you! I would'nt mind so much if they hadn't closed the local branch last month now its a 20min drive & pay to park to speak to a real person, who can't do anything anyway.
For the past 3 days I've not been able to get past the initial 20mins on hold & through to someone initially stage. Then get passed from one dept to another always on hold.
So far 33mins today! & then dumped.
Appalling level of service & no they can't ring you! I would'nt mind so much if they hadn't closed the local branch last month now its a 20min drive & pay to park to speak to a real person, who can't do anything anyway.
not Natwest but the worst customer service I have encountered were for Barclays, They blocked my card whilst on holiday despite informing then that I was going then the offshore call centres I got passed around to kept ensuring me I'd get a call back within the hour, just visit your local Barclays branch or wait for a letter to come despite me being in the USA.
I think I phoned them 20 times over 2 weeks trying to sort it out, got back found a letter saying they had blocked the account and phoned that number to get the same thing again....
Eventually emailed the CEO's office which got a "senior" customer advisor on the case, account unblocked within 10 minutes and £600 deposited to my account as goodwill.
I think I phoned them 20 times over 2 weeks trying to sort it out, got back found a letter saying they had blocked the account and phoned that number to get the same thing again....
Eventually emailed the CEO's office which got a "senior" customer advisor on the case, account unblocked within 10 minutes and £600 deposited to my account as goodwill.
Best of luck getting your issues sorted... My advice would be to switch to first direct.
You call them and the phone is answered within 2 rings. It is also answered by a person... in the UK! Not a machine, and that person has the authority to manage almost all of your requests and queries.
Second to none levels of service as far as my experience goes.
and no, I do not work for them. I'm just a genuinely very happy customer.
You call them and the phone is answered within 2 rings. It is also answered by a person... in the UK! Not a machine, and that person has the authority to manage almost all of your requests and queries.
Second to none levels of service as far as my experience goes.
and no, I do not work for them. I'm just a genuinely very happy customer.
nitrodave said:
Best of luck getting your issues sorted... My advice would be to switch to first direct.
You call them and the phone is answered within 2 rings. It is also answered by a person... in the UK! Not a machine, and that person has the authority to manage almost all of your requests and queries.
Second to none levels of service as far as my experience goes.
and no, I do not work for them. I'm just a genuinely very happy customer.
I've been with First Direct for 5+ years and fully agree. They're first class.You call them and the phone is answered within 2 rings. It is also answered by a person... in the UK! Not a machine, and that person has the authority to manage almost all of your requests and queries.
Second to none levels of service as far as my experience goes.
and no, I do not work for them. I'm just a genuinely very happy customer.
...Mole... said:
not Natwest but the worst customer service I have encountered were for Barclays, They blocked my card whilst on holiday despite informing then that I was going then the offshore call centres I got passed around to kept ensuring me I'd get a call back within the hour, just visit your local Barclays branch or wait for a letter to come despite me being in the USA.
I think I phoned them 20 times over 2 weeks trying to sort it out, got back found a letter saying they had blocked the account and phoned that number to get the same thing again....
Eventually emailed the CEO's office which got a "senior" customer advisor on the case, account unblocked within 10 minutes and £600 deposited to my account as goodwill.
How much?! Halifax only gave me £50 (after numerous complaints).I think I phoned them 20 times over 2 weeks trying to sort it out, got back found a letter saying they had blocked the account and phoned that number to get the same thing again....
Eventually emailed the CEO's office which got a "senior" customer advisor on the case, account unblocked within 10 minutes and £600 deposited to my account as goodwill.
Maybe you are calling the wrong number ? I recently went through this a few times as the Natwest computer had decided my Direct debit payment that goes out every month to pay my credit card was fraudulent activity. So every time that DD went out my card was stopped and I had to call them to get it unblocked. Only ever took 5 minutes or so to sort it over the phone with card being unblocked within minutes following the call. Which is handy when you are standing at the checkout trying to pay for your shopping.
Complained every time, got a standard letter back saying its for my own protection and their computer couldnt possibly be wrong along with £50 compo each time ( I never asked for it, just wanted them to stop doing it).
After the 4th month in a row is seems to have been fixed now.
Complained every time, got a standard letter back saying its for my own protection and their computer couldnt possibly be wrong along with £50 compo each time ( I never asked for it, just wanted them to stop doing it).
After the 4th month in a row is seems to have been fixed now.
These mainstream banks are piss poor yet the masses continue to use them. 1st Direct are quite good though not entirely perfect. I did have some frustration when trying to action a simple thing, but regardless of speaking to a 'person', they are still tied to a computer process.
I'm with Handelsbanken these days, still not infallible but I Have a single, direct person that I deal with. Sometimes it's worth paying the extra.
I'm with Handelsbanken these days, still not infallible but I Have a single, direct person that I deal with. Sometimes it's worth paying the extra.
LeoSayer said:
nitrodave said:
Best of luck getting your issues sorted... My advice would be to switch to first direct.
You call them and the phone is answered within 2 rings. It is also answered by a person... in the UK! Not a machine, and that person has the authority to manage almost all of your requests and queries.
Second to none levels of service as far as my experience goes.
and no, I do not work for them. I'm just a genuinely very happy customer.
I've been with First Direct for 5+ years and fully agree. They're first class.You call them and the phone is answered within 2 rings. It is also answered by a person... in the UK! Not a machine, and that person has the authority to manage almost all of your requests and queries.
Second to none levels of service as far as my experience goes.
and no, I do not work for them. I'm just a genuinely very happy customer.
I'm another NatWest customer, have a named person I call in times of peril (few and far between), or I deal with it on my mobile app. Top notch service given its a bank (for both my personal and business banking) and haven't been given any run around for many years. You may need a different number to get your issue sorted.
I always used to have the same trouble with HSBC, as in card blocking.
I have an office in the UK and the USA and by about the 2nd day, my card would be blocked.
I'd ring the fraud line (in India), speak to "Nigel" and the conversation would go along the lines of......
"Hello Sir, my name is Nigel. What can I be helpings you with today"
"I'm trying to pay for my dinner in Houston but you've blocked my card"
"Yes Sir, did you know that someone is trying to use your card in Houston?"
"Yes, that's me. What are the previous 3 or 4 transactions?"
" Yes Sir, there's a hotel in Houston, a rental car in Houston and a flight to Houston"
"Ok, as you can probably work out, I'm in Houston"
"Yes Sir, you should inform us of your travel plans"
"I did. I do every time"
"Ah, yes Sir. There's a note on your account. I'll make another note."
Next day at dinner..................
"FFS"
I have an office in the UK and the USA and by about the 2nd day, my card would be blocked.
I'd ring the fraud line (in India), speak to "Nigel" and the conversation would go along the lines of......
"Hello Sir, my name is Nigel. What can I be helpings you with today"
"I'm trying to pay for my dinner in Houston but you've blocked my card"
"Yes Sir, did you know that someone is trying to use your card in Houston?"
"Yes, that's me. What are the previous 3 or 4 transactions?"
" Yes Sir, there's a hotel in Houston, a rental car in Houston and a flight to Houston"
"Ok, as you can probably work out, I'm in Houston"
"Yes Sir, you should inform us of your travel plans"
"I did. I do every time"
"Ah, yes Sir. There's a note on your account. I'll make another note."
Next day at dinner..................
"FFS"
HD Adam said:
I always used to have the same trouble with HSBC, as in card blocking.
I'm not sure why but I just don;t get this problem. I never notify NatWest or AMEX of travels, yet I've never had a card blocked. I've had transactions go through in 3 different countries on the same day & no issue. I'm guessing that their systems are sophisticated enough to pick up on abnormal activity. Quick 'big up' to NatWest. Rang them about a lost card at midnight Thursday night/Friday morning. No problem Sir, card cancelled and a new one will be on its way within 3 business days. 11am this morning, new card turns up in the post. 36 hours from losing one to having a new one in my hand. Thats fecking brilliant service compared to Santander who used to take about 7 working days.
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