Inept doesn't begin to describe it.

Spoke to a Natwest employee in branch to ask how I go about making a money transfer to pay for a motorcycle.
Was told to log into my online account, fill in details and use card reader to confirm request and it would go through, she even said she'd put a note on the system and I told her the exact amount I would be transferring.
When I did the transfer it left my account ok but did not go into the recipients. After a while I received a text to say they would not transfer the money until they'd spoken to me to confirm I had made the request apparently for security reasons. Bear in mind I had given my client number, my PIN number, my password, used my bank card and my card reader to carry out this transaction.
I tried ringing the 0345 number I was given to no avail.
Having driven a 140 mile round trip at a cost of £40 to purchase this motorcycle plus waiting on the phone for 45 minutes whilst being played awful music interspersed with "one of our agents will be with you shortly" at an extortionate rate when that was clearly never going to happen.
This on top of waiting on another 0345 number to Natwest two days earlier for 1 1/2 hours and eventually giving up which cost £14.40.
This isn't just a poor service, this behaviour is costing customers money at a time when they can ill afford it with the rapid increase in energy bills, petrol and pretty much everything else.
We are your customers, our money keeps you in business so have the decency to give us the service we deserve.