written by 295McCann on 15/03/2021
Do not open an account with these amateurs.Their online banking system simply does not work and they will freeze your account for no good reason. They will be compensating me for the cost of sitting on the phone for extended periods, plus lost work time,plus the stress that they caused me. I actually could not pay my rent on time because of the actions of one of their online staff.They are just a big joke and should be closed down.
written by Fussyfellow on 24/08/2020
Before writing my review I would like to say that after the lengthy and disappointing experience I am reviewing I was finally able to get hold of someone who was helpful and sorted out the mess NatWest had created. I opened an executor's account recently following the death of my Father. After the usual delays probate was granted and the opening of the account was completed. The estate funds were duly transferred to the exceutor's account. On attempting to pay out the funds to the beneficiaries, the problems commenced. I was unable to transfer funds online, my request was simply rejected, so went to the bank branch to transfer the funds (obviously this involved travel costs, parking fees etc). The branch were unable to transfer the funds, despite my having previously given them a copy of probate, the will etc. The branch asked me to write a cheque, which I duly did, and handed it to them. The branch then, allegedly, made the necessary security checks. Four days later I received a text from the bank asking me to verify the cheque. It was from a private mobile number and there was no return number/code/weblink to do this, only that I was required to verify the cheque within 4 hours. I attempted to telephone customer services. On the first two attempts I received a message telling me their number was unavailable. I then made it as far as a call queue only to get someone's personal answering machine (I can only assume their telephone banking staff are working from home - but would you want to leave your bank details on a random answering machine?). By this time I had almost lost the will to live as I was twenty minutes into being messed around and I had not yet managed to speak to a living person. I rang yet again and entered the call queue, this time I was given an option for a call back, which I took. I was rung back in 8 minutes, which was the wait time that was also offered. Here's the thing, the person I spoke to was clearly not aware it was a call back and asked me for details a number of times, before I had to ask him to stop and confirm that has was actually from NatWest Bank (he'd rung me from a private number).. Eventually he was able to verify the cheque (although I was on hold for lengthy period whilst he had to contact someone else to find out how to do it). OK, so this issue is now purportedly been sorted out, but this is something to consider, all the basic security steps one would expect were missing from the entire process. The answerphone issue is at best a breach of GDPR, in that asking a customer to leave details on a private answering machine could allow anyone to hear your details. That the person who sorted the problem out had clearly not come across a similar issue before raises serious questions about training (or lack thereof) and that an attempt to ask for verification being made from an apparent private mobile number is a total no-no when it comes to banking security. So, all in all, I am sure you can clearly see that clothed within a security process is an utter disregard for security that process claims to protect. The irony is that I was going to transfer to NatWest on the basis of the service I received when opening the executor's account, however I now realise that my existing bank is not as awful as I had previously believed, so NatWest I will not be transferring my current account to you.
written by Larsen5 on 30/10/2017
Regular on-line customer who pays my credit card in full each month. Checking my account this morning. Credit card paid today but the balance had a minus by it. Weird and made me feel uncomfortable.
written by cwHaley19 on 02/06/2015
I have been using NatWest Business Online Banking for the last 9 months and can truthly say it is the most outdated, cumbersome online banking system I have ever had the misfortune to use. I am a bookkeeper for several companies and use different banks online for each of them. Of the one's I have used, NatWest online banking is by far the worst. In fact, it is the only one I absolutely detest using. If I want to make a batch of payments I have to re-select our bank account for EVERY individual payment so for instance, if I'm paying the salaries for 30 employees I have to re-select our current account and then select the person I'm paying. In addition there is no facility to create a group of payees. If I want to change a reference on a payment I have to go through their authorisation process, so if I'm paying a number of suppliers who request that we quote their invoice number on the payment then I have to obtain authorisation for every payment. This means entering the payment online, then using their securekey, inserting a plastic card into the securekey, entering a code to access the securekey, choosing an option, then entering a number that has been generated through online banking, then entering another number generated by the securekey into online banking; and this is all just to change the reference on a payment for an already existing payee! I have needed to send proof of payment to a couple of suppliers recently, the online banking doesn't allow you to print out current transactions; these can only be downloaded into an excel spreadsheet or similar, which isn't adequate as proof of payment. I telephone NatWest and they told me I could request a transaction listing but that it would take 6 days to arrive by post, they don't use email apparently(!!!!) and that I couldn't request it until the day after the transaction! I could go on, the list is endless. I have decided that the only option is to do everything in my power to persuade my employers that they need to change banks and the sooner the better.
written by txOrr54 on 20/04/2015
This must be the worst online banking I have ever been involved with. The app is not easy to work with and you have to go through a lot just to get the online banking. The fact that I kept losing my details because I had too many of the to remember made it difficult every time I needed to do something. It's ridiculous. On top of that you have to a lot more again in order to make transactions. It's just a difficult app and hardly ever works. Do not go for natwest online banking. I would have liked to know that the process of online banking was this long before I went for it. I need something fast and easy that doesn't require a lot of my time and this is not it.
written by AmariWood156 on 17/09/2014
I had to receive 3 authorisation codes before one worked so took about 3 weeks to get online. After 3 or 4 visits it would no longer accept my access codes and locked me out. That was 2 weeks ago. I have still not received the promised activation code to go back on line. This service has 3 different access codes to even get onto your account and then a further PIN to make a payment – it is the least user friendly and most inefficient on-line banking service I have ever used. We are now looking at changing our current account to one that is reliable and efficient.
written by Marshes274 on 10/08/2014
Natwest have changed the Login to make it "simpler and clearer". Now it doesn't work at all! I suppose that's clear enough, but, to be honest, broken is not what I want. I want online access to my bank account, like I used to have.
written by zeBowman261 on 18/07/2014
Fed up that every few months when I log on they lock my account even though I know I've entered the customer number correctly. Sick of their help panel popping up as I'm entering details if I pause for a micro second.
written by Python1 on 09/04/2014
Have been using Santander on-line banking for many years now and I have never had any security problems or snags with any transactions, whether that is transferring money or setting up direct or standing orders,so slick and easy. Whilst I am not the greatest fan of Santander but their on-line facilities I am sure can't be beaten, as opposed to this ridiculous Nat west card reader nonsense.As I understand Barclay's is just as maddening.
written by on 18/12/2013
I have passwords, passcodes, pin and security code. And a card reader of course. Because there are so many, which of course bear not relation to card numbers, they are all saved on one app accessed by one password. the least safe system possible surely. invariably i must have had half a dozen different codes, passwords etc because for some forsaken reason the we pages never accepts them. I cannot tell you how infuriating it is. My wife has HSBC online banking, no problems. I have Barclays too. No problem. Sadly my main account is with natwest....
written by on 02/12/2013
Natwest online is always going down. Debit cards being refused. So many times I try to log in but cant. A massive fail Natwest
written by New_User1989 on 23/09/2013
Natwest customer service is awful and they avoid any complaint sent to them. They do not have logical reasons to charge you on certain things and when questioned they hide away from what is going on. I have had the FSA try to sort out this complaint I have had regarding the outrageous charges NatWest have made which fall under unfair charges. I constantly get replies back saying that has been dealt with and I have never had a genuine reply which has solved any issue. I would recommend anyone who is looking to get a bank stay well away from Natwest and RBS !!!
written by littlekellie on 12/08/2013
Filling out my card details was so much effort, I had to go through Yahoo answers look on Google, you didn't explain which number meant what clearly at all! I actually had no clue what I was doing, you need to change this urgently.
written by hackedoffbigtime on 29/05/2013
locked out of my online business banking for 2 months, they gave me the run around with contradictory information, lack of response and even lied to me - when i lodged a complaint it took them 10 days to even allocate it to a person to look into it! in the end, 2 months later i get back my internet banking and they fight with me about compensation saying sorry, but they really cannot do anything about it. Bye Bye natwest - after 15 yrs service I will NOT accept incompetence, shoddy service and disgusting care for your customers. Co-Op bank has given me 100% good service - so all my investments, business banking and personal is moving away from you.
written by fmb3 on 17/10/2012
Working overseas I regularly transfer money to my UK account and occasionally would like to transfer money to family nat west accounts. Unfortunately this is not possible without a card reader. I can order one but they are unable to send it to my address abroad. Customer service helpfully did suggest I fly home(a 30 hr flight) to collect it. Really! When I requested an alternative approach it was suggested I simply close my Nat west account. So given the range of options I've been offered its clear that Nat West are unable to service customers who work abroad so I'll take the latter suggestion from customer service. Over 20 years of banking.....its time for a change
written by on 07/08/2012
Until recently Natwest online banking was easy and efficient, saving me a lot of time. I download the CSV file and use Excel to examine my statements. Unfortunately (and probably due to the fairly recent problems) some of the date fields are not recognised by excel as dates, rendering the download virtually useless. I have attempted to reformat/clean the data without success. I would appreciate it if this issue could be investigated and cleared up.
written by Dnx01 on 07/06/2012
I use NatWest online Banking almost daily and it very rarely lets me down. In fact the only trouble I tend do have is occasionally it swears blind that I have entered the wrong login details so I have to re-register my details which only takes a few minutes(a small inconvenience). It has only been offline a couple of times that I have noticed in the last 2 years being with them. It can be a pain when items on my online statement aren't in time order and especially when some transactions appear on the statement as taking place on a Monday rather than Saturday and Sunday. Could be a problem for some but I generally know what I spent, where, and when. It's (obviously) great for checking my balance and making payments to my other accounts or paying bills and I have conplete control over direct debits, standing orders, and regular payments without having to phone them or go into the branch. The pros far out-weigh the cons. As for customer service, I couldn't really comment much as I have only needed to go into my local branch a couple of times to deposit cash and cheques. They were very helpful on the phone when Argos charged me twice for one purchase. They are friendly and helpful from what I can tell. I used to bank with Halifax but they turned nasty over the years, I mean reeeally nasty. I have had dealings with Barclays, they acquired my loan(not by my choice) and they are a bunch of criminals! These two banks in my opinion are two MASSIVE customer service failures!!
written by on 06/04/2012
It's amazing that an organization this size has so much trouble providing an online service. The service is down more than it is online it seems.
written by on 24/03/2012
I recently switched from HSBC after numerous calls to them about not being able to log in to their internet banking service. Since getting my internet banking code from HSBC, I have *never* been able to log in due to errors they have never been able to solve. I eventually decided to switch to Natwest, and, at last, I am able to bank online! It takes about 24 hours until you will be able to register after opening your new account, which is fine. You have to put in quite a few passwords to log in, which some may find long-winded, but - for me, at least - it gives me piece of mind that it is secure. I also love that there are apps for checking your account, unlike with HSBC.
written by on 19/09/2011
I dont have my card reader with me, but would it be possible to go into any natwest branch and request for one, or use it at the branch
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