Natwestbank Reviews 

Virtually impossible to pay the balance of a credit card..this can only be done on line. The app, and on line banking are awful, not at all user friendly..and a 40 minute wait to speak to customer services is unacceptable..I'm closing my account

Went in today to pay a cheque in at Richmond George Street Branch. After waiting 22 minutes with two tellers helping one person I was told the person behind me was actually in front of me when I only wanted to pay a cheque in. The rudeness from the women meant to be serving me today 17.4.25, a so called customer service agent was on another level. Why Natwest is not training staff to be efficient and polite I have no idea. There's only one decent person who works at this branch called Mark who in my opinion should be manager his manners are impeccable but this women was incredibly rude and aggressive towards me actually saying she was doing me a favour and to stop arguing when it was her who had the attitude; all I did was explain I couldn't use the machine due to learning disabilities she then in front of all the customers said to the other customer i was pushing in. As someone with a learning disability I have no desire to go to this bank again having been banking there since the age of 16 and im now 62. Shame on you NatWest treating customers with learning disabilities as if they are an inconvenience because they can't manage machines. A totally mis managed branch with inefficient and rude female staff member. Ruined my day made me very upset and now fearful of going in again. No one should wait 22 minutes to pay a cheque in. There should not be two agents helping one person and there is not excuse to be rude to customers who have patiently waited just because your irritated they can't use their machines. DISGRACEFUL

Tried to add my other bank to transfer from Nat west, been trying for half hour, keeps telling me that the details do not match , absolute rubbish, checked with my main bank , I had them right, so decided to ring , been waiting on phone for an answer for 55 minutes, so gave up, what a waste of time, don’t use them

I took out a 0% interest credit card with these guys. After 3 months they blocked me out of my account, I couldn’t get into the app and was blocked from online banking. I phoned the bank 4 days in a row. 8 hours in total being passed from one person to another, one night I was passed to 5 different people and I’m sure I ended up with the first one 3 hours later. The security questions that they ask are ridiculous. Every time they made me do a facial recognition exercise where I photograph my face, my passport and my driving licence. This takes 20 minutes, then they tell me that they can’t be sure it’s me. Absolutely ridiculous. I have asked for a closing balance and I will close the account

A basic question about a direct debit couldn't be answered. After being cut of twice, failed to ring back and an operator who I couldn't understand what they were saying..
Beyond poor.

I had occasion to visit Folkestone branch I had rang there advice line & was told the branch could do this for me ( but not at a cost of £24 ) I needed to transfer some money from my account to an isa I had just set up .I could not manage to do it on line & I will not have bank apps on my phone for fear of theft .At this point let me say I'm 72 years old & no tech savy person I was told they can only do it in branch at a cost of £24 I would need to do it online but I could do it on my phone NOPE not gonna happen in the end I ordered a pin reminder & will attempt to do it when/if that comes Motto here don't get old

If i could i would put 0,im on holiday want to log into my online banking and it wont let me,whats the point in having all these pass codes and passwords and customer numbers if u have to authenticate it on another device which u dont have,this has gone on for 4 days,someone called shefali they say they cant access my bank,all i needs if for then to authenticate me to be able to log in,literally just speaking to a brick wall then they say there nothing they can do, and keep transfering me to a autimated bot as its through whatsapp,when i get back il be closing my account with these clowns ,whats bank cant get on to you bank account so i can use my card abroad? Stay away from nat west, will give u no end of help to open an account but then dont care once ur account is open and u need assistance,clowns

Don’t even think about it absolutely garbage no one cares.customer service is beyond rubbish l. You can’t speak to anyone who cares the app is garbage and a real person will not talk to you. Find a bank that cares

Times out as soon as you switch off it. Which when registering (or-registering) means unless you have very INSECURELY written down all of the information needed on a piece of paper. Everytime you switch to a different app.. to the get info you need to login.. you have to start all over again.. so far I have tried to setup the app on my new phone 6 times!!
Ridiculous.. get you act together NatWest

My partner asked the local branch in Lincoln to remove her from her ex-marital joint account, but after spending 30 minutes with a customer service agent was told she would have to do it on the app.

She tried to do it three times but each time came to a dead end as she no longer had a debit card. We went back to the branch and they tried again but to no avail but did say they had changed some details on the account, and she could "do it on the app".
Went home, tried again but again went around in circles and had to give up. She rang them and was advised to go into the branch.
This we did but still it wasn't resolved. When it was eventually sorted out, they didn't notify her as promised.

The upshot is, it took TWO months, FIVE visits to the branch, several phone calls and several attempts on the app just to get her name removed from an account.

Not impressed!!

I've been with NatWest for 18 years, and I will be leaving because they are not a bank that values customers. I have never missed a credit card payment and have always had good financial standing.

I made a purchase on my credit card and did not receive the product, they refunded me for this, only for them to reverse the payment once the scam of a seller said they had a tracking number... apparently that's all it takes, so I will be closing my accounts since my money clearly isn't safe with them.

I received an email but no letter, which is policy apparently, but I get 1000 letters a month asking me to take out a loan...

unsurprising, I have to submit a complaint online because the complaints teams are inundated with calls... quite telling...

I had tried in vain to access the Days Out feature on the Tastecard App we receive with our rewards reserve account.
I called the Natwest helpline, which was answered pretty quickly after relevant keypad options and Eleanor could not have been more professional, courteous and efficient.
Pleasure to receive such customer service over the phone as it's not a given with most providers nowadays!

Can't even tell you how bad this website is. One mistake and back to to do all over again if you want to do online banking. Could not follow through, no editing options to cpnge my phone number, so whole 40 minute process, then became redundant in the end. However, if you complain, means nothing, do not expect. This bank needs to review its CRM and most of all technology strategy. I would say, NatWest move in to tech or ship out. Do not rest though or bye, bye

Pending debit payment to a scam company, they say that the payment has to go thro' first then they raise a dispute with that company. The company doesn't exist, it is Chinese ,on the web,and not contactable.
So in essence the Nat West sends money to criminals who are in effect money laundering you hard earned cash and won't stop a pending payment to crooks, It took me 1hr and three depts to reach the most unhelpful dept of a so called reputable bank, a bank that was bailed out of trouble with yours and mine tax money. From today after 60 years my accounts will be closed, suggest you do too, check out Martin Lewis for better banks I suggest you do too.

Nat West branch in Bournemouth;unfriendly,unhelpful staff who refused a simple certified ID check request,jobsworthy doesn't cover it, barely civil in their rush to say no, no apology, no smile; clearly non of them have any clue about good customer service; very disappointing having been a customer for over 30 years.....time to re-think & change asap.

The mortgage team imparticular Darryn and Jordan have been beyond Fantastic!! So help, very organised and knowledgeable, professional and on time. Honestly can't rate them enough - Thank you.

Tried to open add my partner to my joint account only can do it online but kept rejecting whet to a branch Bury st Edmund’s they could help only online!!!
Cora no good rang customer service they referred me tk Cora??
I’ve bank with them 46 years

Poor customer service. I had a fraudulent payment from my account. I finally got through following an automated system and long wait. I'm still trying to close my account to no avail. The individual I spoke to was on transmit and would not listen.

Mortgage team are brilliant,
Online banking side is fine until something goes wrong.
No branch, cannot reset security details online it goes round in circles.
Phone up, still can't do it and they can't help me, got to ring someone else or wait for the natwest van to come round in 6 days time
But couldn't tell me where they stop.
🤬

Santander took away my 20 year overdraft facility without informing me and refused point blank to reinstate it. January and February have been difficult as a self employed person. My NatWest mortgage payment was refused. I contacted NatWest and explained, in the end I made the payment manually. They went out of their way to help me. They were kind, compassionate and empathetic. I’ve spoken to 3 different representatives and each has been outstanding. When it really mattered they tried their best to help me. I have nothing but praise for their approach and dedication. Thank you, I appreciate you.