Personal Natwest Reviews 

Changed address. Two months later NatWest has not changed my address online. Their online chat is useless - a waste of my time and still not changed!

Just tried to pay large tax bill, biometrics frozen . Bank b ranch 18miles away, am 82 cannot drive as have cataracts. What am I sposed to Do NatWest. Have been customer for over 60years. Makes me want tocry

Biometrics does not work and Nat West are dead to their customers. I changed to Halifax whose app works fine without this nonsense with excellent customer service to boot. I also use Starling for day to day shopping. Best thing everyone can do when Nat West can’t be bothered to deal with customers or change their app (not being able to read one’s own debit card without face recognition? No - Just No) is to leave.

I’ve been happily using the NatWest app for years and then it asked me to set up biometrics, I did but tbh didn’t see the point as was already using Apple Face ID just fine. Now it never recognises my face and it’s infuriating as it’s literally my face what do you expect me to do?! So i keep getting the app locked, went to actual online banking to remove biometrics and it asked to confirm mobile number, then said my number was updated, I’ve had the same number for 16 years! Now the app says I can’t set it up because my number has changed and I have to wait 3 working days. The inconvenience is unbelievable! Just had to dig out the card reader to bank transfer the exceptional sum of £30 to my mother in law. I’m furious!

ONE STAR IS TO MUCH. no zero option. What a dismal experience !!. Avoid at all costs !. customer service is non existant. no respect for customers time. lack of info available. online chat is a waste of time and conks out. complaints department put down the phone after you have waited in the que. keep it under your pillow. this lot dont deserve to exist ! bunch of complete clowns !. how can anyone be stupid enough to trust them with money !!!. financial institution---- your kidding right !!. muppet show more like.

I liked the NatWest app until I was asked to use biometrics. System says it recognises my face, but then tells me that it is not working - does not give a reason. Have loaded and then deleted the biometrics a number of times over several days trying, unsuccessfully, to change a standing order. Have got very frustrated and finally given up! The helpline told me that the system must be down!

I was successfully using NatWest biometrics on my old iPhone 11. I successfully registered my details for biometric approval on a new iPhone 15 but am still asked for my login number every time I use the app. Cora ‘chat’ is completely unhelpful and has no solution to offer.

Only gave 1 star because no facility to give zero. Awful invention because it does not work and it is now affecting my business big time. Biometrics keeps saying I am not recognised this week, despite working okay for 2 years. Now it keeps locking me out. NatWest please sort now!!!

All of a sudden biometrics doesn’t recognise my face no matter what I do, keeps locking my account. Don’t know what to do so started to use another bank as I cannot make any app payments with NatWest now and the whole thing is useless and frustrating. Horrible!!

Biometrics is a shambles. Doesn't recognise me at all. Completely ruined it with face recognition. Finger print was good enough.

Now I'm having to delay payments because I don't have my card reader on me to issue payments online.

Absolute joke.

Having massive issues with the biometric feature after it forced me to use it to set up a standing order. Found the app really useful and easy to use beforehand but not now.

Biometrics is the absolute worst. Can't do anything. To remove Biometrics..I need to provide Biometrics m which don't work. customer service haven't been any help at all.
App was fine without this face recognistion. They've just ruined it now

Sort this out natwest! What are you playing at? This is not a new problem! The hassle I have been through today to reactivate my app because of your problem is pathetic.
It's a good idea to have extra security but it's also a good idea to trust the people looking after my money.
I followed all instructions carefully numerous times, it simply doesn't work

Get blank screen on biometric approval whenever I am forced to set it up. Unable to see my card details without it. This app is untested.

They ruined the app with the facial recognition crap. Now I'm unable to send any money. Did they test this feature at all?! 15 years with Natwest now it's time to move on.

I have switch to Biometrics and for nd it ‘blinking impossible’ what a crock.
Not been able to activate at all so decided to remove. Can’t remove as I can’t get it to activate.

What I can’t understand is how they can continue to use when the feedback is so poor. The App as a whole is so I but to use biometrics is spoiling the whole experience.

Just removed the biometric facial recognition approval as it was just too annoying - 2 stars as at least the majority of time I could manage to get it to work unlike other reviewers! I also don't understand why the app was wanting me to approve tiny transactions to people I have made many transfers to before (eg pocket money to my children). Ridiculous and so cumbersome trying to get the right lighting and my face in the exact position with the phone in front of my nose and then blink! Terrible technology - and the irony is I have an iphone with facial recognition software to open the app in the first place that I have never had a single issue with!

Biometric approval is blinking hopeless. It does not recognise me blinking most of the time. I have just removed it. My local branch has just closed too, so can’t pop in to arrange payment to a tradesman over £1000, very frustrating.

Absolute nightmare of a Bank.
- You cannot move more than £1000 per day using the app unless you have biometric approval. You can’t get biometric approval until they decide, and they won’t tell you what you can do to convince them to turn it on.
- You cannot move money using the online service unless you have their card reader. They don’t send you a card reader when you set up the account, let when you go up to online banking, log in and then request one. Then it takes 5 working days to arrive!
- When they do an account transfer they won’t show you the direct debits they’ve moved so there’s no way to know if one has failed or there’s an issue unless you’ve written your own list manually before transfer.
- they force you through an online chatbot that doesn’t work well at all - it’s a gloried FAQ search. When I found a phone number on one of their emails I called it to get an automated message telling me the number wasn’t in use.

Awful awful experience. Will be leaving and never going back

Since retirement I travel most of the year so dependant on my phone apps. NatWest has served me well until they introduced the Facial Recognition biometric approval. It didn't work for me and I got help with it from my local branch. It's never worked since, and I've spent hours running around to find even lighting, blinking furiously, and removing my glasses - nothing! A year on, and several trips to my branch, I'm now online trying to get it removed; completely defeating the original purpose. I've resorted to threatening to move my account (banks offer £200+ incentive) and NatWest responded with a condescending reply (I've become too handsome!) and said that they would understand my going?! This from a bank I've been with since I left school 50 years ago! Unbelievable :(