M&S Credit Card Recensioni 

My mother has an M&S card account. She is 86 with full capacity, but she is paralysed after a stroke. She can’t use a smart phone. So she can not use m&s banks digital app which appears to be the only way the bank functions. My mother and I are therefore being discriminated against. This is not the only reason. Every interaction is frustrating with a complete lack of customer care. It is distressing my elderly mother and it is exasperating for me as my mothers attorney. I myself am 63. I have wasted hours on this with endless phone calls and filled in several forms, all to get my authority as attorney recognised and progressing a personal loan for my mother. I am 100% certain were my mother able bodied and younger, she would simply be able to download the app and apply for a loan. There is no rational reason why this would not be granted very quickly. She has had loans in the past. She has a house. She has a very generous pension. Today alone I spent one hour on the phone to the loans department. It was a totally fruitless phone call. An utter waste of my time.

This is not the first time. Therefore I wanted to make a formal complaint. I was told to call the 0345 number to make a complaint. I did that. This was call number 2 just on Aug 26th! After pushing umpteen buttons on the phone, I finally got through to a person. No elderly or disabled person could possibly navigate that. We are the victims of both Disability discrimination and Age discrimination. Last Thursday I completed a loan application on behalf of my mother. Nearly a week later it is still with the ‘underwriting team’, while they make 'checks'. My mother has everything that would normally facilitate a quick decision for a loan. But this is not happening. It seems to me that the only possible explanation for this is related to the fact of her inability to use the app or something to do with her age or the fact I am having to apply on my mothers behalf. It is infeasible that this is about routine lending criteria or risk assessment. Therefore, this is blatant Disability discrimination and Age discrimination. Having got through to a person for the second time this day, they told me they were going to put me through to the 'underwriting department'. I was then put 'on hold' which lasted about 20 minutes. At the end of this, the lady came back and told me she had spoken to the underwriting team. That is not what I asked for. Therefore I tried to explain all over again why I wanted to speak to the complaints department.

She then told me they had gone home because it was after 5pm. Well it wasn't when I first called in. It was about 4:20pm. While I was re-explaining myself, this lady disconnected the call. She did not even have the courtesy to listen or relay my complaint. Although I was angry, I did not use any rude language nor raise my voice. I was nonetheless very upset. She just cut me off. Again, this adds to the Disability discrimination and Age discrimination. It is also extremely rude. We would not be in this position if my mother was younger and able bodied. It seems to be completely impossible to do business with M&S if you are elderly and or disabled. I can't even get to talk to the complaints department! It feels as if my time and concerns are given zero value. I am spending so much time on this, it is preventing me from living my own life. This is completely unacceptable. It is taking weeks. It is an obstacle course. It is inconceivable an elderly or disabled person could navigate this alone. It should not be like this. M&S Bank needs to review its processes. It is impossible to do business with this bank. The staff are not trained on how to deal with the scenarios that arise when a customer is elderly or disabled. This is a disgrace for a brand like M&S Bank.
We have legislation that makes both Disability discrimination and Age discrimination illegal, yet I feel that M&S bank are oblivious to this.

Used for balance transfer 0% offer. Quick and easy to use app and transfer was very speedy

Email sent of potential issue with my item on my credit card, refused my email as it’s not used for general enquires , blocked my card and told me to order a new one within chat which you can not do
Customer relations has gone

It’s not clear in the leaflet that you will be charged £10 a month and unless you use the card on a regular basis, you really don’t get any benefits from it. I’ve never used mine but paid out £20. I’ve cancelled the DD. At least with other credit cards you get points to be used later & they’re free.

Well, I have not got much to say apart from :-
I have never found any problems at all with this Bank.
Every transaction has been totally smooth.
I can’t remember ever having to phone or otherwise contact them after setting up the account.
Louis

I am of a certain age and I really struggled to speak with a human, in fact I am not sure I ever achieved my goal and it was not A I I was speaking with.

I took out this card for the £40 welcome and the small bonus gifts, but I think there will be some delay in receiving this.

I have amassed around 900 points and for the life of me I don’t know what this is worth.

Maybe this card is the next best thing to sliced bread, but I am not up to speed with all the stages I feel I need to comply with.

The card and rewards are pretty good but trying to make a payment to your account is so difficult, its like they've tried to make it as difficult as possible.

You can no longer make cash payments which is wrong and can only pay by debit card by phoning them up where "press option 1" etc seems to go on forever.

Why make it so difficult M&S? Why take away cash payments? Its almost like they might like you to be late making a payment or even miss a payment.

Unfair and unfair on those who are not tech savvy. Which plenty of people are not.

I've been with M&S for a few years and never had a single problem. Recently I used my credit card for a little credit transfer and everything was smooth and easy. The transaction took 24 hours. Great and reliable service makes M&S my favourite credit card

Something weird going on with M&S security- online order placed, credit card debited then ten mins later I get email saying order cancelled due to security concerns. No one at M&S bank could explain why, twice I gave them security answers all correctly. Told me Fraud team would phone me and they have not. Closing account and will not use M&S bank again

HORRIBLE EXPERIENCE PLEASE AVOID AT ALL COSTS!

I found the loan application process extremely misleading. The application indicated that a soft credit search would be carried out, but as I progressed through the application, I became concerned that this may not be the case. In particular, the wording stating that the APR I may receive could differ from the rate initially presented made me reluctant to proceed without first clarifying whether a hard credit search would be performed.

As I did not want to have a hard search recorded on my credit file simply for obtaining a quote, I decided to contact M&S Bank directly before proceeding.

My first call was particularly poor. The call was disconnected with the explanation that the adviser could not hear me, despite the fact that I could clearly hear what sounded like approximately ten people talking in the background.

I called again and was eventually connected to an adviser named Vie. Unfortunately, there was still a significant amount of background noise, which made the conversation difficult and unprofessional.

I specifically asked Vie whether proceeding with the personal loan quote would involve a soft search or a hard search. Rather than providing a clear answer, she asked me what the application had said and told me, in effect, that whatever it stated on the website was what would happen.

I then asked what would happen if I continued with the application, received the loan quote and subsequently decided that the APR was too high and I did not want to proceed. I was told that I could cancel the loan within 14 days. I then specifically asked whether cancelling the loan would have any impact on my credit file. Vie said that she did not know.

At that point, I asked again whether a hard credit search would be carried out. Once again, I was unable to get a clear answer. I was simply told that she did not have that information and that I should rely on whatever the website stated.

I find this extremely concerning. I was contacting M&S Bank specifically because I wanted to establish whether proceeding would affect my credit file, yet the member of staff dealing with my enquiry was unable to explain one of the most fundamental aspects of the loan application process.

The combination of the unclear application wording, the lack of transparency regarding the type of credit search being conducted, and the inability of the adviser to answer basic questions left me with no confidence in proceeding. I ultimately decided not to continue with the application, particularly after seeing other customer reviews describing similar concerns.

I would like M&S Bank to investigate this matter and provide a clear explanation of:

Whether the initial loan application involves a soft search or a hard search, and at exactly what stage this occurs.
Whether continuing to obtain a personalised loan quote can result in a hard search being recorded on a customer's credit file.
What exactly happens to a customer's credit file if they receive a quote but decide not to proceed.
Why your adviser was unable to provide a clear answer to these questions.
Whether the information provided on the loan application is sufficiently clear and transparent to customers.
I appreciate that staff may not have an answer to every question, but I would expect an adviser working in a department responsible for personal loans to be able to clearly explain the impact of an application on a customer's credit file, or at the very least obtain the correct information rather than repeatedly telling the customer to rely on wording they are already seeking clarification about.
Overall, I found the experience frustrating, misleading and unprofessional. I hope M&S Bank will take this complaint seriously and review both the application wording and the customer service I received.

I look forward to receiving a clear and substantive response.

I have been with M&S credit card since they first started – although I am 88 years of age (been on line since 1981 – the days of Alan Sugar!) I spend quite a considerable amount monthly as I own a large property with equally large bills. I do not wait for an M&S bill to pay but do so usually on line within 24 hours of using card. In other words I have never needed to pay interest – always up to date! Must state the last year has been a nightmare – initially could not use my card atall – tried for number of months to report same on chatline,Email without success. On doing so, as I am deaf, found it difficult but did manage eventually to obtain a renewal with new pin in place. Since that time M&S refused to allow me to use the card for large bills e.g. car insurance, holidays etc plus of late it appears cannot take advantage of the physical contactless transaction £100 purchase at Tesco where I have shopped for past 42 years! I have to use my pin and on my return home requested by M&S to make a further telephone call?
It seems to me having spent with this company, in my prime, for very many years, any loyalty towards me in my old age is fastly disappearing? Sympathetic cashiers where ever agree they come across it on a daily basis when ever the elderly are involved - I do find it humiliating - very sad!

I've applied for a loan with M&S bank and the interest I was given initially changed when I received my agreement.I received by post 2 letters with 2 different agreement numbers.I called in call center to ask for an explanation and I was assisted by the most unpolite and childish person I was ever in contact with when asking for a service. The lady answered my call with a childish voice "helooooo" and instead of words she mainly used "mhmhmh". She was not able to explain why I have 2 agreement numbers, instead she hang up.I will never use this bank again👎

Just like Bhavna Parma review of 18 August - almost identical experience. Tried to open a credit card account. Downloaded the app and completely failed to complete registration process - kept rejecting the given security code. Eventually rang the number on the credit card and a gentleman from the Philippines tried to help but wanted me to try the app again - that would have made five times so I gave up. The customer service was so bad I thought it must be run by Lloyds Bank but no it is HSBC - like Lloyds they have no idea of how to serve customers and wedded to awful chatbots that just send the customer round in circles. Avoid.

Seamless and easy balance transfer. All sorted in a couple of hours.

This used to have great customer service. However there is no customer service at all now.
I recently had a shopping delivery cancelled because I did not respond to a text sent at 3.00am for me to verify it. My card was also suspended because I did not respond. When I phoned when I woke up I had a really difficult time sorting it out because of the lack of an English speaking person to whom to speak. Eventually it was sorted and I was told - "card will be available within two hours and then they can send your shopping. Seriously? Do not be ridiculous of course it will not just be sent it all has to be re-booked.

In the last few days I have tried to contact someone again because despite paying more than the statement amount in the last two months way before the direct debit was due, a direct debit has still been taken. Knowing the difficulty of trying to contact by phone I tried to write to M&S customer services - they could not help and gave me a phone number so I asked for an e-mail address instead. The result was a message left on my phone - completely unintelligible apart from hearing MandS. I got someone else to listen and they also could not understand. I tried to use the chat again and as happened a few days ago, I was told I needed to be signed in - I already was signed in. I tried to say this but it was not accepted by the BOT who referred me to the contact pages and closed the chat. So the option is apparently to write a letter by snail mail. I am guessing it is all deliberate to avoid complaints getting through.

Nice reply - shame it does not help. Firstly my payments were made a full week prior to the due date b y bank transfer and I checked and they were registered on my account. Secondly the BOT would not allow any answers at all and I tried several times with the same result. As for calling customer services - please let us know when there is someone there with whom we can easily communicate and it might work. Or try and be decent and have a contact form online or a chat which allows you to type in that you are logged in and will then follow up your issue.

It was very easy to do, my transfer took around a day, and very good price too

I really like M&S Bank, I have found them to be most accommodating in many ways.
Their 0% Balance Transfer interest rates are very good as well. Also, their Fees on Balance Transfer are very competitive.

Got my M&S credit card, have been trying to verify my identity on the app for 3 days now. Nothing seems to work!!! Called them who basically were useless & couldn’t help me, I would have to keep trying on the app. I am ready to throw the towel in. Would be nice if there was someone that could help me with this…

App is user friendly. Simple process to arrange balance transfer. Highly recommended