NatWest International Recensioni 

Utter rubbish. Do not bank with these w...nkers. go anywhere else

I have been a customer since NatWest International took over my Royal Bank of Scotland branch, which wasn’t voluntary but I have stuck with them.

I am now switching bank after multiple howlers on this bank’s part. It seems that the bank is trying desperately hard to switch to more digital automation but with 1980’s processes in place, which leads to an atrocious customer experience.

Here are just a few:

-Bank account was frozen for sending £10.00 to a relative. To unfreeze my account took one hour of wait time on the telephone and I was interrogated by the Fraud Team on how long I had known the payee (my auntie with the same surname). I was then told that ‘Artificial intelligence had blocked the transaction and they weren’t sure why’. No apology issued for the inconvenience once resolved.
-All Jersey customers have just been sent a new Mastercard bank card. These do not work in multiple stores, even after activation. The process to add the card to Apple Pay can also not even be done from the Apple Wallet and instead suggests that you ‘call Netwest to activate Apple Pay’.
However, if you instead add the card to the wallet from the NatWest app, the card can be added correctly.
It is absolutely ridiculous how many people I know who are dealing with this problem since 3 months ago, yet not even one text message, email, or letter has been sent to apologise or suggest solutions.
Just simple radio silence.
- On random occasions I have been locked out of the NatWest app with no explanation as to why and that I need to enter my customer number on the website in order to gain access again. However, the customer number is only held within the app, so other than calling the bank, there is no way of attaining this number.
I tried to ‘chat to Cora’, the online virtual assistant, but sadly they are as helpful as a chocolate teapot

After years of just persevering, I am looking forward to now switching bank.

My aunt does not have online or a mobile phone.
She is 80 years of age.
Lives in Spain.
We have been trying for hours today to try and talk to someone regarding her transferring funds... for medical equipment and to help her lifestyle within her new home.
No one seems to be able to help her in this situation and is totally ridiculous

based on banking in channel islands their so so bad, no customer service, no communication, staff who are incompetent and don't care, you can never get a straight answer with any issues, there systems are ancient and they are simply stuck in the 70s,it took 1 month to change my address, bank elsewhere

Natwest are heading up the decimation of people's money. They block every conceivable attempt for you to get any money out of your account. They are utterly corrupt and strongly advise anyone with money in their clutches...

I have been trying to get my money out since they stopped credit card. No reason given. Impossible to get ahold of anyone. Even a NatWest branch in London can’t help. Can’t close my account to get my money out. Two years….

I echo the sentiments of those who have posted reviews prior to mine concerning this horrendous cabal of shysters masquerading as a financial institution.

My own personal horror story started with an email from the bank saying that they were required to garner additional information as part of KYC (Know Your Client) regulations. The fact that I have been a loyal customer since 1998 was irrelevant. They still required details of my "journey to wealth" including incredibly my CV.

I was given a deadline of 30 days to comply and if they had not heard from me by then "they would have to consider whether to contune supplying banking facilities to me. In other words - they would close my accounts. On reflection - I should have ignored this outrageous request to breach my personal privacy and let them close the accounts. However I decided to comply and commenced gathering the documents for the so called review. I should mention at this point that even after review they could still decide to cease my banking facilities (aka close my accounts) OR if they were feeling really really generous - they would allow me to keep them BUT it would incur an additional whopping £2,200p.a banking "charges". Real Dick Turpin stuff I kid you not.

Literally one week later my account and access to it ceased to function whilst I was in the middle of a holiday to South Africa. I try to log on to Internet Banking but cannot access the account. I try the mobile app with the same result. I call the bank the following day thinking that perhaps they have seen some oversea transactions and have put a temporary block on the account. This has happened several times previously but was always resolved quickly with a call to the Security & Fraud Team.

Not this time. I was informed that my accounts (all of them) were indeed frozen. Access via internet banking and the mobile app was also denied. When I asked what was the reason for this - I was informed that they are not permitted by law to tell me. When I asked what the process was to resolve this - the same robotic response was given. Same as to the length of time the Review "Process" takes.

So from the initial email on 5/10/2022 to the account being arbitrarily blocked on week later on 12/10/2022 my accounts remain blocked as of 01/01/2023 - a period of approximately 12 weeks with Direct Debits failing everywhere forcing me to set them all up anew with other banks. The only thing they did continue to honour was the mortgage which coincidentally enough is with them. Funny that.

Now over these past 12 weeks I have done a lot of research on these so called new regulations that have been introduced with an onus on banking and financial institutions to investigate and report to the relevant authorities any suspicious activity on an account.

After 42 days they must (in layman's terms) "put up or shut up". Now in most people's world 42 days = 6 weeks which is half of the 12 weeks where I currently find myself. It appears NatWest Internaional is a law unto itself. It has introduced an AI based algorithm to red flag certain "unusual" transcations which given it is called NatWest International and most of it's long suffering clients are expats you would imagine there would be quite a few "international" and "not your standard" transactions taking place on a daily if not hourly basis.

After 8 weeks my frustration could not be contained and I supplied written instructions for them to close all my accounts. These instructions have been ignored continously. Phone calls go unanswered. Emails ignored most of the time. When a response is received it is almost AI in nature "Thank you for your enquiry. The team is continuing its review".

My so called "Relationship Manager" seems to spend more time out of office than actually in it. I just think that if this is just one example of how a loyal and longstanding customer of @24 years is treated - how are others being treated. It has left a real bad taste in my mouth.

My advice to anyone reading this if you in the unfortunate situation of being a customer of these unethical and unprofessional bunch of charlatans is to do your research on the blocking of accounts in the UK. It has increased exponentially due to the use of AI algorithms which flag hundreds possibly thousands of transactions resulting in the account being frozen. Then it goes to the "Back Office" where the "Review Team" probably consiting of 4 pubertiles just out of school sift through them whilst browsing Facebook, Instagram or TikTok - hence the inordinate and illegal length of time to conclude a review.

Bottom line - I would say if you don't want to take all of your money out of NWI then take some out and spread it around several institutions. I didn't because I trusted these modern day highwaymen (and women). Please don't make the same mistake

Appalling. Awarded one star only because the system does not permit nil stars.Any façade of customer service has been progressively abandoned over a prolonged period. Impossible to contact anyone with authority or even to identify any named official.Anonymity achieved by extensive use of arcane acronyms and the “team” concept. Introduction of VOIP has resulted in a inability to be certain of even the location of the individual who is evading all requests or answering any questions.The COVID pandemic has provided the perfect rationale for a systemic degradation of resources and consequent outsourcing. Significant security issues arise.Long business relationship terminated.

Atrocious and slow service to resolve a simple issue. Having used the RBS iBanking service successfully over many years this was withdrawn at fairly short notice in Q1 2022 and I was informed that to have access my accounts I would have to apply for Online banking - no reason being given why I could not be migrated across to the new system automatically. Several months on and I am still battling to get properly registsred for online banking with staff (if you can finally manage to deal with a real person) completely indifferent to the fact that I am locked out of my accounts. I have had multiple e-mail exchanges - and on the part of NWI it is often days or on accasions more than a week to get a response to even a basic question and the saga continues. There is no concept of urgency whatsoever. Horrible customer service from an organisation that really does not care.

Try ringing and get ripped off for the privilege; their online chat doesn’t have access to anything (then what in holy hell) are they employed for went to branch oh yes all lazy in there too

Problems with online banking In my opinion some of these counter staff appear lazy uninterested and couldn’t care less Unfit for employment bet due to staff shortages they will remain in post and get away with slovenly shoddy work attitude My experience today was shocking and will take the way it was managed will be taken to a higher level tomorrow David Johnson

I have been a customer with NWI (formerly NATWEST) for 40 years. Before NWI was created out of NATWEST after the financial crisis in 2008 their customer support services were excellent. Sadly, since NWI came into being I have experienced nothing but frustration and annoyance. Telephone calls go unanswered as do e mails and letters. I have been trying to update my address and obtain a replacement card for over 6 months, but without success. NWI management and staff are just not up to the job and one wonders how much longer they can survive.

I'm sorry to report, along with the reviewers below, that the service at Natwest International seems to have some serious structural issues. This is the second time in the last couple of years that I have tried to give them my money and, due to a combination of abysmal staff knowledge, long waits in the call centre and lack of products, have been unsuccessful. I can only presume that, perhaps because of Brexit or some higher level decision, Natwest no longer wish to develop this part of their business.

I have just been the unfortunate victim of a plishing attempt by Natwest itself to obtain my account and security details.

I have accounts with online access to their online banking. So I tried to log in today and went through all their log in and security inputs only to be refused access.

Although the web site was normal apart from "International" having been added after "Natwest" it had exactly the same details and feel to it as I have been used to for the last 15 years.

It eventually "blocked" me from my on line account and required me to reregister. But that would not complete.

I eventually came to the conclusion that Natwest have just set up a new bank called "Natwest International" and used EXACTLY the same format of online banking site as the have been using for Natwest.

I was taken in by this new site and entered my usual account and security details.

Nowhere was there any warning that it was not "Natwest" and I freely entered my secure details.

That is in my view criminal and should not have been allowed by the Banking Ombudsman.

I have had an account at Natwest Jersey since 2004. I work outside Jersey so I rely on the electronic banking systems.

Recently they discontinued their ibanking service and replaced this service with online banking. According to their staff they said they notified us with letters by mail which to date I have never received. Why they dont also use email I dont know maybe that is to advanced for them. Anyway I logged a complaint to which Katie Ceegren replied Dear Mr Lee,

Thank you for your email and for taking the time to contact u.

We recently wrote to you on 25 January, 25 February and 18 March to advise that we are withdrawing our ibanking service from 29 March. We also explained that from 00:00 BST on 28th March you won’t be able to access ibanking to view or manage your accounts online. We also explained that we have alternative digital services available so you can continue to access all of your personal bank accounts 24/7.

I can see that you are already registered for our Online Banking Service. If you log into Online banking through our website you will be able to see your accounts online.

Please let me know if you come across any issues with completing the above

Well as I was already an Ibanking customer I would have thought the login details would be the same for online banking. I replied to Katies email at least twice with no response. So what is the point of complaining Natwest do not care that I cannot access my accounts.

I also called Natwest Jersey and despite being told by Katie I already had access to online banking however I do not have the login details I was told to complete an application for online banking. Can you believe this Natwest change their systems and I have to reapply. I did this and sent this via DHL which was delivered to Natwest on Friday 08 April. To date I have heard nothing.

Please have the decency to reply to your customer complaint emails.