My debit card was declined whilst buying car insurance by phone. So I paid by credit card. Whilst still on the call to the insurer, getting another quote, I had an unidientfied caller. This happens all the time during the working day, so I diverted the new call to the answerphone. When I'd finished, no answerphone message - dismiss that, could have been anyone. Proceed to call the bank to see what's wrong with my card/account. Suspected fraudulent transaction, so they put me through to fraud section - get cut off. Call back, get through to auomtated menus asking for the phone number I'd received their text on. I didnt get a text. Get cut off again. Third try, get through to fraud, get cut off. Fourth call, I want to complain. They won't take the complaint until we resolve the poss fraud issue. Get through to fraud and get asked to identify a card transaction on my account, that required use of the PIN (so not a 'tap' purchase), within the last 7 days. I'm grumpy by now, and say that I didn't think I needed to keep a rolling record of those (if there was one - there wasn't) in case of Nat West blocking my card. Fail security test. Staff member unwilling to ask me any other security question. I protest that I'd been through 2 factor security on each call and each time I get through to fraud section. No joy. Have to go to a branch with photo I.D. to unlock my account. Hour and a half of my time including travel. Note the slogan above the desk: 'Let's talk.'
I have no issue with the declined transaction due to suspected fraud. The issue I have is that I don't know if the call I diverted to answerphone was them, no other attempts were made to contact me, no message left ( my mbile is my preferred number and I'm asked to cnfirm that in my banking app every couple of months or so.) Having called them, I got repeatedly cut off and when I did finally get through, I' m set-up to fail the security question because I can't recall whether I've made a purchase with PIN number within 7 days.
You can guess I've filled in the online complaint form. Last time NatWest cheesed me off and tried to fob me off I went to the Ombudsman and got awarded £500. And that was twenty years ago. They then had the nerve to write and say that they felt going to the ombudsman was unnecessary ! This was after a staff member had laughed at my complaint on the phone...
Anyone else having a good time with Nat West?
I have no issue with the declined transaction due to suspected fraud. The issue I have is that I don't know if the call I diverted to answerphone was them, no other attempts were made to contact me, no message left ( my mbile is my preferred number and I'm asked to cnfirm that in my banking app every couple of months or so.) Having called them, I got repeatedly cut off and when I did finally get through, I' m set-up to fail the security question because I can't recall whether I've made a purchase with PIN number within 7 days.
You can guess I've filled in the online complaint form. Last time NatWest cheesed me off and tried to fob me off I went to the Ombudsman and got awarded £500. And that was twenty years ago. They then had the nerve to write and say that they felt going to the ombudsman was unnecessary ! This was after a staff member had laughed at my complaint on the phone...
Anyone else having a good time with Nat West?