This is a place for NatWest customers to share experiences, knowledge and help each other make the most of our products and services
I'm an RBS employee within Change Management.
I recently moved house, called NatWest to update all my addresses, they would only update my current account and not my credit card account. Result is I haven't got around to changing my credit card address. This process may be convenient for NWB but it is bad for the customer and leaves them to do our legwork. We should be providing customers with single point of contact for simple requests like COA.
Hi Natwest, I have a really straightforward question:
when are real time transactions going to be re-instated???
If we had never had this functionality, then fair enough, but having had it and then it being removed, feels like a huge step backwards in customer service.
When real time transactions were in place, I understand (from your previous responses) that you were receiving a large number of calls from customers who queried their balance, hence the change in functionality.
I would be really interested in understanding how many calls you now receive from customers querying which transactions are making up the difference between the headline balance and the available funds? Have you just moved the number of calls from one set of customers to another??
Having recently closed an account, I now can't get any of the electronic statement for it online - even the final statemnet showing account closure and final interest payments for tax purposes.
Would be really useful if statements fior closed accounts stayed available online for a while after account closure, especially if you still use other Natwest Products.
I have a payee that make periodical payments to and it's very time consuming to have to go to payee in order to change reference each time I make payment. It should be an editable field during payment allowing you for example to put a new invoice number that changed.
Would it be psosible for customers to choose their own packaged account? Maybe called "Select Combine".
Customers might not always want travel insurance but want mobile phone cover.
This way the package is more aligned to the customer and are more likely to hold onto the account package for longer.
When I look at online banking all I can see is 'NOTEMACHINE 01MAR' that doesn't tell me anything. If I made a few cash withdrawals at different places I want to know which one is which.
01MAR Nationwide Chelmsford
03MAR Natwest Gatwick
As I get older the delay before the online banking times out seems to be getting shorter.
Is it possible to put a tick box on each page that will reset the timeout delay, in the way that navigating away from a page does?
If this is not possible, then perhaps the period left before timing out could be displayed.
Or perhaps the computer could beep when only 30 seconds remain.
Having to log in two or three times in the same session is not my favourite pastime, nor incidentally is finding an American spell checker on a British bank website.
On my partners Barclays mobile app he can generate a security code via his mobile app rather than using his card reader. can Natwest look at this as I have about 5 card readers in various locations and they are never where I need to use one! very frustrating.
When paying in at automated machines with cash / cheque it would be good for the system to be able to email a copy of the receipt with copies of the cheques rather than printing them on paper that could be lost. This could be stored and sent as a PDF and held by the customer.
It would be great that on-line banking could even hold a "receipt store" linked to their accounts.
How joined up would that be!
Currently, your internet banking only shows Direct Debits that have been debited at least once. It does not show 'active' Direct Debits (i.e. have been set-up, but not debited yet).
There is no reason not to show 'active' Direct Debits, and it's a security risk as customers would not be able to identify a fradulent Direct Debit until at least one payment has been taken.
To clarify: Show Direct Debits online as soon as they are set-up, not when the first payment is taken.
Please can you stop the new sidebar thing that keeps popping up to the right of my screen when I access my account. Thank you. It's very distracting and not 'helpful banking'.
Have available through the online banking facility all the formal correspondence letters that the bank posting to its customers. For example, loan application responses, overdraft confirmation letters and anything else that the bank wants to communicate through post. The size of the documents is really insignificant nowadays if saved in pdf format, but that should reduce volume of calls of customers requesting copies of old letters or confirmation letters.
With another bank I hold an account with I am able to send them secure messages on-lime regarding my account. The reply isn't instant and I expect to wait 24-48 for a response.
Something like this would be great on NatWest and even better if it was available through the App.
You would be able to ask a question relating to things such as an unrecognisd tranaction on your account etc.
The stock response to this is that I should contact the retailer with whom I have agreed to pay a rolling payment such as a subscription fee. And if the retailer continues to take the payment, I should contact Nat West by telephone. This seems daft to me. I have contacted the retailer. Why should I now have to wait X months to see whether they will take a payment? It would be much simpler and more customer orientated if I could instruct my credit card provider not to make any further payments as I have cancelled my subscription.
Has NWB thought about having a card that has a Natwest debit card on one side and a Natwest credit card on the other. It will cut down on the amount of cards that you have to carry, reduce costs, loss cards and potentially fraud.
I've just received a LETTER informing me that there is a £6 charge due to a failed scheduled payment. I'm not complaining about the charge, because it was my fault.
Is it really necessary, however, in this day-and-age, to send me this sort of thing ON PAPER?!
I was already aware of the charge because I'd received an email about it, and confirmed it by looking at OLB.
I really don't need to be told twice, Natwest. I am using ONLINE BANKING and have signed up for paperless. Quite apart from the fact that it's cost NatWest some 30p so send this letter, it's a security risk (because the postman will occasionally drop things on the pavement), and it comes so late, I'm left wondering whether this is in addition to, or a repetition of, another charge notification.
There's topics on everything from getting to grips with the mobile app, to understanding international payments.