I am writing to tell you of a particular frustrastion which I am sure you could easily resolve.
I have never understood why I have to go all around the website to find the fixed rate ISA rates being applied to my various accounts. Surely, as you get with other providers, that information could be detailed in the acount detail option? Fixed rate ISAs are a particular problem, as not included on the interest rate sheet/window along with cash ISAs.
I just think your system knows what kind of account it is, when it was opened and what rate is being applied so it should be very easy to include this what ever the savings account in the account detail for the customer. Save a rather circuitous trail by us to find out. It is just too difficult and frustrating. Time to catch up with other providers I think. Thank you
Hi, i have raised this issue more than once, as i feel that the real time transaction should be re-instated, in this day of age, we should be able to know what's going on in our bank account, imagine we have made a purchase, wait for another day or 2 for the debit transaction to complete, what's if that transaction went wrong and we as a customer would like to find out what/where and when the money gone out.
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??
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.
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.
I find it quite frustrating to be timed out of the system when I've been inactive. There are many reasons for wanting to have a page open online and not wanting access to be timed out e.g. checking through historical transactions against previously downloaded statements which requires access to say excel and your online system. I fully understand and respect the need for security and traditionally time outs have been used to protect customer data. Perhaps there is a way that customers could be enabled to keep data active without being timed out and without having to refreshing the data. Could a hold button be provided to retain an active session at the customers request? A message could be flashed up warning the customer of the risks etc.
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
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.
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.
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 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!
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.
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'.
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.
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.
Is it possible to be notified via email, app or text when money is paid into my account? Some sort of 'you have funds' type notification. I know that security concerns probably wouldn't allow the actual amount to be mentioned but maybe the person/company paying the money could be.
There's topics on everything from getting to grips with the mobile app, to understanding international payments.