I had the most frustrating experience yesterday with NatWest.
Basics of the story; I put my salary in this one month to get the £175 for switching (well, closing an old account down really).
Went to transfer the money to Monzo online. I’ve done it before but it would only let me do £750 without a card reader (which I don’t have).
So. Popped into a branch. Firstly had to wait ages, but eventually the branch manager saw me and took me into an office. I told him I wanted to transfer funds. He looked and said I can do it via the app. I told him I couldn’t. He then said “We use the same system as the app so we can’t transfer 1p more than you can via your app” to which I laughed and asked what the point in a bank branch is. He could do some other type of transfer but that would be for a £23 charge and would arrive Monday.
Nonetheless he said let’s try. Popped my card into a machine and entered PIN. Came up as an error - he clicked around a bit and then said “oh”. Turns out he accidentally said my card was lost. So now it’s useless.
I said right can I get a card reader so I can do it myself. He said there was only one in the bank left. I sort of looked at him as if to say “Well… get me it then” but apparently even if he gave me one then, I would still need to go online and order one to activate the usage of them! Which is a waste so I declined getting one in branch. Not least that my card no longer works.
I was told I had to call telephone banking. He didn’t even offer me the bank’s phone.
When I did call, they asked me the same information that I use to log in to online banking so I don’t really see how any extra secure it is.
The chap was lovely, and he was surprised I was told I couldn’t do it in branch. He said they can transfer up to nearly £1 million. My funds were transferred after a few minutes. Crazily he was probably just doing internet banking like I could do.
Ugh. Just ugh.