Active discussions

Meet the Other Phone. Protection built in.

Meet the Other Phone.
Protection built in.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

URGENT.. Help re natwest

42 replies

Missatkins · 23/10/2021 21:28

Apologies if this has typos etc but I am losing my mind. Tried to make an online purchase about 2 hours ago and when I got to checkout my card was declined. I've plenty of funds in the account but went into my phone app anyway. To my horror, the account page only shows my isa and loan account, with no evidence at all that I have a current account. Tried again on my laptop and the same happened. Been on live chat with natwest and all they suggest is getting in touch with the fraud team after 8am tomorrow. WTF!!, I'VE been trying to call the natwest but just keep getting a stupid message saying they're busy. What can I do? I'm going around the bend HELP

OP posts:
Original poster
Missatkins · 23/10/2021 21:29

Just to add, there's (stupidly) a fair amount in my current account!!!

OP posts:
Belledan1 · 23/10/2021 21:32

I wonder if more technical than fraud as if fraud surely your account would show but with money taken out. I hope you get to bottom of it. I would try and ring 24 lost and stolen see if they are more helpful.

WickedWitchOfTheTrent · 23/10/2021 21:34

Can you try ringing their fraud team number 03457 888 444

Minkribs · 23/10/2021 21:46

Don’t panic. My husband is with NatWest and his accounts randomly disappear from his online banking at odd times. They reappear within a couple of hours. No idea why it happens!

Spottybotty20 · 23/10/2021 21:49

I once lost all access to my NatWest accounts because I’d updated my address and there was an apostrophe that sent the system into confusion. Was a right pain in the bum to get them to sort but was fine once they did.

Original poster
Missatkins · 23/10/2021 21:51

@WickedWitchOfTheTrent

Can you try ringing their fraud team number 03457 888 444
I've been trying without success to get through to that number. I'll keep trying... I'll be incoherent by the time they answer as I've glugged half a bottle of Sancerre whilst I've been on hold 😒
OP posts:
SingingSands · 23/10/2021 21:53

Maybe check if your app requires an update?

PheonixGlitterRepublic · 23/10/2021 21:54

Something similar happened to me once and I was also terrified something dodgy had happened to my account, but it miraculously reappeared and started functioning as normal again so I put it down to some kind of technical glitch. Just putting it out there that it’s a possibility.

mrsbyers · 23/10/2021 21:56

Try the normal online banking

Original poster
Missatkins · 23/10/2021 21:58

@mrsbyers

Try the normal online banking
Already tried and the account isn't there either. Still on hold and losing the will to live 😭
OP posts:
Longdistance · 23/10/2021 21:59

Banks usually update their systems on a Saturday night. Perhaps it’s that?
It seems you can’t do anything until the morning. Maybe enjoy your Sancerre 🍷

Andiu123 · 23/10/2021 22:08

Happened to me earlier this week. Think it is their new system. I was online shopping and my third purchase was declined and then two seconds later my current account disappeared. On line chat put me through to the fraud team who sorted it out very quickly - I did think it was a bit over the top!

Bonsaibreaker · 23/10/2021 22:13

Ifvitd your current account can you not drive to an ATM to check your balance?

DaisyNGO · 23/10/2021 22:18

@Bonsaibreaker

Ifvitd your current account can you not drive to an ATM to check your balance?
I would be scared it would swallow my card

It will be easier to keep your card I think.

Did this happen with TSB? My parents were in that but I don't know what happened, was ot no access to accounts or they looked like they were gone.

I'm sure it will be sorted.

silveryslade · 23/10/2021 22:18

This gives me the shudders. Everything is paperless, don't even get statements sent now. It all seems so virtual. Do people download their statements and save them elsewhere?

Firsttimecatlady · 23/10/2021 22:19

Same happened to me yesterday. Card declined when I have plenty in account. Account is back showing in on the online banking today. Hope it’s a similar technical glitch for you x

RobertaFirmino · 23/10/2021 22:27

I've had this happen too. Natwest are a decent bank, always found them very fair but my god, they take security to a new level!

DaisyNGO · 23/10/2021 22:28

@silveryslade

This gives me the shudders. Everything is paperless, don't even get statements sent now. It all seems so virtual. Do people download their statements and save them elsewhere?
We still get paper statements

We're hoping to move next year and have heard that some EAs or solicitors (not sure) won't accept downloaded ones. I guess it doesn't matter, you just order one in the bank. But it seems easier to have stuff on paper.

Original poster
Missatkins · 23/10/2021 22:30

@Andiu123

Happened to me earlier this week. Think it is their new system. I was online shopping and my third purchase was declined and then two seconds later my current account disappeared. On line chat put me through to the fraud team who sorted it out very quickly - I did think it was a bit over the top!
I thought it could be that as I've bought a few things today, but I usually get a text from natwest asking me to approve the payment. It could be a new system. Still on hold... As soon as I've finished the wine, I'm going to hang up, take a melatonin and try to sleep 😔
OP posts:
silveryslade · 23/10/2021 22:30

I never know what do do for the best. You get warned paper statements are a security risk. Then when stuff happens like this you think, well what can I tell them to retrieve the information?

HeddaGarbled · 23/10/2021 22:32

My NatWest app says they’re doing routine maintenance overnight tonight and online banking will be unavailable.

silveryslade · 23/10/2021 22:32

And so many different passwords. Do people email stuff to themselves? But then how secure is that?

HemanOrSheRa · 23/10/2021 22:33

I've just logged onto the NatWest App. They are fiddling around with their systems again tonight. Maybe something to do with that?

Original poster
Missatkins · 23/10/2021 22:35

@Bonsaibreaker

Ifvitd your current account can you not drive to an ATM to check your balance?
I've had too much to drink now, but that's a good idea x
OP posts:
DILevil · 23/10/2021 22:37

No advice but I hope you get through to the 24hr number.