trying to report fraud to NatWest been on hold on phone for 50 minutes. Yes 50 mins

[WhyDoesNothingWorkj]

This is ridiculous. Helping someone elderly who doesnt use online banking.

This is just unreasonable. The UK is fucked isn't it?

Nothing works and everything is so difficult. It never used to be like this. You used to call and people would answer.

Who has the time to hang on for this long? No one would think this was a fair time to wait.

Yanbu. Once you get this sorted move to First Direct.

Why do First Direct actually answer the phone?

Still on hold. Now 58 mins.
Will I break the 60 minute barrier?

OP, you beat me! When I discovered a fraudulent withdrawal from my online savings account, I was 45 minutes on hold waiting for the 'security department'. And when I finally got to security, I was another 30 minutes on the phone.

Good luck!

There's a lot of fraud around

I have been with them since 1989. Never more than a minute to wait. They are super polite and helpful. There is another thread on here singing their praises. Their call centre is in Scotland.

I’m with First Direct. They used to be amazing with answering the phone after a ring or two (wasn’t their motto something like answering the phone within a few rings?). Anyway, since lockdown, every time I’ve called FD I’ve been on the phone waiting for at least 30 minutes.

But YABU to say the U.K. is “fucked” because you’ve had to wait on hold for a long time. That’s a bit ridiculous.

Osirus · Today 17:02

But YABU to say the U.K. is “fucked” because you’ve had to wait on hold for a long time. That’s a bit ridiculous.

It's not just that obviously. It's another example. Like the NHS. Like waiting in A&E. Like having operation cancelled after being nil by mouth for 24 hours, being in hospital and sent home. Like not being able to get a GP appointment because there aren't enough GPs, aren't enough slots, too many people but the council building more and more houses to put in more people into a tiny area unready at breaking point without creating more public services. Like closing the local hospital. Like closing the local court. Closing the library. Closing the nearest police station. Like holes in the pavement where you can break your ankle. Being able to go into a bank branch before they closed the closest one, then the next closest one - until you have to travel over an hour.

Everything is worse than it used to be. Stuff used to work. The bank would answer the phone. It's another example of how just nothing works any more.

I agree OP.

Nothing works anymore .

Especially apps! Who the fuck thinks it's ok to provide an app that doesn't work.

Whilst agreeing with you about worse customer service overall, I think banks are probably up there. Banks seemed to be the first to use Covid as a way of cutting down face to face service in particular.

I think though perhaps today may have been worse than usual, as because of the TSB issue this morning where child allowances have not been paid into accounts, people with other banks may be checking it has not happened to them.

YADNBU
I rang them earlier about an issue with my Rewards voucher which they've been promising to sort since May 😱🤡 I just want a refund now.

The pre-recorded robot voice was glitchy and grammatically incorrect; I actually hung up to double check I hadn't accidentally rang a scam lime instead of the real helpline, it was that bad. Absolutely bizarre experience. It claims to recognise you from your phone number now, but I thought phone numbers can be cloned nowadays?! I'm seriously thinking of changing banks

Switch to Santander, they were very quick when I was scammed.

Annnnddd my NatWest bank card didn't work abroad, even though I'd set it up to be used abroad for that time frame. I'd have been in serious trouble if I didnt happen to take a different card as well (a prepaid debit). I will never trust a NatWest card abroad ever again.

AND the app is the clunkiest, most budget, shittest thing on earth. And their customer service in branch is severely lacking.

Once I rang NatWest to make an overpayment on my mortgage, and the guy said "ooh aren't you lucky, most of us don't get the chance to do THAT" in the most catty and rudely condescending voice. I was gobsmacked at the personal comment (it wasn't even a large amount!).

Customer service is dead there.

Another recommendation for first direct. I never wait at all when I call.

@LyingPaintSample

Once I rang NatWest to make an overpayment on my mortgage, and the guy said "ooh aren't you lucky, most of us don't get the chance to do THAT" in the most catty and rudely condescending voice. I was gobsmacked at the personal comment (it wasn't even a large amount!).

@@ WTAF. That is next level unprofessional and really rude.

I'm not asking for much. Just answer the phone.
If your card had been stolen, and you were phoning to cancel it - assuming you are not a user of online banking for whatever reason - imagine what someone could do in a hour of free time!

I'm very lured by the sound of First Direct...

I am really surprised to hear that.

This.

I’ve never waited more than 5 minutes for them to answer, and it’s usually immediate. Might you be exaggerating?

this is a big selling point for first direct if it's true - @Osirus would be interested in your comments to @jamtarty s qu

i was the same with lloyds, kept being cut off!

Answering calls quickly and sorting stuff out on the phone has been the USP of First Direct since they were set up however many years ago, 30 plus maybe, and although it's not my main bank they always answer quickly, not quite as quickly as pre COVID I've noticed though

Everything you’ve mentioned about sub-par public services is the result of government decisions. I agree it is a shit state of affairs, and it makes (most of) us feel pretty powerless. To help bring change, you can do various things: voting in elections, writing to your council and/or MP, creating or joining a pressure group etc, or even stand to be a local councillor- or MP - yourself. All of these things take time, but they can be useful and give you a sense of agency and achievement.

Your bank not answering the phone is annoying, but it’s nothing to do with the state of public services. If it makes you really fed up (and I don’t blame you), you can change to another bank and/or complain to the bank.

And the staff on the scam team don’t even know about section 75 of the consumer credit act which is worrying really.

And don’t get me started on Cora the most unhelpful ai helper in the universe