mandsbank.com Avis 55

I was unable to find an option to order a new M&S Physical Pass (battery low on existing one) from within my online bank account; After researching this online their web page states -
"Alternatively, if you wish to order another physical M&S PASS, please contact us and we will send you a replacement. Once signed in to Internet Banking, you can request a replacement via our 'Chat with us' service. This will avoid you losing any access to our service."
So I followed these instructions but instead of being able to order this as it suggested, After typing in my request etc I was informed I would have to call them. The Call after a frustrating round of pressing the numbers and listening to endless messages telling me to go digital, I ended up talking to/with a strange voice (AI?) which was painful.

1) Why suggest on your web pages you can get a replacement via the chat service when this is not the case.
2) Why do your physical passes not have a replaceable battery
3) Why not have an option to order a replacement one from within my online account (I think this is an option when you first login but not for a replacement)

Not Happy!

Having recently obtained an M&S credit card, I find the M&S Bank app inferior to various other banking apps. In particular (1) I want to use fingerprint login, but cannot set this to work by default. Instead, I am presented with a screen giving me the choice of biometrics or PIN. Other banking apps (such as Lloyds and Nat West) go straight to biometric login if this has been selected in settings. (2) Pending transactions do not show up immediately, but can be viewed in the list of notifications. Again, other banking apps (such as Lloyds and Nat West) show pending transactions in the list of transactions immediately.

I expected excellent customer service from Marks and Spencer Bank but I was obviously expecting too much. Long waiting times to get through to the relevant department, incorrect information given on two separate occasions - although the lines were so bad that I could barely understand what I was being told. I am still waiting for a fraudulent transaction to be credited back to my account despite being told yesterday that it would be credited "immediately". The ultimate irony was having to spend over 10 minutes trying to get through to the complaints department - intentional I am sure, as I like many others almost gave up waiting!

I paid off my credit card and they make it so hard to cancel it I should be one phone call away but it’s not been over a week with no hope of getting it done

Everything about this banking experience is rubbish & badly thought through. All passwords are hidden ads you create them (come on - we are not all creating passwords in an internet cafe !!!), you can't use a password generator so forced to use a simple one you can remember to repeat etc etc. This is web design from 10-15 years ago. Clunky use of the app with the website.... Grow up & get real.

Very basic functionality and service…banking in the dark ages. I wanted to pay off a large sum from a loan and they were unable to send any confirmation of the payment!?!. The service is so poor I had to check it wasn’t a scam number!! For a company that prides itself on quality this is a very long way from that standard, it really underlines the brand.

Trying to sign in to the banking website is painful at best and doesn't always succeed. they seem to want you to use the app, which is even worse.

In fact the experience in the short time I've been with them has been so bad that I'll be closing my card account very soon

I have spent the last 45 minutes attempting to speak to an advisor at MandS Bank on the following numbers without success:

0800 997 996
0345 600 5860

Whilst I am able to connect to their telephone automated system, each option ultimately requests that I enter my digital banking details?

If I was an existing client I would but as a potential customer, it is impossible.

I have gone as far as trying to locate an email address and/or on-line form. Such actions have also proven fruitless.

Has the whole business world decided that customer, indeed, potential business means nothing these days?

All I want to know is whether a Credit Card Plus application has an outcome?

Their acknowledgement email (yes they used email) stated that it would take up to 5 working days for an outcome. It has been 6 working days and I really would like to know the outcome of my application at this time.

Does anyone know how to make contact or should I jump on a bike and search for ET.

Joking aside, this really is not good practice. Future applicants - be warned!

Having been the victim of an online scam and fraudulent transaction by Reservationscenter totalling £242, M&S Bank deemed Reservationscenter did not breach any contracts because buried in the Reservationscenter's T&C's was a clause that allowed the extra costs and charges to be added.
M&S Bank ignored the fact that these T&C's were not available to be seen before I made the purchase.
M&S Bank also ignored the fact that the 3D authorisation did not happen, as it always does for unusual or large transactions.
And to cap it all, as well as not refunding me a penny, M&S Bank also profited from my experience by charging me 3% of the transaction because it was in US$, something that was also not made known to me before I paid.
Having been a customer of M&S Bank for many years, with a not inconsiderable spend on my credit card annually, I am disgusted at its behaviour and lack of support. In addition, its actions are those of profiting, facilitating and supporting fraudulent companies.

I recently applied for a loan with M&S bank and was glad to be accepted. I was a bit skeptical after some of the reviews here but the application process was ultra simple. I had to call customer service to correct an error and the person who helped me was great and solved my issue quickly.
The loan was paid within the 5 days promised. The only thing I found a bit strange was you just get the agreement to sign once you've been approved and that's it. There's no bombardment of emails and updates, which is good but unusual!

The on line banking app has always been so different to all other banks in the world. I rarely use it and get paper statements sent. I tried to set the app on a new device as I am selling the current one. As it is all set up on the old device all I do is enter a 6 digit code in and yes you guessed right I forgot my password and no matter what you try and do to reset it it just keeps getting more difficult. I spoke to an advisor who in the end asked me for my cvv number I refused as no issuing bank know that number. Resetting a forgotten password should be the simplest thing. From today onward I shall cease using my credit card from this more than useless bank.

Telephoned the bank as soon as my wife realized she had paid with her M&S credit card to a fake website. The first person was incoherent, all I got was she would email a form. The 2nd agent I spoke to was no more helpful so I insisted on speaking to a supervisor who rand me the next day. At last someone explained that after 30 days I would be refunded. What about doing something to prevent others being defrauded or catching the criminals. She said they have had many calls about this web site but all they do is make a refund if the goods don’t arrive. And this was the fraud department ! Had this been explained initially it would have saved me making further calls. Terrible call centre so after being with M&S for about 15 years I will be switching accounts.

On phone forever and now still waiting.
Pathetic

App doesn't show 'pending transactions'. Received notification to say I've used over 90% of credit limit. Had to phone to find out what my total running balance is.
Not impressed!