Personal Natwest Avis 

I got caught in the dreadful biometrics trap, the feature on the mobile app that NatWest fondly imagine works but doesn’t. I get comfort from not being the only one! I’ve just spent ages on the on-line “chat” asking them to disable biometrics on my account: it will be a process of several days to achieve it. Wouldn’t it be nice if NatWest looked at reviews and spotted that they have a problem?

Utterly infuriating "blink your eyes" biometric approval has NEVER worked for me - not once! Shame Trustpilot won't allow zero stars....

Today, I tried to pay an invoice to a company I haven't sent money to before. Yet again, I'm faced with blinking away at my phone for four minutes until the approval request times out and I lose all the new account information I've diligently typed in to the banking app.

"I know", I thought to myself after an expetive-laden rant at my innocent iPhone, "I'll delete the biometric credentials and start again". Easy-peasy, I thought. Found the biometric settings and hit the delete icon. The Natwest app very diligently asked me if I'd been told to do this by another party, and then asked me to confirm the deleting by PUTTING MY 'FACE IN THE FRAME' AND BLINKING AT IT!!!

Completely, utterly and ridiculously unfit for purpose. I sign into my iPhone with facial recognition and it doesn't care if I'm wearing my glasses or not and even whether I have a beard or not - it just works. Seems that for the NatWest facial / blinky recognition to work, the lighting has to be completely perfect, it has to be a day without a 'Y' in it and the planets have to align.

I think I'll send a cheque.....

The NatWest Biometrics system is absolute junk. I've just spent 25 minutes on the phone to the NatWest call centre speaking to a very nice man who is getting it removed for me. Takes them 20 minutes to fill in the necessary forms. Such is progress!

NatWest CEO needs to sack whoever designed their biometrics system!

Loved Natwest and then signed up for biometrics. Horrendous to use. Has stopped recognising my "blink"
You can deregister from biometrics, but guess what you need to do to deregister....
BLINK!

Unbelievable that the biometric software was passed off as as suitable for release in testing. Absolutely not fit for purpose unless you enjoy waving your phone around and blinking when trying to "put me in the frame" whilst failing to do so time and again. Oh, and you have 4 minutes to get it to work, until approvel fails. There is a helpful timer displayed, just to increase your stress levels, whilst your futile efforts to be recognised lead to inevitable failure and you have to start again. Just to wind you up a little more, if you are on the desktop app whilst attempting to approve on mobile, the app will attempt to time out as another means of aborting the process.

The Nat West Bank I joined in 1971 and they still used nibs and inkwells, the Bank I have no problem but the biometric blink is a disaster and I gave up on it! I cannot believe NatWest would use such a crappy junk system. I gave up on it and glad I have, if I carried on I would have been locked out!
Michael Hawthorne

If I could give less I would. Been a NatWest customer for 10 years going to leave now. Can’t send money to anyone biometrics never works

Please fix the biometric system for making payments - it is incredibly unreliable and frustrating having to blink multiple times to try to make a payment. I have another account with TSB which uses facial recognition which is great, but the Natwest system is appalling. I had to pay some contractors recently for some work completed for our football club. It was hugely embarrasing spending about 5 minutes holding my phone in front of my face whilst blinking at it like someone with blepharospasm combined with a selfie addiction.

It is appallingly unreliable: it literally only accepts my face in bright daylight. Except when it does accept it. When I'm standing in exactly the same place and haven't so much as changed my expression. Then it randomly approves it. It is SO, SO infuriating!! 😡

RBS biometric payment approval rubbish and does not work. Unfortunately no star is not an option. Waste of time.

Tried to transfer money to my daughter and had to set up biometrics. I’ve tried countless times to make it work, all I get are various messages such as ‘quality not good’, ‘come closer’ and the inevitable ‘blink, blink, blink’! Have spent a couple of hours, spoken to 3 different NatWest staff and now have been advised to drive to our local branch and pay £26 for the privilege of sending my daughter money. What local branch would that be?

Nat Wests Biometric approval is total rubbish. I’m unable to make payments because of this useless technology. I’m seriously thinking of changing my bank if Nat West don’t sort this out and quick

I wish i could give you a minus ,after loosing my daughter suddenly your bereavement team are an absolute joke ,3 months later and you still don't want to pay my grandson what he is owed ,from his late mothers account .I am with Nat west ,have been for over 40 years but researching a new bank to change to .
You tell constant lies ,lies lies to customers

Biometric approval has locked me out of my account on more than 1 occasion... It's utterly rubbish

If a fingerprint and two factor authentication via SMS is good enough for EVERY OTHER BANK, why does natwest use this rubbish "Blink to confirm" nonsense!!!

If you are a bloke, with glasses and grows a beard quickly, avoid this bank, it literally sees you as a different person!

I'll leave natwest over this

Tried biometrics and after wasting an hour blinking eventually gave up. An absolutely ridiculous system, and unworkable. RBS was a god, reliable bank but now a joke to deal with. I now cannot transfer any large amounts without phoning to authorise. What a step backward.

Trying to pay anyone using their biometric put me in the frame nonsense is nigh on impossible!! Every time I try to pay someone it usually takes around 5 minutes of standing outside in daylight blinking like some demented lunatic with a bad eye problem!

I switched to this bank in 2019 as I had trouble with Smile the internet bank. I never got my switching reward and after making a complaint about recent problems they tried to denigh that I had even swicthed in the first place. The recent problems regarding moving money to another provider was completely fobbed off with scam allerts and fraud warnings. It was all explained as following the bank's t's and c's. I plan now to switch away from this awful/dishonest provider

the worst custumer care really, make something, your reviews are disgusting

Natwest are the worst bank I have used in 40 years. Transferred all our business money into account and we cannot pay suppliers due to biometric not working on app.
How do banks get away with such poor service!
On my way to the branch tomorrow, I will not be there happiest customer!

Having been harangued into using the Biometric Security Facility time and time and time again I finally succumbed very much to my personal cost. After going through the protocols to register and then finding that the system did not recognise my face I had to then attempt to unregister myself. The problem was that in order to do this you need to have your face recognised by the system that you are trying to drag yourself out of because it does not recognise your face. This is the latest backward step taken by Natwest in a series of backward steps. They seem to have lost sight of the fact that I am paying them to handle my money and it is not actually a privilege for them to do so for me. Their service continues to deteriorate as does my faith in them. I still use them but to a far lesser extent and have started conducting the vast majority of my banking elsewhere without the constant hassle.