Personal Natwest Avis 

I have reduced considerably my original saga following the switch to NatWest that went smoothly and applying for a credit card was also undertaken easily and then disaster struck. All I wanted to do was add my wife as an additional cardholder but the bank uses a facility called digidocs to confirm ID.

Too many times I submitted new ID and each time I was advised more information was required.
Getting fed up, I telephoned twice (the first call I gave up eventually) and after another 20 minutes wait was connected to a lady who apologised for the lack of contact and then proceeded to confirm that all ID checks were satisfactory and she would arrange for a card to be despatched to my wife.

Sadly, two days later I received an email to advise the ID was too blurry and it would be necessary to resubmit. This despite the earlier advice that all checks were satisfactory and a card would be issued.

I completed a complaint form as recommended by one of the agents and in a response to my complaint I was advised this has to be responded to within 56 days. Two days later my wife received a letter giving details of her PIN number and then two more emails, one to my wife and one to me confirming more information required.

After a further phone call, quickly answered, I was advised why the ID had not been acceptable. Following the advice I am pleased to report that my application has now been successful. All credit to all the agents who have dealt with me patiently and helpfully.

Next to useless, took for ever to set up. Now doesn’t work so can’t do anything using the app and the only way to turn it off is to use the biometrics which doesn’t work. Now will have to take time off work to go to branch which is no longer open on Saturday, real progress !

The Nat West biometric facial recognition app does not work on my phone and if it did I still wouldn’t want to use it. Ironically because of this I can’t see details of my debit card. I can however transfer money from the app to another account which is what I now do - ironically the purpose of having a bank account seems to be lost on the children who set up this app who also admit that it rarely works. I use two other bank accounts that are happy with my thumb print or pin code so f-you Nat West. Total rubbish

Rubbish doesn't work most of the time. I would rather use a card reader!

Biometric approval is ridiculous. Stood here like an idiot blinking 30 times to send my son his weekly pocket money to his NatWest bank. Doesn’t recognise my face half the time. Change it or I change bank

Have been with Natwest since leaving school in 1959!!!
Would leave within 5 minutes if it wasn't that at 80 years old I don't want the hassle of changing.
They screwed up an important international payment and then claimed it wasn't their fault (the transaction had been taking place for years every 6 months and all details had NOT changed).
Theit mobile app is indeed utterly useless so am reduced to carrying out all banking via my laptop as get a code sent to my phone. My solution is to transfer a proprtion of my monthly income to a Halifax account as a) they are efficient and b) have a human being to deal with...don't get me started on Cora¬

What a load of rubbish this bank is. their banking app does not work! Loading it to approve a purchase on line it keeps telling me something went wrong despite taking it off and trying to reinstall, it it is just rubbish. No support number to ring and the chat is a complete waste of time they do not put a live person online to help you. I think I will swap the account to Nationwide as they are very helpful and have real branches with real support both in branch and online and telephone support as well. Much better than Natwest who just don't care anymore. All they seem to do is close branches. I would give it 0 points if I could

I had been locked out of my account, could not send urgent payments, could not change my phone number all because of the stinkingly bad NatWest App Biometric approval. It's completely unreliable. Out of tens of trails, 1 will maybe succeed. It's so annoying that I have even tried mounting my phone on a tripod to be able to reproduce the exact conditions - nada, still does not work...

Please get rid of biometric login!

Honestly the worst thing on the Natwest app ever. I dread it every time I log on to send money, which is every week when I pay my cleaner. I haven't changed my face but my app NEVER recognises me, so it ends up blocking me and I have to start the app again, this happens at least 4 times before I can actually send money. Please get rid of this because it's making me want to change banks all together.

After endless attempts with blinking at home trying to help my mother set up her biometrics we went into a Natwest bank for assistance. There then followed an almost comical session with the employee helping mum by moving her around the bank to a variety of different places, trying different lighting in an effort to make it work. After several failed attempts of lengthy blinking, it finally registered. On returning home mum wanted to make a transfer of funds using her app and try as we might we couldn't get the biometrics to work. In frustration mum went back to online banking to make her transfer only to find that she now needed to approve it through blinking on her app! Totally frustrated we tried to remove the need for endless blinking only to find you have to use the biometrics itself to make this possible! Natwest, this is just not good enough! Banking should not be this hard!

I was relieved to find that reviews for biometric identification showed that this feature is completely useless - it is. I have tried three times today in different lights, with face in the frame, blinking away, and I have been told several times to try again. Very occasionally it does work. Perhaps NatWest could offer some tuition on exactly how to get a result. So frustrating when you're trying to pay for something or to send a money present. I find the app itself very useful and use it in preference to using my p.c.but please improve or get rid of the biometric identification.

Congratulations NatWest, you have created a system which, if it doesn't work for you, cannot be switched off, because it doesn't work for you. Absolute pants.

My Mum who is 92 was a loyal customer for over 40 years, we tried to open an Account for her in the UK so we could transfer her account from Jersey CI, after nearly 3 months it was still not opened, they got the names wrong and then kept asking for more ID where bar a DNA test there was nothing left to give them, they then found they had all the information anyway, needless to say we went elsewhere and got her account open in less than an hour and she has received her New Debit Card in less than a week, worst service ever.

This biometric system is DREADFUL. More often than not it takes anything from 5 to 10 attempts to work. I have another bank account that uses biometrics which work first time every time, no problems ever. Please fix this issue.

Biometric recognition is absolutely awful. I wear spectacles and can’t read the prompts but after a hundred attempts I know where they are now.
*put your face in the frame…it bloody well is in the frame.
* move your device closer…..it’s touching my *#@*@*@ nose. How much closer can I get?
* blink. I am in danger of having a permanent blinking condition.
NatWest you are pants

NatWest biometrics do not work with me at all. Set up in branch, tried until it locked me out.. I’ve been with this bank for 60 years, yes 60 and I’m to leave them very soon if they don’t sort this problem. There must be thousands of customers leaving !!

Been with Natwest since 1970 never had any issues until the advent of their blinking facial recognition ! No problem getting into the app works pretty much every time but try blinking to approve a transaction and it's totally inconsistent, highly susceptible to lighting changes and seems to prefer working only during the hours of daylight. I can no longer rely on getting a transaction approved online anymore it's so inconsistent and really am at my wits end having been locked out of my account several times at critical points. Think im going to have to seek alternative bankers if they are not going to listen to those of us who have problems because i'm not alone !

Exactly the same as the wealth of other reviews....your biometrics are the worst. I can't even turn the damn biometrics approval off as I have to log in with my face to do so...I've given up. After 35 years banking with you, I am going.
Tbh, I should have gone years ago, you've lagged in so many areas.

Needing to pay a deposit on an external door - urgently needed - my wife found herself required to get approval via bio metrics. Total waste of time resulting in us losing time ordering a new door. J. Now looking for a new bank.

Yet another customer experiencing problems with NatWest biometrics!!! Only seems to work during daylight hours!! NatWest please stop putting your head in the sand and acknowledge and sort the problem! Please!!!