May 7th, 2010 
Emily Young 
Let me state yet again for those sitting at the back (or who haven’t read my last blog – see below): NatWest’s customer service is a farcical parody of effective banking.
The synopsis is quite straight forward: I’ve been trying to get a replacement bank card for months, mine expired last week and, in the meantime, I have to go to a branch counter to get cash along with my passport.
Inexplicably, my card arrived on Friday by recorded delivery, two days after I wrote my first blog, instead of the stated five to seven working days. My new Pin had been posted separately. I guess I can thank the press office for that after they read my last blog (thank you!), naturally, a recourse the ordinary customer does not have access to. Then again, I’m not complaining… yet.
An accompanying letter told me to activate the card by text. I did so. A text in reply told me the card would be set live on Monday and I would be notified by text when it was set live.
However, I received this rather ambiguous text a moment ago, which sounds more like it belongs in the Da Vinci Code: ‘NatWest: Text services for [account password] are currently unavailable. For more information please call 0808 168 2959.’
What on earth is that supposed to mean?
So I call the number and they ask me where I got their number from. No, this is not the right number, I’m told, I must call 0845 600 2803. The operator on this line then tells me to call 0800 200 400.
The woman on this call sounds so bored and distant, she may have been drunk for all I know. Even though I calmly and clearly state what has happened (this was a struggle), she then exclaims: ‘Okay sir, I’ve just activated your car but a new Pin will have to be send out, which will arrive in seven to 10 working days.’
At this stage, I admit to getting slightly agitated. I ask her to stop what she’s doing, I have the card and the Pin, that I was clearly only enquiring about the meaning of their weird text.
She immediately hangs up.
I now wait to see what will happen next. Should I try my luck again? Take the easy route and get on to the press office? Just sit back and see if this sorry case can get its act together?
Again, I would advise any NatWest customer to join a bank that actually seems to give a damn about its customers – like the Co-operative or First Direct.
Alan O’Sullivan, banking correspondent, This is Money
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Tags: Natwest, Natwest Farce