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Review of the M&S Bank - Marks and Spencer, Personal Loan:

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Misleading and poor customer service

I wanted a debt consolidation loan for 2 credit cards to reduce the monthly interest I was paying. I did an online search a came across M&S loans who were advertising loans at 2.9%. I applied for a loan (having an Experian credit score of 999), went through the application process and supplied all the required information accurately. The next day I received confirmation that I had been accepted for the loan at 6.9% and just needed to call up to confirm I wanted to proceed. Although this was higher than the advertised interest rate it was still lower than what I was paying on my credit cards so decided to accept. On that call I was asked to provide 2x payslips which I did. They stated they would call me back to confirm the slips were acceptable and confirm the loan was in place. Having waited several hours for a call back which never materialized I called M&S again. On this call I was told that I had been refused the loan because I had a high balance on 2x credit cards! I explained that the whole reason for applying for the loan was to clear the credit card balances and pay less interest (which I also stated on my original application). The woman on the phone would not listen and it got to a point where she was plain rude and told me that the decision was final. Disgusting customer service. Why tell someone they have been accepted for a loan to then pull the rug from under their feet 2 days later? All the information I provided was 100% accurate and I was able to back that up with evidence when it was asked for. I would avoid M&S loans like the plague, with customer service like this it's no wonder they are a struggling brand. Reviewed on: 24th April 2019

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