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P ahmed

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Review of the NatWest Group - Cora, Digital Assistant:

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Bad banking service

I’ve been a subject to victimisation for my ethnicity on telephone banking services. I was treated unfairly and hanged up by mr Callum from faster payment team, when asked to speak to a senior staff to resolve my queries in regards to frozen funds when making a transfer to my relatives account. Mr Callum was being difficult, asking me to obtain a bank statement of the person I’m paying the funds to, that really unusual practices. And then mr Callum would not accept that I’ve passed all security questions for access to my account and deemed that I go into the branch to prove my identity, unusual. This whole irrelevant excuses started when I clearly consented to proceed to transfer my funds to my relatives account but mr Callum kept referring I’m falling a victim to fraud and it’s the reason why he won’t transfer my funds into my relatives account unless I go into the branch with my relatives bank statement to show I’m sending funds into legitimate person. This is really bad practice and then i called back again to lodge a complaint and the customer service member read the notes in my account and cleared all security questions, but won’t lodge my complaint because he believes I need to provide proof of legitimacy and clearly I’ve had to provide all necessary documentation to be an account holder in the first place. The just won’t comply that I’m going place a complaint and kept making excuses let alone completing my transaction queries. I been hanged up on again and I feel this would not happen if my ethnicity was any different, I felt victimised by both the customer service members because they kept referring unusual practices for an excuse. Really disappointed with the customer service and the banking practices. I’m going to let my Facebook and tik tok friends know about the treatment I’ve received from NatWest Bank. Reviewed on: 10th April 2021

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