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Richard Taylor

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Review of the M&S Bank - Marks and Spencer, Current Account:

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Dreadful Telephone banking, Dreadful On-line banking, Dreadful Customer Service

M&S bank offer a huge incentive to switch banks, so I did. After jumping through all the hoops and opening a sole and a joint account I discovered the M&S Telephone banking service is shockingly bad; it takes an age to work through layers of choices, before being forced to listen to the slow delivery of your current balance and then the slow delivery of your available balance...... then holding for an eternity whilst the telephonist becomes available. And I only use M&S Telephone banking when their on-line banking 'service' drives me to it. The on-line service is 19th century; I go to the log-on page; I enter my user-name and click continue to be bounced out with a message about this being the wrong log-on page, presenting me with an identical page where I can, again, enter my user-name. When I do manage to log on I can't find what I need (I have worked in IT for decades and have on-line accounts with more than ten banks - the M&S banking site is not intuitive). 'Hanah', the automated helper, is no help at all. Eventually I log-out and Google M&S ISA, and go to apply on line. After pages of forms about my antecedents and heritage I am presented with the last page, click 'continue' and I'm back to the start page, all information lost. I use the 'secure messaging system' to complain. At the end of my tirade it refuses my complaint pointing out it doesn't do semi-colons; then colons; then dashes...... finally it promises attention within 48 hours - if there aren't too many complaints. Four days later and no reply; I telephone - I'll have a response before close of business today (yesterday). Today, still no response. I thank God I didn't switch my First Direct accounts. Reviewed on: 30th September 2017

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