I'm a business customer and I use Natwest Bankline and phone app daily. The app has some concerning faults - like showing doubled transactions - 60K bill payment doubled up will raise your heart rate in a second, this leads to going through and check paper statements one by one. The app also has a error message every time I try to create a payment template.
Using bankline on Google Chrome means that after the latest update you are not able to view standing orders, direct debits or payment summaries. Cache needs to be cleared weekly just to do basic banking.
Reporting this to Natwest is waste of time, you can do this via their chat which will kick you out when the connection is timed out. Even if you do manage to raise a complaint or feedback it takes weeks or months to be reviewed - and you don't get a confident reply - no refunds for the time you have wasted due NatWest errors.
Don't get me started on the "Business profile update" - it is impossible to get right if you have multiple companies due the disastrously badly designed program where you have to submit numerous documents. They will not inform you why the submission has failed and the phone waiting times are long, you will get cut off or they simply dont answer. But of course the Business Profile update is mandatory as they will freeze your account if you don't do it in time. As an example, I started the process for 3 companies in March, I've just got an email 1st of July to state 2 companies have been approved.
Do not use this bank for anything important.
Reviewed on: 7th July 2022
