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Review of the NatWest Group - Cora, Digital Assistant:

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Dreadful bargain basement customer service

Query needed transferring to a real person. On each occasion I was told I would be sent a text when a colleague was ready to chat and that this would be within an hour. Didn't receive a text. On the first occasion I missed my opportunity to chat (type) with a colleague. On the 2nd occasion I stayed on the chat for over 2 hours waiting, but none came and eventually gave up to wait for the text. It never came and I gave up and went to bed. Logged back into my NatWest app the following day to see a colleague had joined the chat 4 hours 10 minutes after it started, and I hadn't received a text yet again. NatWest used to be easy to deal with. If you had to call you would get through , speak to someone and be assisted. Cora isn't progress, it's bargain basement customer service at it's worst and obviously not done with satisfaction in mind. Reviewed on: 23rd November 2023

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