Personal Natwest Omdömen 524

I liked the NatWest app until I was asked to use biometrics. System says it recognises my face, but then tells me that it is not working - does not give a reason. Have loaded and then deleted the biometrics a number of times over several days trying, unsuccessfully, to change a standing order. Have got very frustrated and finally given up! The helpline told me that the system must be down!

I was successfully using NatWest biometrics on my old iPhone 11. I successfully registered my details for biometric approval on a new iPhone 15 but am still asked for my login number every time I use the app. Cora ‘chat’ is completely unhelpful and has no solution to offer.

Only gave 1 star because no facility to give zero. Awful invention because it does not work and it is now affecting my business big time. Biometrics keeps saying I am not recognised this week, despite working okay for 2 years. Now it keeps locking me out. NatWest please sort now!!!

All of a sudden biometrics doesn’t recognise my face no matter what I do, keeps locking my account. Don’t know what to do so started to use another bank as I cannot make any app payments with NatWest now and the whole thing is useless and frustrating. Horrible!!

Biometrics is a shambles. Doesn't recognise me at all. Completely ruined it with face recognition. Finger print was good enough.

Now I'm having to delay payments because I don't have my card reader on me to issue payments online.

Absolute joke.

Having massive issues with the biometric feature after it forced me to use it to set up a standing order. Found the app really useful and easy to use beforehand but not now.

Biometrics is the absolute worst. Can't do anything. To remove Biometrics..I need to provide Biometrics m which don't work. customer service haven't been any help at all.
App was fine without this face recognistion. They've just ruined it now

Sort this out natwest! What are you playing at? This is not a new problem! The hassle I have been through today to reactivate my app because of your problem is pathetic.
It's a good idea to have extra security but it's also a good idea to trust the people looking after my money.
I followed all instructions carefully numerous times, it simply doesn't work

Get blank screen on biometric approval whenever I am forced to set it up. Unable to see my card details without it. This app is untested.

They ruined the app with the facial recognition crap. Now I'm unable to send any money. Did they test this feature at all?! 15 years with Natwest now it's time to move on.

I have switch to Biometrics and for nd it ‘blinking impossible’ what a crock.
Not been able to activate at all so decided to remove. Can’t remove as I can’t get it to activate.

What I can’t understand is how they can continue to use when the feedback is so poor. The App as a whole is so I but to use biometrics is spoiling the whole experience.

Just removed the biometric facial recognition approval as it was just too annoying - 2 stars as at least the majority of time I could manage to get it to work unlike other reviewers! I also don't understand why the app was wanting me to approve tiny transactions to people I have made many transfers to before (eg pocket money to my children). Ridiculous and so cumbersome trying to get the right lighting and my face in the exact position with the phone in front of my nose and then blink! Terrible technology - and the irony is I have an iphone with facial recognition software to open the app in the first place that I have never had a single issue with!

Biometric approval is blinking hopeless. It does not recognise me blinking most of the time. I have just removed it. My local branch has just closed too, so can’t pop in to arrange payment to a tradesman over £1000, very frustrating.

Absolute nightmare of a Bank.
- You cannot move more than £1000 per day using the app unless you have biometric approval. You can’t get biometric approval until they decide, and they won’t tell you what you can do to convince them to turn it on.
- You cannot move money using the online service unless you have their card reader. They don’t send you a card reader when you set up the account, let when you go up to online banking, log in and then request one. Then it takes 5 working days to arrive!
- When they do an account transfer they won’t show you the direct debits they’ve moved so there’s no way to know if one has failed or there’s an issue unless you’ve written your own list manually before transfer.
- they force you through an online chatbot that doesn’t work well at all - it’s a gloried FAQ search. When I found a phone number on one of their emails I called it to get an automated message telling me the number wasn’t in use.

Awful awful experience. Will be leaving and never going back

Since retirement I travel most of the year so dependant on my phone apps. NatWest has served me well until they introduced the Facial Recognition biometric approval. It didn't work for me and I got help with it from my local branch. It's never worked since, and I've spent hours running around to find even lighting, blinking furiously, and removing my glasses - nothing! A year on, and several trips to my branch, I'm now online trying to get it removed; completely defeating the original purpose. I've resorted to threatening to move my account (banks offer £200+ incentive) and NatWest responded with a condescending reply (I've become too handsome!) and said that they would understand my going?! This from a bank I've been with since I left school 50 years ago! Unbelievable :(

Biometrics facial recognition does not work. I have tried multiple times and reloaded the App. If you wear reading glasses you cant read the instructions as the camera is too close to your face. The failure of the mobile App stopped online banking working until I cancelled the App. Come on NatWest you can do better.

The biometric blinking is absolutely useless. I have tried using all of the hints and tips to no avail whatsoever on both my iPhone and iPad. The app is becoming unusable leaving me to just use the main online system.

Locked out of the app due to facial recognition failure. I have an important payments to make, but now have to spend an age getting the app setup again.
Oh, and now I have to re-register for online banking. Wonderful.
Is this because I am older and have to remove my glasses (then not being able to read the on-screen prompts?) to do this. No idea, all I know is that we have passed a point where tech has become a hinderence rather than a help.

The facility to pay in a cheque online did not work despite many attempts. Had to take Taxi to the Post Office to pay in then had a 7 day wait for it to appear on my account. First and only time trying to pay in a cheque. Disappointed

Today I was locked out of my account for the second time in a month. I think they are trying to force me to use their Natwest app which I refuse to have. For many years I have used a card reader online to keep my account secure and it has proved to be a very secure system. (My landline doesn't have SMS so I have registered a dumb phone which will receive SMS texts ) Now I have to adopt their system of sending confirmation codes to my phone but noone can explain why I can't use the card reader to securely login. Altogether it took two hours and real threats to transfer ALL my accounts to another bank, before, on the fifth connection to the Fraud Department I was allowed to re-register my login details. The Fraud department said they had tried to ring my landline twice to confirm my identity which was not true. And when they cut off my fourth call to the Fraud Department I was furious as well as being frustrated.The irony is I am a volunteer who advises the elderly how to use the internet safely. You can probably guess what my future advice on banking online will be...........