This is not really a major rant about Natwest’s support, but rather just a little bit of something that frustrated me.
I was placing an order on Play.com earlier and when it came to the point where I normally enter my Natwest banking password in a little iframe to verify the payment it gave me an error instead. It said to contact customer services and quote error code 6001. I called them on their really handy regional phone number and a lady called Sarah answered. She got confused by what I was trying to explain and hearing the word “website” in my description she told me that I should speak to the online banking team.
A lady in the online banking team answered and I explained that I was pretty sure I was in the wrong place, then explained my problem. She confirmed I was in the wrong place and then offered to transfer me through to the SecureCode place instead. I said yes please and went back on hold for a minute.
A Scottish guy answered the phone to me, so I explained the problem again and gave him the error code. He asked if I had my card, so I had to come back into the office to get it to pass security. He told me that he couldn’t see any order on the account and assured me that the problem I was having was because my workplace is blocking popups…
I was actually speechless. Since I’d got the information I needed from him (no order had gone through) I just said “ok” and finished the conversation without letting him know how wrong he is. First of all, an iframe is not a popup, and secondly my workplace doesn’t control what software I have on my PC. I knew it was pointless to disagree with the guy so I just agreed with him and went my own way.
Back at my desk I went through the order process again and got no errors whatsoever. So yeah… Thanks Natwest. 😉