mandsbank.com Reviews 

Absolutely dire. The app and the website are like something from the early days of the internet. So basic, and glitchy its untrue. The communications from M&S are sketchy, and the 'Help' bot is about as much use as a chocolate teapot. So many hurdles to jump just to set up something which should be way more simple. They dont even provide the info you need to do it. Seriously considering ditching them after just 3 days.

An utterly disgraceful service and complete waste of time. Misleading customers for days and days for a small personal loan, requesting documents and document, only to then be told that you’ve been rejected. Do not recommend.

Absolutely diabolical. Would give zero if possible.
Repeatedly failed to cancel a stolen credit card for 93 year old causing extreme distress.
To reassure parent cancelled direct debit to M&S as M&S wouldn’t cancel the card.
I (daughter with Power of Attorney), neighbour who went to support, me again tried to cancel. Only got cancelled due to threat of social media.
Letter of apology received reassuring staff acted incorrectly and would be trained.
Today M&S have written to demand a late payment fee!!! An organisation that has learnt nothing!

I've only given 1 star because that is the minimum. I foolishly agreed to go paper free statements, BIG mistake! Unable to log onto Internet banking to download statement. Contacted customer services who said they would send me a physical pass which would allow me to log on. When it arrived, the instructions to activate were via Internet banking which I could not access. After another 45 minutes on the phone going around in circles with a person who didn't appear to understand the problem, I've requested to go back to paper statements. Complete farce. M&S is not what it used to be, very disappointing. I will now pay my last statement and cut the card up!

One of the worst customer service I’ve ever experienced in Banking world. I just wanted a loan closing statement and M&S bank is not willing to support me. It is a complete joke. I don’t think there are any other Bank who is so difficult as M&S.

Had a loan with m and s for a while with no issues, as soon as you need customer support the customer service over the phone is absolutely shocking. Every single agent I have spoken to can barely understand English or simple instructions, dont recommend at all. Absolute joke

Sold me a loan i didn't want. Customer services unable to resolve it. Generally a really poor service

Several months ago I was encouraged to switch to digital credit card statements with the offer of a £10 credit. This was due to be received by 15th August. Today, 10 days later, I am still waiting and have just spent 26m on the phone in an effort to sort it out. Most of that time was spent on hold as they clearly had no idea what to do but I was eventually told that the £10 will be credited within 2 days. I am not holding my breath and would have expected better from M&S in the first place. A complete shambles as other reviewers have said.

I have a credit card and was offered £10 to stop written statements. So I did. Then tried logging into the app. Days later, I’m locked out and I can’t get in to my on line banking. Either on the laptop or through the app. I’m now going to have to cancel my card and get a credit card through my bank. Well done marks and Spencer …. Shambolic!

Customer Service is useless. Nobody wants to answer general generic questions.
Staff are so arrogant and being judge and jury themselves. They do not want to listen to Customers complaints
Maturity options are sent very late and if one inquiries why they not received MATURITY OPTIONS - THEY SAY YOU WILL GET EVEN IF THE MATURITY DATE IS ONLY TWO DAYS AWAY

Absolutely dismal company to deal with - very poor customer service with long periods on hold, little or no ability to make decisions. Our loan was approved but the money was never transferred. After ringing customer service, they couldn't offer any solutions, and at one point said the problem was solved when it wasn't. In the end we cancelled the application as we just could not be dealing with this company.

I applied for a loan which was approved with no issue, Good easy application process. However upon trying to receive the funds they did not deem my starling account able to receive the funds as it has to be a 'high street bank' when i explained that there are no 'high street' banks anymore. This was unable to be paid, unless I opened a high street bank account the funds could not be paid. I cancelled the loan. this was not clear and frankly silly in this day and age.

They keep chaging my credit card payment due date to the day before payday. 2 months in a row the live chat have confirmed they've changed it back, but they haven't, and now I've been charged a late fee. The website says you can call to make a complaint 8am to 8pm - I called at 7:30pm and was told the complaints team is closed, and they don't have an email. They've intentionally made it difficult to contact them so they can charge you extras.

I was unable to find an option to order a new M&S Physical Pass (battery low on existing one) from within my online bank account; After researching this online their web page states -
"Alternatively, if you wish to order another physical M&S PASS, please contact us and we will send you a replacement. Once signed in to Internet Banking, you can request a replacement via our 'Chat with us' service. This will avoid you losing any access to our service."
So I followed these instructions but instead of being able to order this as it suggested, After typing in my request etc I was informed I would have to call them. The Call after a frustrating round of pressing the numbers and listening to endless messages telling me to go digital, I ended up talking to/with a strange voice (AI?) which was painful.

1) Why suggest on your web pages you can get a replacement via the chat service when this is not the case.
2) Why do your physical passes not have a replaceable battery
3) Why not have an option to order a replacement one from within my online account (I think this is an option when you first login but not for a replacement)

Not Happy!

Having recently obtained an M&S credit card, I find the M&S Bank app inferior to various other banking apps. In particular (1) I want to use fingerprint login, but cannot set this to work by default. Instead, I am presented with a screen giving me the choice of biometrics or PIN. Other banking apps (such as Lloyds and Nat West) go straight to biometric login if this has been selected in settings. (2) Pending transactions do not show up immediately, but can be viewed in the list of notifications. Again, other banking apps (such as Lloyds and Nat West) show pending transactions in the list of transactions immediately.

I expected excellent customer service from Marks and Spencer Bank but I was obviously expecting too much. Long waiting times to get through to the relevant department, incorrect information given on two separate occasions - although the lines were so bad that I could barely understand what I was being told. I am still waiting for a fraudulent transaction to be credited back to my account despite being told yesterday that it would be credited "immediately". The ultimate irony was having to spend over 10 minutes trying to get through to the complaints department - intentional I am sure, as I like many others almost gave up waiting!

I paid off my credit card and they make it so hard to cancel it I should be one phone call away but it’s not been over a week with no hope of getting it done

Everything about this banking experience is rubbish & badly thought through. All passwords are hidden ads you create them (come on - we are not all creating passwords in an internet cafe !!!), you can't use a password generator so forced to use a simple one you can remember to repeat etc etc. This is web design from 10-15 years ago. Clunky use of the app with the website.... Grow up & get real.

Very basic functionality and service…banking in the dark ages. I wanted to pay off a large sum from a loan and they were unable to send any confirmation of the payment!?!. The service is so poor I had to check it wasn’t a scam number!! For a company that prides itself on quality this is a very long way from that standard, it really underlines the brand.

Trying to sign in to the banking website is painful at best and doesn't always succeed. they seem to want you to use the app, which is even worse.

In fact the experience in the short time I've been with them has been so bad that I'll be closing my card account very soon