Marksandspencermoney 

The worst credit card operation I've experienced in 40 years of banking. Shocking APP functionality, security etc is a nightmare to navigate. Shocking!!

Really bad. Random charges if you don't frequently use your credit card with no correspondence, can't log into account due to only being able to have 2 devices registered. A card I haven't used (as its for emergencies only) in the last 2 years so an old mobile number and when you call, they claim they can't help over the phone without generating a security code to the app? That I can't get into... the phone lines are always really bad and take ages and half the time there is some sort of technical fault and they request you call back within 1 to 2 hours to "see if it's working again". The customer service representatives are clearly reading from scripts and don't ever go off their prompts, zero compassion and no real service. May as well be talking to a bot.

Awful app and security procedure. Wanted to check my spending and balance. Wasted an hour and still not cracked it! You try and put your date of birth in and have to tap back in my case over 50 years , what a joke! This was on a Android phone maybe different for others. Have other credit cards and have none of this nonsense. If it wasn't for the fact I shop in M&S and get vouchers etc I would cut the card up! Still considering that option !

Gutted - had my M&S credit card for years and have loved it. Got all the perks and vouchers and was really happy with it. Suddenly, I couldn't access the app, so got in touch with customer services. After a discussion, she called me back and advised me that I would have to delete an app on my phone as its no longer compatible with the M&S app. Not understanding I tried to download it again. I seriously cant believe what happened next. It advised me that for me to continue to be able to use the M&S app I would have to delete my antivirus app, the lady on the phone confirmed they are making changes to make it more secure. I pay for Microsoft and AVG antivirus, it wanted me to delete these to have my M&S app, which I can only continue to use my card if I have the app. Disgraceful, its a legitimate app - how dare M&S tell me what I can have on my phone. The end of my conversation ended with the lady confirming I wouldn't be able to use my account anymore unless I do as they want, all for security purposes. Firstly its a legitimate app secondly who gives them the right to have any opinion on my apps. I ended the call and have had to close my account. The lady I spoke to agreed this was ridiculous and she cant believe Im having to do this - they gave me £25 compensation. I hope its worth losing all your good customers. I wont set foot in there again for anything and spend a lot of money on food and clothing. Terrible way to treat loyal customers.

Honestly one of the most frustrating experiences with M&S Bank with my credit card!!
Received a text on Monday stating they thought there had been fraudulent activity on my account and asked me to confirm a transaction. The information did not make any sense so I said no which resulted in them blocking the card stating they would call me in 24 hours. Call not received so I rang on Wednesday and was advised the card was fine and not blocked. Asked to speak to a Manager as I was not convinced that the information was correct. Manager stated the same but said they would get the Fraud Team to call me. Thursday still no call so rang them again and was out through to Fraud Team who took asked 10 questions about my account then said somebody would call me and cut the call off!! So one blocked card and no idea when it will be cleared for usage.
Goodbye Marks and Spencer’s! You are a shambles !!

I had set up a direct debit but the payment wasn't taken and I got a text saying they'd missed my payment - so that will go down on my credit file. I spent over 1 hour on chat. It's always SO painfully long and drawn out on there to get any answers. And then you don't get any, anyway! I'm going to pay the card off in full, close the account, and complain formally. The last time I was on there, again, it was for a long time and the operator, without asking, froze my card! No, never again. There was no resolution - they just blamed me for not setting it up right. Customer service is absolutely terrible. Shockingly bad.

I rang M&S Loans yesterday to top my existing loan up. I got through to an operator who could barely speak or understand English. After much effort, she stated I couldn’t top it up because my payment hadn’t cleared (bearing in mind my DD came out 2 weeks ago).

She provided me with a sort code and account number to log into online banking to manage my loan however, I do not have a current account with them.

I hung up and tried to login and to no surprise, it wouldn’t work. I rang back and spoke to another operator who stated you can’t manage personal loans online and as such, don’t come with a sort code and account number.

The operator I initially spoke to provided me with somebody else’s bank details to log in online. This is absolutely terrifying! Luckily for that person, I ain’t a conman so have discarded them.

Due to the immense infuriation and lack of customer service, I attempted to take a second loan out online with M&S. I was asked if I was an existing customer, if I already had a personal loan and if I was using this new loan to repay my existing loan. I answered YES to all 3 questions. It told me to contact them.

Unsurprisingly, I got through to the offshore contact centre and spoke to a lady who advised me I need to answer NO to all of the questions. I asked her why do I have to LIE to take out a loan and she stated that is how they work. I questioned this process and expressed my concerns with having to LIE to get a loan out and the lady operator was of course no use and told me to hang up and ring back if I didn’t believe her.

I hung up, called back and had yet another inaudible and painful conversation. She didn’t want to hear what I had to say nor did she want to help. When I was explaining why I had rang, she started yawning and talking over the top of me. When I asked for her name and stated I was filing a formal complaint, she went all quiet and pretended she couldn’t hear me. She kept putting me on mute and pretending to have “technical difficulties” which is ironic because there were no issues prior. She then placed me on hold where I hung up.

I just cannot fathom how a company such as M&S have outsourced their customer service centres offshore to individuals who couldn’t care less about customers or about their jobs. They don’t have a clue what they’re doing and they clearly aren’t trained, monitored or audited. The fact they’re dishing out other customers BANK DETAILS is a massive DATA PROTECTION issue and breach.

This is the most stressful money exchange company that I have ever had to deal with and when you try to speak to someone you end up talking to someone in a call centre with a strong accent in the Phillips. I've wasted so much time with M&S money exchange and I've given up. My advice to anyone is stay away from this service. It's not organised properly.

worst company ever, said they received direct debit - then said it had been cancelled by my bank. This was news to my bank!!!!- phone system is also the worst.

Took out a personal loan and went to pay it off within the 14 day period. I did this then started receiving letters saying they would be collecting the DD in a few days. Called them and spoke to a lady who told me the previous person I spoke to had not done her job. Two weeks later, no confirmation my loan is clear via letter, email or text. However, they can send all these when setting the loan up. My adv is to avoid M and S and go with another company. This was not an easy company to deal with and has caused me some stress!

Experienced an incredibly long drawn out issue over a new balance transfer card which was supposed to come with a £30 voucher which never materialised.
Spent more than 4 hours by phone and chat line but nothing was resolved. Totally frustrating as no-one at M&S Bank seemed to listen to (or tried to understand) my complaint. It really is impossible to deal with these people - my worst customer service experience ever. So bad that's it's changed the way I view M&S as a company and will avoid shopping there in future. I'll even go so far as returning recent purchases in order to make up for the missing £30 voucher!

Did have a M/S debit card and also a credit card never missed a payment but if you dont pay the cards off quickly they suspend your account and not renew your cards they are pathetic the worst dont open an account with them

Just off the phone for the 4th time today with M&S bank customer service and still don't have an answer. Was promised a call back in 2 hours and 5 hours later nothing. Absolute disgrace trying to speak to someone that doesn't cut out or have a dodgy line. Barely can understand due to operator's accent. Just signed up to this CC and thinking of canceling already.

quoted at 6%, then after a hard search they increased it to 7.9%.

I am a homeowner, with a well paying job and and debt/credit I have I pay off religiously and on time. After I filed my application, based on the 6% quoted to me, they sent me a document to sign with 7.9% APR. Over the course of the loan this would have cost me an extra £3,000k.

They don't stick to their word, and the 6% is just a way to entice you in.

I recommend Monzo instead. Banked with them for years and they have honored the APR that they quoted me.

Had an M&S card for 30+ years. Customer Services now virtually none existant. Spent 4 hrs yesterday trying to get access to app. Then tried to make a payment. All to no avail despite trying every method possible. It is the only company I have this amount of problems with and glad to see that I am not alone. Do no allow M&S to make any change to you repayments as its virtually impossible to get back on track.

Having had a very distressing experience with my M & S credit card myself recently, I wondered if anyone else had had problems with M & S Bank & so decided to take a look to see if there were any reviews on Trustpilot. Oh dear. Fifty-five pages of almost unanimous damnation. So I do hope the info I'm going to give will be of help to other dissatisfied customers -

The appalling customer services helpline goes through to a call centre in the Philippines & the call handlers have a very poor command of English. When you get through, insist that your call handler transfers you to the Bank's UK Chester office, so's you can make your complaint to a native English speaker who is also an employee of M & S Bank/M & S Financial Services PLC.

Alternatively, you can skip the crap "helpline" altogether & just write a letter of complaint to M & S Bank at its Chester office. The address is Kings Meadow, Chester CH99 9FB. (Obtaining the Chester office's phone number is like getting blood out of a stone, clearly M & S Bank do not want to talk to you.)

Do not go in for the M & S banking app or on-line banking. Know your statement date & use the automated phone service the day after that date (or another day of your choosing but certainly before the due date) to find out your balance & make your payment. I do this using my bank debit card & as the payment to M & S Bank is detailed on my monthly bank statements there can be no arguments from M & S about non-payment or late payment.

If you are not happy with the way your complaint is handled over the phone/resolved, write a letter to the Chester office (as above) clearly detailing your complaint & any poor service you have received. If the response comes by phone, get the caller's name & then write up an account of what is said together with a note of the date of the call as soon as you put the phone down. If you are not satisfied with the response, write another letter. It is ALWAYS best to put complaints in writing & vital to keep a copy of all your letters.

Under FCA rules, an acknowledgement of your complaint has to be made in writing unless it is resolved in 3 working days. M & S Bank also has to let you know the outcome of your complaint (in writing) within 8 weeks of your complaint. If this doesn't happen, or if you're unhappy with the response, - or if there's no response - complain to the Financial Ombudsman.

In certain circumstances (like scams) they have only 35 days in which to respond.

If you have lost money as a result of M & S Bank's numerous failings, consider initiating a claim for compensation from the company through the small claims court. If you are sure you are in the right you can do this very simply on-line & I promise the process is an easy one. You don't need a solicitor. Go to Moneyclaims.Gov.uk. There is a modest fee to be paid but you can claim this back from M & S when negotiating a settlement. An out- of -court settlement will almost certainly be offered as the Bank will not want your case to receive the publicity & consequent damage to its reputation of a Court Hearing.

Since joining M&S Bank over 10 years ago, the service has declined significantly. The last couple of years have been particularly bad, hence the appalling reviews today. The current rating is 1.2, with 92% of them only giving 1 star. In my latest discussion with them and customer services in the Philippines, I can only describe the experience has been absolutely diabolical. For UK based customers, these overseas based call centres are badly run, staff are rude, patronising, poorly trained and incoherent most of the time. Not good enough M&S, you need to address this situation before you lose your current customer base to other card and banking providers.

When is a bank not a bank? When it’s M&S Bank.I had an issue with them over visibility and clarity of their online accounts.
I paid some insurances with the ‘bank’ and immediately received a message saying that I was nearing (90%) of my limit. I checked my online account and couldn’t make out exactly what the situation was. So I called them and received a confusing response .I asked to speak with a manager and after a long conversation where I said that transactions were not in real time,I was told that they were not a bank in normal circumstances. I said that my card said M&S Bank but was told that as they didn’t have any current accounts or savings they were really just a credit card business which also did loans. I asked why ,if a customer was likely to exceed their limit and thus potentially incur a charge, they didn’t advise customers rather than say 90%.. There was no clear explanation.
As I have been with them for years and have a direct debit to pay any outstanding amounts IN FULL each month, I was left frustrated and disappointed with them.
NOTE: While writing this I received a reply from them saying that as my complaint concerned their processes and procedures, they will take no action and have closed my complaint.Great service? !!! I think not.

This has been the worst credit card I've ever had (no balance, paid off every month). I only persevered for so long for the points, but they reduced and I've stopped shopping at M&S
Any time I made a payment to someone that I hadn't before, it would be flagged as suspicious and simply not paid. My other accounts and cards flag payments but don't not pay them. Every time I phoned up same old story "We're doing it to keep you safe" - no, you're doing it to keep yourself safe.
Actually cost me hundreds of pounds as they refused a payment to a company I had made payments to in the past for a subscription at a preferential rate. Missing the payment meant I lost the rate. Thanks M&S
When I added it to Google wallet it would allow one or two contactless payments then refuse. Every time I phoned up, same story "okay, that should work now" . Spoiler alert, it didn't.
Sent in the card cancellation form as required. Never actually received a response. What a surprise.

Complete waste of time. I previously had a personal loan through M&S that I finished paying last year. I never missed a single payment. They WERE great. I want to do more home improvements so went online where M&S offered me a loan with 6.2% interest repayment over 5 years. I was happy with that so completed their required info. I then received a response ‘You’ve been approved’ etc BUT - good job I checked before proceeding. They had increased the interest payable to 14.9%!!!. They then had the audacity to follow up for me to proceed. I’ll never use of recommend M&S again. They’ve gone from being a company you could trust to a load of cowboys. They obviously have no respect for their customers.