M&S Banking 4+

A few weeks ago, having spent at least an hour trying to find out how to get a passcode because the instructions bore no resemblance to what I could see on screen, my account was locked. By this time I’d had enough so I waited till today to phone up to get my account unlocked. Unbelievably, I got through within minutes and the woman assisting me was very patient while I tried to juggle getting a passcode via the app with logging on via the website. Finally got it sorted, hurrah. On my iPad I can log in and out OK. But using the app on my iPhone I’m yet again being told I’m still locked out. I’m so fed up with the whole rigmarole that I’ve given up and will just use the app on my iPad.

Completely dissatisfied with the service provided by M&S for my credit card. Costly errors made with regards to wrong payments being taken from my bank account causing me to go overdrawn. Time wasted trying to email or get through to speak to an operator to resolve these errors. Not happy with the way my calls were handled and the issue is still not fixed. I was put on hold for up to 15 mins on one call. Another call operator said he was going to explain what had happened and what was going be done which I needed to listen to but I might not like, but I should listen to what he had to say!? I did not understand what he told me at all but trusted that he said I did not need to do anything and it would all be resolved. I applied for a M&S credit card to do a balance transfer to pay off monthly but instead money was transferred from my credit card to my bank account which then exceeded the credit limit. Letters that were received were duplicate letters. Three in total. The print was so faint it was impossible to read the wording which led to more confusion and worrying as to why I was being charged in the first place for exceeding my credit card balance which wasn’t done by me. I have never experienced these problems with any other provider and wish I had not chosen to go with M&S to clear my credit card balance.

I do not like using the M&S app. It does not have a user friendly interface. It is so awkward in use that i regret getting an M&S credit card. If you don’t know how create a user friendly UI, and functionality on the app why not copy an existing one, for example the John Lewis app. It does everything you need to do on a credit card app in a very efficient and convenient way without constantly switching you between the app and online banking. So that’s one suggestion for improvement in the M&S app. Another is the app does not remember the payment card details even though I have direct debit set up. Instead, you have to enter all the details every time you want to make an extra payment. More, the home page lists all the services as if i have them. They shouldn’t be so prominent on my home page, my account details should be. There are many issues with the app. Please just try using and you’ll understand. How could this horrible app go to production? Please take inspiration from the John Lewis app as it is very elegant, simple, super easy to navigate, which makes managing your card a breeze.