I've banked with Natwest for 14 years. I never really have to use online chat, or call. Today I did both, and what a shock I got. I need to prove that I've paid a bill (I have) so asked Natwest what the best way to do it was. I was looking at my statement while I was talking to both. Neither representatives appeared to see what I was seeing. If I could see that the item had be paid, why couldn't the representatives?? They've also got rid of the freephone number, and the chat operators need to be told the same query three times, in detail. I still haven't had my query resolved. The woman at telephone banking's shift must have been ending, as she cut me off when I asked to speak to a manager. 14 years a customer, and this is how you are treated. Very disappointed.