Dreadful experience. Their systems are slow and useless. My son is living overseas, has sold a property here, and now cannot access the proceeds of the sale to purchase a new home. He has been unable to proceed with a house purchase as they failed to resolve what should have been be a straightforward issue, despite 2 weeks endlessly on line and on the telephone. Also we will incur a £10000+ currency loss with the delays. The systems are like something from the dark ages. We cannot access our money we are told until I upload my biometric details ( voice and face recognition) but RBS/ Nat west systems are not allowing me to do that. This account, which includes my power of attorney, has been in place for at least 20 years, yet now it seems these checks are essential and my 20 year identity needs to be reproved. And I’d be happy to do that if they'd only let me. Nothing but delay after delay, and they are incapable of resolving the issues or offering any alternative solution. No one seems capable of taking any discretionary action and no one takes responsibility for anything. The managers hide. You deal with person after person and have to repeat the same details over and over again. Noone talks to each other. It’s like beating your head off a wall. I despair and the stress of dealing with this has been/ is immense, and the disappointment re the house loss huge. Do not place any money in the hands of this incompetent, outdated, customer unfriendly business. We still haven’t got our money and I’m terrified this bank goes bust before we get it. I’m having to return home from holiday early so I can go into a branch where I will refuse to leave and chain myself to the desk until they get this resolved.