I had an issue where I got scammed, and trying to call the helpline was useless and their little AI ‘helper’ was useless too. It sent me on a constant loop of being told to talk to the helper, then helpline, then helper. Not everything needs to be automated you know? Only reason they’re getting a 2, instead of a 1 is that as a general bank they’re decent. As long as no scamming or fraud happens to you, like me, Natwest is decent.