Yes, it used to be atrocious, now it's merely poor...
They have this annoying login procedure where you have to enter a ten digit customer number, select three random numbers from a four digit PIN number, then select three random characters from a (in my case 12 character) alphanumeric password. If you get it wrong twice, they permanently lock you out of the system. At one time (as I discovered the hard way), the lockout was silent - it would let you keep trying and trying, and it would just tell you you'd got the password wrong every time. When I phoned the customer support number to say it wouldn't let me in, they asked for the answers to various security questions that I'm sure I've never given them (memorable dates and suchlike), then the operator got annoyed with me for not knowing the answers and said he would send a new activation code out by second class post. The customer number is made up of your date of birth and a sequential serial number. I imagine it would be trivially easy to enter the serial number part wrong and lock out somebody else who happens to share your birthday. Just to twist the knife a bit further, they automatically log you out after a few minutes of inactivity, so if I go away to check my credit card statement on another site then come back to the Natwest system, I frequently find that it's logged me out and I have to go through the whole annoying login procedure again.
They also have a habit of regularly disabling the online bill payment service "for security reasons" - usually when I have an important bill I want to pay.
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They have this annoying login procedure where you have to enter a ten digit customer number, select three random numbers from a four digit PIN number, then select three random characters from a (in my case 12 character) alphanumeric password. If you get it wrong twice, they permanently lock you out of the system. At one time (as I discovered the hard way), the lockout was silent - it would let you keep trying and trying, and it would just tell you you'd got the password wrong every time. When I phoned the customer support number to say it wouldn't let me in, they asked for the answers to various security questions that I'm sure I've never given them (memorable dates and suchlike), then the operator got annoyed with me for not knowing the answers and said he would send a new activation code out by second class post. The customer number is made up of your date of birth and a sequential serial number. I imagine it would be trivially easy to enter the serial number part wrong and lock out somebody else who happens to share your birthday. Just to twist the knife a bit further, they automatically log you out after a few minutes of inactivity, so if I go away to check my credit card statement on another site then come back to the Natwest system, I frequently find that it's logged me out and I have to go through the whole annoying login procedure again.
They also have a habit of regularly disabling the online bill payment service "for security reasons" - usually when I have an important bill I want to pay.