Major UK bank M&S Bank has made an 'infuriating' change to paying off credit card bills, removing the option to use debit cards through its online banking services. Customers can no longer pay their M&S Bank credit card balances using a debit card on the bank's website or app.
Bank defends move
M&S Bank said most customers already use the 'pay-by-bank' option instead, where users log into their credit card account and are directed to access their current account to authorise payments without needing a card. The bank introduced this feature in December 2024.
An M&S Bank spokesperson commented: 'Our customers are increasingly opting to use digital channels for their banking needs and in December 2024 we introduced a pay-by-bank option, making it even easier for customers to pay their credit card via the M&S Bank app. Most customers already use this option, which has now replaced debit card payments through our online channels.'
Customer backlash
However, the change has sparked anger among some customers. One said: 'I am extremely unhappy to have to go back to queuing in my bank to pay my M&S credit card bill because they won't accept debit card payments online.' Another added: 'I do not want to pay by Direct Debit as I try and pay as much as I can, but sometimes I can only pay the minimum. Please just bring back pay by card!'
A third customer fumed: 'I have always used the debit card payment feature. I do not want to lose it! If the change goes ahead I will consider ceasing my account.' A fourth said: 'M&S had decided to cease to accept Debit Card payments. Terrible decision, with no consultation. I will be withdrawing my custom.'
Previous removals
This follows M&S Bank's earlier decision to stop customers from paying off their credit card bills by cheque or using bank giro credit. Last week, the bank, which had been part of the HSBC Group for more than 20 years, legally transferred to HSBC UK Bank.
