Review Time
Terrible experience with the service. My mortgage was recently transferred to this company, and now I’ve lost access to online banking for my mortgage. I can’t adjust payments without contacting the support team, who don’t seem to grasp my requests and only mention that many former customers are facing similar issues. For 16 years, I had immediate access to my mortgage account, allowing me to change payments at will and manage my offsetting effectively. Now, all access is gone, and it’s baffling how both companies, being part of the same group, could mess up the system like this. They keep sending me monthly payment notifications, which feels like a step back in time by 30 years.
My experience attempting to access the mobile app was incredibly frustrating. I interacted with an AI and spoke to a representative. I had to enter digits for a memorable word and received calls from a computer to input a 4-digit number. There were so many steps just to access the app, and ultimately, it didn't work, resulting in my app being shut down. Now, I'm waiting for a letter in the mail. While I understand the need for security measures, this process is unnecessarily complicated. This does not reflect good customer service—improvements are needed.
An incredibly frustrating experience trying to get into the mobile app. I interacted with AI and a representative, entered digits for a memorable word, and received calls from a computer to input a 4-digit code. There were so many steps just to access the app, and ultimately it didn’t work, leading to my app being shut down. Now I'm waiting for a letter in the mail. While I understand the need for security, this process is overly complicated. This isn't what customer service should be - improvements are necessary.
It's nearly impossible to reach anyone if you need assistance but can't use the phone. There's no email address, the live chat is unresponsive, and there's no way to send a message regarding your account. I eventually reached out via social media and was told to file a formal complaint, but I can't do that as there's no way to contact them!
The branch manager at a local location refused to assist a disabled elderly customer in getting back to her bus stop during severe winter conditions, citing insurance policies. The poor woman had no food and had to visit the branch for money, where she would be at risk if she used an ATM. There was no compassion shown!
As a disabled customer, I informed the fraud team that I couldn't visit their local office due to being housebound and needing an ambulance for transport. The representative disregarded my situation and insisted I come in. When I requested they arrange the necessary transport, he continued to insist I could only resolve matters at the branch. Eventually, the call was terminated. I reached out again, and another representative finally recognized my inability to travel and worked to resolve the issue. My card was cleared, but I am very dissatisfied with how disabled customers are treated.
After being a customer for about 14 years with my primary and savings accounts, I feel treated like a bad debtor. My new credit card has a 49% APR, and my credit report shows low scores, yet I have good standing with others. I've never been able to speak with someone in authority, which is disheartening as I have a significant amount in my accounts.
Using their chat system feels like pulling teeth; I spent over 5 hours with no resolution. I'm not receiving text notifications for new messages, even though my settings are correct. The dispute process is confusing, with no actual form to fill out, just a chatbot followed by a foreign help center with poor English skills. They need to improve their customer service, it's terrible.
After banking here for over ten years, I can say they are the worst in terms of honesty and customer service. I’m closing my account and moving to another bank because I can no longer trust them after experiencing incompetent handling of my disputes.
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As part of the Lloyds Banking Group, Bank of Scotland offers its customers a wide range of financial products and help.
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