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.
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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.