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.
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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.