Review Time
The UI is crusty, feels like it was built by a GCSE computer science student. Payment reference is linked to payee rather than the payment event so I made a withdrawal called "test withdrawal" - and now every withdrawal I ever make to my external account is called that forever, unless I completely set up a new payee, which I don't want to do because it took so long. Security is also questionable, they put limitations on password characters, which screams security vulnerability. They had a decent interest rate which saves them from a 1 star review. At the end of the day, it's a savings account and it works, but that's literally all the good things I can say.
I opened a savings account and I'm still waiting for my login details to arrive by post! We live in an era of online banking, so how does this bank manage to operate? If this is how it starts, I can only imagine what the rest will be like. Unbelievable!
I completed an online application for a savings account today and received an email with an application reference number. It instructed me to click a link to upload my document. After entering the required information correctly, I received an error message stating the details did not match. After calling the provided number for support, I was put on hold while they contacted the company. I had to explain my issue multiple times, and after a long wait, the call dropped. While both representatives were friendly and professional, it raises questions about the support process. If my application is with the company, why not provide the relevant helpline directly? Additionally, as a customer of the parent company, why am I required to provide proof again? Unless I receive confirmation of my account or can successfully upload my document later, I may reconsider my application.
I was pleasantly surprised to receive such helpful customer service today. I encountered issues while setting up my login account, and a representative from the support team was incredibly patient and supportive. Thank you to the company for providing such outstanding service. I wish all businesses had customer service like this!
Today, I was pleasantly surprised to encounter truly helpful customer service. I had issues setting up my login account, and the representative I spoke with was incredibly patient and supportive. Thank you to the company for such excellent service. I wish all businesses had customer service like this!
My experience has been entirely positive. I set up my account in September with no issues logging in or transferring funds. Once a withdrawal is set up, the details are saved for quicker access next time. I deducted a star due to the absence of an app.
As an online-only financial institution, it's quite outdated. There’s no app, the website isn’t mobile-friendly, and security details are sent by post, which took 12 days to arrive. So, a key takeaway: don’t deposit money until you receive the security details; I didn’t anticipate the delay and lost access to my funds for a period. Also, the system may reuse details from previous accounts, so if you had an account ages ago, be prepared for potential complications.
This has been absolutely frustrating. I've had to reset my login details four times and wait for new ones to arrive by post. Based on their 'within five working days' promise, that totals 20 days, plus non-working days. I don’t understand why I can’t reset these online like with my other accounts. I’ve never faced this issue with the parent company. It's been a full six weeks since I opened this account.
The initial account setup was annoying but manageable. However, I discovered that the account lacks the ability to set up standing orders for regular withdrawals, and setting up monthly payments is far more complicated than with other banks. I will be moving my funds elsewhere.
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