Review Time
I have an easy access account on the new platform, and I must say it’s impressive. The speed of deposits and withdrawals is remarkable, and notifications are instant. It's a significant upgrade from the previous platform (which is still in use for some savings). I highly recommend the platform, though I have some reservations about the account type (details below). Just ensure you’re using the new platform. Why not a full 5 stars? The frustrating practice of launching a new version of the easy access savings account with each rate change is quite bothersome. It’s unnecessary and makes it quite tedious to close one account and open another. I wonder why they can't maintain a single version of the account that simply updates its rates? While it’s beneficial if rates decrease, it’s quite annoying when they rise, requiring a new account setup, fund transfers, and payee updates. I would appreciate a shift to just one account type, even if it means accepting a lower rate when rates fall. It’s a give-and-take situation.
The experience with the mortgage process has been disappointing. There was a noticeable lack of attention to detail, with repeated generic responses and requests for information that had already been provided. Important legal documents were lost, and while the staff made calls, they seemed unprepared, having not reviewed the case files or emails, which hindered their ability to assist. I received more generic letters asking for the same information again. Communication via email was not possible, nor was a dedicated case officer assigned. There was no offer of compensation for the inadequate customer service and resulting frustration, and my complaints were ignored.
I have an easy access account on the new platform, and it’s been excellent. Deposits and withdrawals are incredibly fast, with instant notifications. It’s a significant upgrade from the previous platform (which is still in use for some savings). I highly recommend the platform, although I have some reservations about the account itself (details below). The reason I didn't give it 5 stars is due to the frustrating practice of introducing a new version of the easy access savings account each time the rate changes. This seems unnecessary and is quite annoying, as I have to close an account and open another. Why can’t they just have one version that adjusts rates? I know it benefits customers when rates drop, but it’s inconvenient when they rise, forcing me to create a new account, transfer funds, and update the payee details. I would appreciate a change to a single account structure, even if it means a rate reduction when rates fall. It’s just a hassle.
I encountered significant issues with my mortgage process. There was a lack of attention to detail, with repeated generic responses and requests for information I had already provided. Important legal documents were lost, and staff contacted me without having reviewed my case files, leaving them unable to assist. I received more generic letters asking for previously submitted information. Communication via email was nonexistent, and I was not assigned a case officer. There was no offer of compensation for the poor customer service, and my complaints went unanswered.
I received a maturity letter but noticed that the 4.36% 1-Year Rate Bond wasn't offered in the pack, which feels dishonest. If applied for online, it directs you to the new platform, which they claim doesn’t allow transfers from the old one. Their only solution is to return the money to my nominated account and then send it back, causing a loss of interest and complications with my own bank. The entire experience felt outdated, like dealing with a bank from a different era. It’s baffling that a new platform lacks the ability to transfer from the old one. This situation is unacceptable, and I advise against using this bank.
I spent all afternoon trying to resolve my ISA transfer issues. I called multiple times to understand why the transfer was refused, receiving three different explanations. Eventually, I was told I exceeded my ISA limit by £14, but since I opened my ISA with that amount, they shouldn’t refuse the transfer. Nat West assured me it would be sorted on their end. I’m still waiting for a manager to call back, which hasn’t happened. The staff seem to follow scripts and can’t resolve issues, leading to a frustrating back-and-forth. Where is the customer service?
I faced significant obstacles when trying to transfer a matured Cash ISA to another provider. As an elderly person with hearing difficulties and Welsh as my first language, I found their communication methods unhelpful. I felt intimidated during a phone call due to harsh warnings from a representative.
I’ve had an Easy Access savings account for a while, and I upgraded to a better interest rate in July. However, after discovering a new issue online, I opened it on 29/11, but it wasn’t recognized when I tried to fund it from another bank. After three calls to different agents, the issue remains unresolved, and my other bank confirmed the problem lies with the company. I sent a secure message, and while they assured me they’re looking into it, my confidence has diminished, and I'm considering other banking options.
This company has proven to be excellent. Their website is efficient and user-friendly. Over the years, I’ve had no issues accessing or managing my accounts. Unfortunately, their savings interest rates have recently become less competitive, but I would still recommend them if rates improve.
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