Review Time
Customer service has been inadequate. My account was locked because the system failed to send a verification code to my phone as promised. After multiple attempts to resend the code, I was left on hold for an unreasonable amount of time, enduring terrible hold music. Once I manage to unlock my account, I plan to close it due to their lack of competitiveness and poor service.
When the customer support and complaints team fail to provide regulatory information in an accessible format and direct you to PDFs that are incompatible with assistive software, it creates a negative first impression. This situation is concerning and highlights a need for staff training.
ISA transfers are supposed to be done within a specified timeframe (15 days for Cash and 30 days for Stocks and Shares). It takes over 30 days to get a response from this bank to say if they even acknowledge the transfer request. I was consistently told that no request had been filed and then all of a sudden told it had been seen even though nothing changed. I’ll be moving my money elsewhere as no point having average rates and not being able to put your money where it needs to be.
Rand to check a subsidiary branch of this company but three people had never heard of Marcus UK, the third gentleman (?) I spoke to told me " Sorry never heard of them , have a great day, goodbye!" I always thought I had preferred a real.person to AI but on this occasion I am sure AI wouldn't have been this bad. I thought this could be a "clone" company so phone FCA , who eventually were able to confirm they did in fact exist. Not impressed
Our personal experience at having had a Marcus savings account for a few years now we’ve had no problems or issues with our Marcus account interest is paid out regularly and on time money transfers have been faultless both in and out, good bonus rates of interest too, and on the few occasions where we have had cause to contact them they have been most helpful in every way which filled us with confidence and reassurance.There are rules and regulations regarding their operating times which they make you aware of in the T&CS conditions which should be read to give you a good idea of how they operate along with other useful information admittedly ours is only a savings account so our review is based on that fact, but all in all our Marcus account has suited us and we would recommend a savings account with them but just take time to read the rules and regulations along with the T&CS and be aware of them before you have any complaints.
My wife passed in early March. I have inherited her savings currently with this company. I have provided MCT and Probate and all other documents which have been received and confirmed by them.On contacting them I am told the delay would be resolved at end of week but it isn’t.Now over two months I am concerned at the slow progress by this company especially as they are currently undertaking an advertising campaign.
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Backed by over 150 years of Goldman Sachs' financial expertise to help you make the most of your money. Marcus UK's savings accounts are designed to help you save the way you want, with our dedicated Customer Care Team available 8am - 8pm, Monday to Friday to help support you.
Visit our website: www.marcus.co.uk
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