Review Time
I have been trying to set up a sibstar card for two months now, for my father who has dementia. The app still isn't working, and apparently the card has been sent, but it hasn't arrived 10 days after being notified of the card being sent. Getting hold of customer services is virtually impossible. I have called 10 times today, only to be on hold for 15 minutes, then the line cuts off. This is frustrating for me, but impossible to explain to a dementia patient, why their card is taking so long to arrive. I am extremely dissapointed about a product that sound so good. Also Sibstar, please can you call me back and resolve my issue?
The sign up was difficult, hard to find suitable ID for Dad who has Alzheimer's, with no passport, no driving licence and lives in supported living so only one easy form of ID to hand. But I suspect that is due to financial rules rather than Sibstar. Also having to use PIN every 6 entries is not easy for someone with dementia. The customer service via email has been great and helpful, not so the telephone response, (gave up in the end).
The Sibstar card was great. Although dignnup can be difficult if the person dies nig have a passport or a driving licence and this can be overcome. This is a banking requirement, not Sibstar. Once in place the card enabled mum to retain a degree of independence which was very positive. The app is great to help the carer support and is easy to access and fo things like freeze the card or add more money etc. Would recommend.
The customer support is great (an improvement over my initial experience). The app is working for me now (ditto) and is very helpful in managing the cardholder's use. The product's aims are something which is needed to fill a huge gap in the market for those with dementia who currently live independently in their own homes and just need that extra help. However, the product needs to align with service speeds equivalent to major banks (or even quicker) e.g. replacement cards, otherwise supporters may look for other solutions. The other major issue which prevented 5 stars is the inability to contact someone at Sibstar. It is very frustrating to wait 24 hours and several call attempts to get through to a human voice for over 24 hours. This needs to vastly improve. It is stressful enough looking after someone (mostly remotely) with dementia without this aspect of the card I praised above. The speed of card replacement and response of the support team needs to increase.
I needed Sibstar account statements as I am completing a Court of Protection Order report of my brother’s finances. He has Dementia. The information I needed was not on the App.Sibstar (William) , was super speedy in sending the statements and then when I needed more covering different dates he sent these almost in minutes. Excellent.
Sibstar has been a total game changer for helping my dad manage his money safely. The app is simple enough for him to use, and I feel so much more at ease knowing I can help keep an eye on things. Customer service has always been friendly and helpful too!
The sign-up app is confusing. I think the problem is that there are 3 modes and picking the correct mode is difficult because the app's prompts are confusing. What Sibstar is trying to do (let Alzheimers patient use card safely) is very useful, but the app developer did not understand LPA terminology. The chatbot is not much use.I got through to a human via a phone number in one of the email confirmation steps. The nice guy in support helped me by deleting incorrect data I had entered via app and my next attempt at signing-up via app worked OK. He said they are waiting for the app to be fixed.
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A flexible debit card and app.
Helping families living with dementia to safely manage their everyday spending.
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