Review Time
Great experience when I called to rearrange some accounts, move money about at account maturity. The agents were awesome, clear and helpful. Will was especially friendly, supportive and great example of customer service
We have had a mortgage with Skipton for nearly 15 years. However for the last two years we have been unable to access the app and therefore access our mortgage details. The customer service has been really poor. Nobody seems to be able to fix the problem and link our account to our online profile. We have had numerous calls and spent hours on e mails and letters just simply trying to see what we owe. It’s appalling service even though we have now written to the CEO.
This company has provided poor treatment to customers simply seeking access to their own money. After reviewing the new terms and conditions, I chose to close my account and transfer my funds to another bank. Unfortunately, I found that I needed an app to do this, which I cannot use as I don't own a smartphone. When I contacted the support team, I was repeatedly advised to use the app despite my explanation. I was told a code would be mailed or a cheque sent, but no reason was given for an email option. I was also instructed to visit a branch, which is 45 miles away. It's frustrating for those of us balancing work and life with these challenges. In desperation, I emailed the company’s CEO and received help from a more understanding representative. I learned I had inadvertently signed up for the app verification system, which was surprising since I don’t own a smartphone. It seems customers cannot make mistakes, while the company can treat us poorly for wanting our own money back. My account is in the process of being closed, and a cheque is being sent, but this will take two working days. Why can't a bank transfer be initiated? As I mentioned to the representative, the treatment of older individuals is unacceptable. This situation ultimately revolves around control.
This company has shown a shocking disregard for customers simply seeking access to their own funds. After reviewing their new terms and conditions, I decided to close my account and transfer my money to another bank. However, I found that I needed an app to do this, and I don't have a smartphone to use it. When I contacted the support team, I was repeatedly instructed to use the app, despite explaining my situation. I was told a code would be mailed or a cheque sent, but no reason was given for why it couldn't be emailed. I was also advised to visit a branch, which is 45 miles away. It's frustrating for those of us who have to balance work and life with these obstacles. In frustration, I emailed the company's CEO and received help from a more understanding representative. I learned that I had somehow signed up for app verification, which was surprising since I don't own a smartphone. It seems that customers are not allowed to make mistakes, while the company can treat us poorly for wanting our own money back. My account is being closed, and a cheque will be sent, but this takes two working days. Why can't a bank transfer be made? As I pointed out to the representative, the treatment of older individuals is unacceptable. This situation ultimately revolves around control.
Applying for a joint signatory Community account is quite challenging. The information provided is vague and hard to understand. The back office is hard to reach for resolving minor or what they perceive as major issues with the application. However, the online chat service is excellent. The representatives are patient, respectful, clear, and focused on resolving issues. I would recommend that the administrative department improve their guidance and adopt a more customer-centric approach.
I attempted to log in to check a substantial balance but was unable to get past the security question. When I called to report this, my security was rejected, yet I was denied the chance to speak with a manager, who would only be available in two days. I was informed that complaints could only be made via post or their website. I requested assistance in withdrawing nearly £80,000, but no manager was available to assist me. This is shocking. Ironically, the phone menu includes an option for those who are locked out of their accounts, indicating they have issues. I spent over an hour on the phone with two unhelpful representatives. After reading your reply, it seems a manager can't be bothered to speak to a customer when the website is malfunctioning, and even their phone option acknowledges that people are being locked out. This is unacceptable, and there seems to be a complete lack of understanding regarding customer service and basic decency.
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