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.
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