Review Time
Update 17/02
2nd response was even worse.
Suggesting I make sure I am going to the correct website!
Thankfully I found a solution myself, after setting up a single payment, and then I could use an existing payee to set up the standing order.
Think I will now move bank though, as lost all confidence.
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Been with Smile for 25 years.
Had an issue this week and I messaged Smile to advise I could not set up a New Standing Order, that after entering the details, the S/O would not set up.
Reply was - these are the steps you take to set up a standing order.......
I have had to reply to say, read my message, I did not say I do not know how to create a standing order (I have set up several, and they can see I have existing standing orders.)
Very disappointed with the reply, and I will be opening a new bank account and transferring if the reply to this one, does not investigate and resolve the issue
I've been with smile for about 25 years. It was okay originally, head of its time really, but now the service has been ground down to below the bare minimum so I'm going to leave. The Coop were supposed to be ethical, but this level of customer service is below anything I've ever experienced, bordering on criminal. Protecting your money to them means your card just doesn't work. You can't easily contact them, phone lines are not advertised. They have 'Secure Messages' so if you are if you have an urgent query you can get a one line response in about 2 days. They have stopped taking new customers so this review can't put people off but the service level is now so low you have to wonder if the bank is meeting basic financial standards.
Once again, I began my day trying to access my account, which I've had since the service started, only to discover that online banking was "unavailable due to scheduled maintenance". Why is this not scheduled outside of banking hours? It feels like the service is primarily designed for the convenience of its owners rather than its customers, and it can no longer be considered a genuine bank. I am now seeking a real banking option that prioritizes its customers.
I started my day trying to log into my account, only to find that internet banking was once again "unavailable due to scheduled maintenance." Why can't this be done outside of banking hours? It seems the service is more focused on the convenience of its owners than on its customers, and it can no longer be considered a genuine bank. I'm now searching for a real bank that prioritizes its customers.
I've been with this bank since its inception in 1999 when it was truly excellent and forward-thinking. Now, their service has deteriorated to the point where I'm considering leaving. The security measures are ineffective, and updating my personal information is a hassle. Transactions are often blocked without explanation, leading to frustrating calls that rarely resolve the issues. I've lost trust in their capabilities.
My card was blocked without any communication from them. I reported a transaction issue to the fraud department, who promised a replacement card in "8-10 working days." When it didn't arrive, I sent a secure message only to receive a response claiming they tried to call me (which they didn't). After waiting on hold for ages, I discovered my replacement card was blocked without any notification. This is pure incompetence.
They blocked my card without any explanation, despite no suspicious activity on my account. They refused to communicate via email or messaging apps for ‘security reasons’ and insisted on phone calls, which left me stranded abroad without cash. It's frustrating to see them prioritize outdated methods over secure options like messaging. I plan to move all my funds to another bank as soon as I'm back.
Since my last review, I've learned that the bank has been recognized as "eco-providers" by a consumer organization, highlighting their commitment to ethical banking. They also maintain good practices regarding animal welfare. While I can't comment on international usage, I appreciate the convenience of cheque books and cash transactions at the Post Office. Their app allows for easy fund transfers and bill payments, making my long-term banking with them a positive experience.
Having been with this bank since its launch in 1999 and paying for an enhanced account, I've always felt like a valued customer. However, recent experiences have shown a decline in customer service and outdated technology. My overdraft was suddenly reduced without explanation, despite my adherence to their rules. Attempting to file a complaint has gone unanswered. It's disheartening to see how a once-great bank treats loyal customers.
Once again, my transaction was blocked for suspected fraud without explanation. This happens frequently, requiring lengthy calls filled with security checks and irrelevant questions. After half an hour, they allowed me to access my own money, but never explained the initial block. Other banks handle fraud concerns much more efficiently. It feels like they're just holding onto customers' funds longer. Their response to my feedback has been unhelpful, and their online systems are outdated.
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Hello. We're smile. We launched as the UK’s first full-service internet bank back in 1999, with the purpose of making banking accessible, direct and fuss-free. We may look a little different now, but we remain dedicated to the ideas we were founded on.
And, as we are one with The Co‑operative Bank, we share their strong ethical stance. Its Ethical Policy is customer-led and, therefore, so is smile’s.
Digital-only banking. No queues, no hassle, no jargon, no nonsense.See more
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