I have a encountered a problem in the app with my Biscuit account. No amount of Internet searching found the answer. I decided to use the chat help facility but found that the agent was no help at all – just very, very slow. I gave up and a bit later I telephoned. This experience was no better. After a very long but fruitless conversation I was promised that the agent would find the answer to my question and call me back. Also I was told that a complaint would be registered on my behalf. Four days before today I received an email which said “I will give you a call today when I receive confirmation that this has been completed and will also look to raise a complaint for you”. Four days later (and counting) I am still waiting for that call.I thought I would raise a complaint on my own behalf, so I went on to their web site. I followed the link for complaints. This took me to a page which explained that there were two types of complaint and which then described the second type – it didn’t explain the first type at all. However there was a link to contact Zopa. I followed this. From the next page I could start a chat. I had already tried that, and it was a waste of time and effort. There was a contact telephone number. I had already tried that, and it was a waste of time and effort. There was a link to a complaints page – which took me back to where I had come from. Round the loop again – the contact page says “If you have a Zopa bank account, head here…”. This goes to another contact page. Sadly this bank account contact page is pretty much the same as the earlier contact page – just as useless and just as circular.Zopa, how do I raise a complaint? How do I get an answer to a simple question? My question relates to a linked account which you show in payment lists but which I don’t use any more. How do I remove it? Truelayer tell me that it is your job. Your agent tells me that I "should" be able to delete the account. I agree, I should - but I can't. There is no route that I can find allows edits to the list of linked accounts.
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