Review Time
I’ve had the card for a while now, had an increase within the first few months, payment comes out when it needs to and the app is easy to use. You can use the card with Apple Pay so that’s easy too. Never had the need to contact customer service so can’t really comment on that but if it’s like anything else here then I’d assume it’s okay.
I have "savings pots" with Zopa. one of the Pots keeps the money for each month in it, which is quite a decent amount. I find it easier to do it that way. Anyway, by a mistake I canceled the "notice" on that pot which I need on the 30th November as I have direct debits which come out between 00:05 - 7:30am on the 1st December. with in 30 minutes of canceling it I was chatting with an agent on the online chat. I explained the situation and explained if I didn't get access to the pot I would have an issue with paying a large household bill. I asked for the email address to send document proof of needing the money early. I was given the email address.As soon as I finished the conversation I emailed the information that they need from both of my email addresses and included proof that I owned the account and attachments of the bills to show that I needed access to the "boosted pot". Within 3 hours I received a "stock email" saying thanks for sending the documents over but "the situation you describe does not meet Zopa criteria to waive the fee".On receipt of the email I phoned them and had to explain to a different customer service rep about my situation. Which had obviously not been noted down on my account. When she eventually made contact with the correct department she told me they would need time to review the documents I had sent over. Which to me sounds as if they hadn't even been bothered to look at the email I sent earlier that morning.Luckily for me another bank where I have savings was able to "jump in" and allow me to withdraw the exact amount that was in the "locked pot" in Zopa. Although with out the other banks help I wouldn't be able to pay some of my household bills in December.I am shocked that Zopa didn't think that the fact that a customer wouldn't be able to pay house hold bills "didn't fit their criteria for early access to a "boosted pot". I just wonder what criteria has to be met for them to allow early access to a " boosted pot". Especially as I provided them proof of my need.I'm utterly disgusted with the behaviour of Zopa! So I have also launched a formal complaint with them.
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