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“Shameful customer service and useless online banking site”

written by Annabella1948 on 07/08/2016

I transferred a considerable amount of money to Transferwise in order to receive it in another account I have in a different country. Transferwise received the transfer with no name on it, so they needed me to provide a proof of payment. I tried to get a statement/proof of payment from the online banking as I have done hundreds of times when using other banks and it was impossible, so I had to contact the customer service, and I was told it could only be sent by post and that I would have it in two days. After 4 days I still didn't receive it, so my transfer is going to be cancelled, and I'll have to repeat it and lose the exchange rate (as the GBP/EUR rate is lower now than when I did that transfer) and I had to ask a friend to lend me some money for the payments that are going to be charged to the account that should have received that money. The customer service agents are RUDE, not willing to help and blaming me for not writing a name on the transfer details and saying that I don't know how to do a transfer. Any other bank I've worked with would send transfers with an associated name and supply a proof of payment immediately via the online banking. Transferring thousands of pounds and not having a proof of it until days after is just unbelievable!

Not only it is impossible to get a proof of the transaction in their online banking site, but also the only details you can see after doing a transfer are as follows: DATE // 365 ONLINE BANKING (instead of the name of the beneficiary) // Value transferred // Balance