thinkmoney Personal Account Reviews - www.thinkmoney.co.uk

Think Park, Mosley Road, Trafford Park, M17 1FQ
★★★☆☆
3.2 / 5
477
58.1% of users recommend this
  • Ease of use

  • Customer Service

Summary

"thinkmoney Personal Account 

If you thought all accounts were the same, think again. Anyone can apply - no credit check required. A thinkmoney Personal Account delivers three things: transparency, personal service and peace of mind.

  • Transparency. With no hidden fees, you'll always know exactly what you're paying per month. No nasty surprises, no sudden charges.
  • Personal service. We're committed to delivering a personal service. It's why we make sure your essential costs are covered first. It's why we provide so many different ways to manage your account, so you can use it the way you want to.
  • Peace of mind. With a new account from thinkmoney, you'll know you're taking care of your regular financial commitments. You'll know our experts are looking out for you, ready to warn you if they see any potential problems ahead. It's a very different kind of account. We’re a very different kind of company."

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thinkmoney Personal Account www.thinkmoney.co.uk
thinkmoney Personal Account www.thinkmoney.co.uk

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Latest Reviews

★☆☆☆☆

“Mickeymouse banking brought to you by muppets!”

Written on: 28/09/2016 by Johnboy024 (2 reviews written)

This is the 2nd time I have been with the bank and I am just about to leave them again. My concerns are over Faster Payments which should take no more than 2 hours. I tested this and first time 24 hrs, 2nd time 3.5 hours. I suspect they manually do these payments but the fail to say this and refuse to comment further. They also say that faster payments can be held up for "further checks" however I have already send payment to this particular account and all amounts under £100. Spent a lot of… Read Full Review

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★☆☆☆☆

“Avoid unless you have no choice.”

Written on: 15/09/2016 by jbJensen477 (1 review written)

If you have read any of the previous reviews you will not be at all surprised to hear that you will wait ages to discuss what they have f**ked-up this time. 30 minute delays are the norm. Do they actually have any staff? Seems strange that huge banks with millions of customers, Barclays, Natwest for example, can answer within a few moments but a relatively small company (in comparison) can't. So where do I begin... I have cancelled a direct debit (with amount, date and Ref. number) only for… Read Full Review

By Thinkmoney

Written on: 22/09/2016

Hi,

Sort it out, is exactly what we are aiming to do, and I’d like to address the points you’ve raised:

• Salary credits come into your account by 7:30 each morning
• We pay Standing Orders via BACS on the day they are due to be paid. We can’t control when the receiving bank credits them to customers’ account I am afraid
• Cheques take 8 working days to clear – this is for two reasons. Firstly, we must ensure it is fully cleared before we allow withdrawals against a cheque – because we don’t allow thinkmoney accounts to go overdrawn. Secondly we are not a clearing bank – so we have to allow extra time to get the cheque into and out of the clearing system.

I can only apologise if we cancelled the wrong Direct Debit for you. This clearly shouldn’t happen – if you’d like to get in touch via the contact details here on Review Centre, I will raise a complaint about this on your behalf.

Regards

Steven Hewitt - thinkmoney

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★★★☆☆

“£99 gone out of my account to Sakarya for no reason ”

Written on: 16/06/2016

I've had a really good experience with think money helped me get back on track till today woke up to £2.12 in my account and a text saying after reviewing my account £99 has been moved so my account runs smoothly there taking money for my car insurance that I'm not insured on anymore wat the hell do I do??… Read Full Review

By Thinkmoney

Written on: 17/06/2016

I'm sorry to hear that this has been your recent experience.

I'd like to look into this for you and ask you to contact us via the contact details here on Review Centre.

Regards

Steven Hewitt - thinkmoney

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★★☆☆☆

“Constant issues with getting through. 25 minute waits...”

Written on: 01/05/2016 by Kali375 (1 review written)

Constant issues with getting through. 25 minute waits are normal. Wages that go in account 2 days later than my work colleagues who bank with other banks. Cheques take forever to clear. If you ask a question that is a bit complicated, expect a script reply. £17.50 a month charge..this is the first thing they take from any money you have..even if it's the only money you have!. Bank closed over holidays etc not 24 hour. Avoid .I have transfered to santander who offer a similar account free… Read Full Review

By Thinkmoney

Written on: 05/05/2016

Dear Kali375,

We’re sorry to hear that you are no longer using thinkmoney, especially with the exciting changes coming, but wish you all the best with your new account provider.

Regards

thinkmoney

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Fihi1984's Comment

Written on: 04/06/2016

£17.50 is a rip off which ever way you look at it. You do nothing you do not manage my money yet you charge me for it. You definitely need a free phone number and more staff so your customers don't have to wait 20 minutes (absolute minimum) for a service you again charge for. Worst move I've ever made but comes across quite appealing.
DONT FOOL FOR IT!!!!
#REGRETS

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★★★★★

“Great place”

Written on: 06/04/2016 by DavidTRex (1 review written)

Had very few problems and those that have cropped up have been sorted quickly. It's a shame they don't have an app for Windows Phone. Been really happy with them… Read Full Review

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★☆☆☆☆

“Think money THINK AGAIN . Keep away. You have been...”

Written on: 06/04/2016 by Dylanz281 (1 review written)

If you are expecting a professional well ran Organisation, think again. I received a transfer of funds from my partner after the sale of a house. That is where the problems began. I am now into the second week without access to my money. My money has been frozen for no reason.Before you think they are doing Money laundering checks or such, no they are not. They use RBS for their banking and RBS managed to confirm all is OK their end and thinkmoney have my money. Other banking people have also… Read Full Review

By Thinkmoney

Written on: 12/04/2016

Hi,

Thank you for your feedback.

I’m sorry to hear of your recent experience with thinkmoney.

I can assure you that these incidents are not the norm and the team is doing all they can to resolve this for you as quickly as possible.

Regards

Steven Hewitt - thinkmoney

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★☆☆☆☆

“LEFT WITH NO MONEY AGAIN!”

Written on: 20/02/2016 by Mick260662 (1 review written)

Yet again this useless bank is having problems with transfers. I have been left with 3 quid tillntuesday as this bank thinks it's ok to have so called server maintenance lasting 3 days! I tried to beat this by transferring earlier but did not work when I rang the staff lied saying it was a fault at RBS it was not it was them for 4th time in a year! No apologies no refund of 17.50 a month I'm complaint to FSA and my mp . DO NOT JOIN THIS BANK THEY ARE PATHETIC… Read Full Review

By Thinkmoney

Written on: 24/02/2016

Dear Mick260662,

Unfortunately on Saturday our payments provider, RBS, did experience an unexpected delay with some payments which impacted some of our customers. We are working with RBS to understand how this happened, but we’d like the opportunity to investigate the problem that you experienced and do what we can to put things right. Please email us, via the contact section here on Review Centre, so we can raise a complaint on your behalf and address this through the appropriate channels.

Thank you

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★☆☆☆☆

“Wouldn't recommend to the dog!! ”

Written on: 11/02/2016 by Hannahparry (1 review written)

Completely disgusted with think money....as it stands i am paying £24.50 a month for my bank account that is NOT suppose to have an overdraft however over the past few days money started going missing to the tune of £800 apparently that I owe the bank for late transactions even though I have a lot of proof screenshots etc of the "transactions" in question to prove the money left my account the minute the "transactions" we made. Think money refuse to accept this as proof & still insist that… Read Full Review

By Thinkmoney

Written on: 12/02/2016

Hi,

I’m sorry that you feel this way. I’m aware that you have spoken to my colleague and there is an arrangement in place to keep you updated whilst we complete our investigation into your complaint.

Regards

Steven Hewitt

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★★★☆☆

“24/7...closed!”

Written on: 24/01/2016 by Floyd422 (1 review written)

When things work, they're ok- but so many ridiculous 'hitches' happen that this is such a frustrating bank to have an account with! From random, bizarre transfers of money from one account to another (and staff saying 'I've no idea why that's been held back / was transferred' when you get through to someone), to insanely long waiting times on the phone, to the latest problems with mastercard.. i have a dent in a brick wall here from banging my head against it! At the moment, I can't unblock my… Read Full Review

By Thinkmoney

Written on: 29/01/2016

Hi,

I’m sorry to hear of your recent experience with thinkmoney.

You can reset your MasterCard SecureCode out of hours by calling us, go through security and you can get through to the out of hours SecureCode team – they are available 24/7.

If your budgeting is set up correctly for all your bills then there should be no reason for funds to be moved between your accounts. I’d like to look into this for you and ensure your account runs smoothly going forward. Please contact us, via the contact section here on Review centre, and we’ll give you a call at your convenience.

We look forward to hearing from you.

Regards

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★☆☆☆☆

“'Say Hello To Money Poorly Managed'”

Written on: 04/01/2016 by LCWales (3 reviews written)

I have been with Thinkmoney since January 2009, and after a quite promising start they have been terrible ever since. Innumerable complaints (one of which went all the way to the Ombudsman, who found in my favour), call waiting times regularly exceeding 45 minutes or more (there has been no discernible improvement in all the time I have banked with them), monthly account/online banking glitches - from your monthly salary not being distributed from the salaries account to the card account so… Read Full Review

By Thinkmoney

Written on: 11/01/2016

Dear LCWales,

Thank you for the feedback. We are working hard to improve call wait times, including recruiting more Money Managers. We are also rolling out a major system upgrade this year, including a new versions of Online Account Management and our App. There will also be new functionality such as being able to transfer money from your salaries account to your card online or via the App, improved statements and faster Faster Payments.

Regards

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★★★★★

“You guys rock!!”

Written on: 11/12/2015 by Tanyke (1 review written)

I needed help with something but was at work. Call times were over a 30minutevwait so I hopped on Twitter. The team responded within minutes and had it all sorted! Top service… Read Full Review

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★☆☆☆☆

“disgusting”

Written on: 21/11/2015 by neilme1 (1 review written)

Cannot get hold of these people on the weekend and the bank itself makes you feel like a misfit. Worst bank ever but they don't care because your here for a reason and they know it so u can go jump for all they care… Read Full Review

By Thinkmoney

Written on: 24/11/2015

Hi,

I am sorry that you’ve had problems getting hold of us at the weekend. Our phone lines are open 8am to 4.30pm on Saturday. We also offer a 24/7 banking service via Online Account Management and our mobile App (for Apple and Android devices), and we offer a number of services accessible by text too. We do have out of hours support via our Facebook and Twitter pages and the support videos on our website and YouTube.

We aim to provide a high standard of service to all our customers. I am concerned to read that we have fallen short – please give us the opportunity to put things right for you. Please can you contact us (via the contact details here on Review Centre) so we can discuss your account and resolve these issues for you.

We look forward to hearing from you soon.

Regards

Steven Hewitt - thinkmoney

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★☆☆☆☆

“Disgusted by lack of service ”

Written on: 17/11/2015

We have tried, in vain, to contact customer services on three occasions since 12/11/2015 without success. A wait of 20, 25 and over 35 minutes is just not acceptable. My husband tried last Friday to report his card was lost, after not getting through on the phone he tried online. He thought he would get a phone call to discuss the next step but, surprise surprise, nothing was forthcoming. He has been left without any way to access his funds and no idea when he will receive a replacement card. I… Read Full Review

By Thinkmoney

Written on: 18/11/2015

Thank you for your feedback. We are making a number of improvements to our service including rolling out our mobile App and new debit cards that enable people to use the Post Office to pay in and withdraw cash. Unfortunately these changes have led to a higher than expected number of calls. The team is working flat out to answer all our customers’ calls as fast as possible – but I apologise for the extended wait time at the moment.

Please do email us (via the email address available in the contact details section here on Review Centre) and we will call your husband to order his new card as soon as possible. Whilst he is waiting for his card to arrive he can access cash via PayPoint. If he logs in online he can request a voucher for up to £200 – we will text this to his phone and he just needs to take this to a PayPoint store to get the cash. He can use this whenever he wants.

I hope this helps – please do get in touch so we can resolve this.

Regards

Steven Hewitt - thinkmoney

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Blackhugh's Comment

Written on: 17/11/2015

Sorry for typo "I assume Think only ...." Should read "I assume Think Money ...."

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★☆☆☆☆

“JUST ANSWER THE PHONE!”

Written on: 13/11/2015 by O'Donnellhs481 (1 review written)

Generally a decent account and good staff, but the wait to speak to someone at any time of the day is unacceptable. For the monthly fee it is a very poor service, worthy of the worst mobile phone helplines. It was never this bad when I first joined, but has been this way for a few years now, despite the increase in charges. Very poor service. I do feel sorry for the staff who have to work there and answer the phone to people who have been waiting hours - and being charged heavily for the… Read Full Review

By Thinkmoney

Written on: 17/11/2015

Hi,

Thank you for your feedback. We are making a number of improvements to our service including rolling out our mobile App and new debit cards that enable people to use the Post Office to pay in and withdraw cash. Unfortunately these changes have led to a higher than expected number of calls. The team is working flat out to answer all our customers’ calls as fast as possible – but I apologise for the extended wait time at the moment.

Regards

Steven Hewitt - thinkmoney

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★★★★★

“Best Customer Service!”

Written on: 05/11/2015 by Rosesforthedead9 (1 review written)

I had been waiting over 30 minutes (from 7:40pm) to speak to a member of staff and it eventually passed 8pm, which is closing time so I hung up. All I wanted to do is switch some money about so I could go pick up some bits from the shop before closing. I sent a rather disgruntled message via Twitter saying I'd 'given up' along with a photo of the call duration. I recieved a message back promptly from Becky who said that she would get someone names Louis to contact me and low and behold, at… Read Full Review

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★★☆☆☆

“Customer Support”

Written on: 05/11/2015

If you have a problem don't bother trying to call them wait times can be upto 30 minutes before they even answer the phone... yes that's right 30 minutes. They do provide a txt service when they can be bothered to respond. Also they gave this annoying habit of moving your money so you cannot access it thus requiring you to contact them...so begins the long wait. Sadly a last resort option banking service… Read Full Review

By Thinkmoney

Written on: 17/11/2015

Thank you for your feedback. We are making a number of improvements to our service including rolling out our mobile App and new debit cards that enable people to use the Post Office to pay in and withdraw cash. Unfortunately these changes have led to a higher than expected number of calls. The team is working flat out to answer all our customers’ calls as fast as possible – but I apologise for the extended wait time at the moment.

If your budgeting is set up correctly then there should be no reason for money to be moved around your account. Please contact us, via the contact section here on Review Centre, and we can ensure your account is set up correctly and avoid this in the future.

I look forward to hearing from you.

Regards

Steven Hewitt - thinkmoney

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Facup2011's Comment

Written on: 10/11/2015

they do take a long time answering your query and yes it is annoying

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★☆☆☆☆

“Incompetent Banking totally fedup”

Written on: 31/10/2015 by 419Boyle (1 review written)

I am on holiday i had asked them leave my bank card open as go this destination every couple of weeks tried send myself extra money on Moneygram now blocked my card always problems with this bank its hopeless stranded in a foreign country no access to my own money again!!Avoid at all cost… Read Full Review

By Thinkmoney

Written on: 03/11/2015

Hi,

I’m sorry that this has been your recent experience. When travelling abroad we ask you to inform us so we know that the transactions outside of the UK are genuine. We are unable to leave this open as it can pose a security risk should anything happen to your card whilst visiting the country. If you forget to let us know, or remember whilst already abroad, you can inform us via text. Simply text ‘Change – going to XXXX from dd/mm to dd/mm’ to us. Thank you.

Steve Hewitt - thinkmoney

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★☆☆☆☆

“Direct debit indemnity is not covered with PayPal ”

Written on: 22/09/2015 by Karlyg273 (1 review written)

as I am writing this I am absolutely fuming!!!! You need to do all the work to get your money back although the direct debit guarantee clearly states "In the even of an error by your bank or building society or PayPal you are entitled to a full and immediate refund" I made a complaint and got a final response and either I am not very good at commjnicating or they are not very good at listening as the main points about me wanting to do a direct debit indemnity claim where not really in my… Read Full Review

By Thinkmoney

Written on: 22/09/2015

Hi,

Thank you for your feedback.

I’m sorry to hear that you’re unhappy with the resolution of our complaints process. Should you wish for me to look into this further then please contact us via the contact section here on Review Centre.

Regards

Steven Hewitt - thinkmoney

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★☆☆☆☆

“ive had trouble trying to obtain a loan of £300 and...”

Written on: 17/09/2015 by Bronsonu296 (1 review written)

A few weeks I applied for £300 from thinkmoney I've had one before and got it. It took them all day to call me back to say NO, and I called them 4 times that day and it cost me money to keep calling them.my phone bill was high one moment I was cut off.after I went through the services and being waiting for 15mins I don't mind telling you I wasn't too happy and my phone bill iver my complaint is why give the amount one month and not another so long as you get it back on time with the extra why… Read Full Review

By Thinkmoney

Written on: 17/09/2015

Hi,

I am sorry that you’re unhappy about your loan application. Credit acceptance is subject to a full assessment of affordability based on the most recent information we have on your account. We are committed to responsible lending and therefore credit may not always be available even if previously accepted. If you would like to discuss this further then please contact us via the contact details found here on review Centre.

Regards

Steven Hewitt - thinkmoney

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★★☆☆☆

“POOR POOR POOR SERVCIE”

Written on: 16/09/2015 by stephanieBB (1 review written)

Think money are ok if you don't have to call them. Every time I have called Think Money its take a minimum 'minimum' of 25 minutes to answer the phone!!! they don't take the monthly account fee out on the same day of every month ! plus the fee is £14:50 which is now going up to £17:50 ???? how can the charge so much (unless they are using the extra three quid to get more people to answer their phones) WORST CUSTOMER SERVICE EVER!!!!!!!!!… Read Full Review

By Thinkmoney

Written on: 17/09/2015

Hi,

We appreciate that of late call wait times can be longer than you, and we, would like. To help avoid calling in we do offer a number of alternative ways you can manage your money. These include Online Account Management, which gives you access to your account 24/7. There is also the text service which allows you to change DD’s, transfer money and check your balance from your mobile. You can also send us a message on Twitter or Facebook if you need to ask us a general question or would like to request a call back during our opening hours. There will also soon be the app launched which will also allow you to manage your account without calling in.

The fee is taken from the first credit in each month where there are sufficient funds available. However going forward we are looking at options that will allow customers to choose the day, or income, that the fee is taken from.

We’re sorry that you’re unhappy with the increase. We haven’t taken the decision lightly and it has been forced upon us by changes from the EU. You can read more on the changes in the blog section of our website.

Regards

Steven Hewitt - thinkmoney

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