written by Fussyfellow on 08/03/2024
Almost half an hour, so far, stuck on the phone waiting to speak to someone on customer services as they have messed something up. All I am rewarded with is a continually repeated message telling me they are very busy - well, guess what, so am I, and I really could do without them making me wait. Worse still it does not look like they can be emailed. Awful, absolutely awful.
written by Evanu314 on 07/03/2024
We have been customers of Coop bank for years. Recently the customer service has deteriorated. When making a complaint I experienced long wait times to speak to an advisor, poor excuses for bad service, assurances which were not seen through and the issue about which I was complaining has still not been resolved.
written by 153May on 06/02/2024
I went into my Caerphilly branch today to change my current account to a joint account with my wife . The service I received Was fantastic from a really helpfull customer service lady who I forgot to get her name. It made a change to be able to speak to someone personally face to face instead of online or a damn telephone that takes too long to get answered. So if you want to keep your customers don’t forget how important it is to have customer facing teams who are as lovely and efficient as your staff in Caerphilly branch are
written by gxSanders306 on 06/02/2024
As a concerned mother, grandmother .I'm appalled! How you can leave a mother with 4 children without money for 6/7 days at a time. Spending 6/7 hours monday to Friday everyday trying to get benefit money transfered from her account as no pin code as arrived 7 days after her new card.every time you eventually answer she tells you every time not to put her on hold because your line cuts her off. You don't call her back because this bank doeasnt ring out ? knowing she is desperate and needs her money it is disgusting ! This has been ongoing since December while her account was in dispute. Buy no problem of money going in. All building up ! While her and her family are in crisis the banks making interest. Complaints sent and still now she's without money to pay bills and feed her children.and no response.
written by mohammadjk on 11/01/2024
I opened a co-op account to replace my HSBC since I wanted to support smaller UK banks. Unfortunately this turned out to be a disastrous decision! I tried making two transactions in a space of 7 days from each other, both were blocked and required me getting in touch with co-op on the phone for over 35 minutes. To make the matter worse, the second transaction was not unblocked even after spending 35min on the phone with them. I was told someone from the fraud team will contact me. After around a week someone did contact me and again spent 30min+ on the phone with me and eventually unblocked the transaction. Then a week later I tried to login to my account and I was told my account is locked and I need to contact customer services. Bear in mind that I had not done any transactions since last time. After getting on the phone again, I was told they are unable to unblock my account online and I have to go into the branch with an ID, and the nearest branch is 4miles away!! what a joke!! I'll go in today to get all my money out and close this piece of cra*p called bank account. 12 years with HSBC and never had a single issue like this! Stay away from this bank if you want to have access to YOUR money. I would give 0 stars if I could.
written by Rosef268 on 24/11/2023
Stay well away their banks are terrible. They can block your account without notice or reason and hold your money. Stay clear of Co-operative bank. 5 days now we have been without groceries because they won’t release my money. Had to send my child to school without dinner money. When I approached them, they blocked me on X and Facebook. I also rang them and begged for my own money for food for my family.. they told me they’ll see if they can send me some food and then changed their mind. The co-operative bank have taken away our basic human rights. Never trust them and always keep a rainy day ££ at home
written by thepomfster on 09/10/2023
OMG I have never in my life known such awful customer service. I'm still on the phone waiting and it's 1hr 15mins (update 1hr 19mins)! This is shocking! There is no email facility for customers neither, the only other option is to write them a letter! This is 2023 ffs! I was going to ask for a different type of mortgage, but after all this wait time I'm now going to tell them that I'll be moving my mortgage to a better provider. Utterly garbage!!
written by on 09/08/2023
Joined for ethical policy and have been patient with rubbish on line service, closed local branches, and the awful telephone customer service ( feel sorry for staff on the other end of the line), but their deliberate policy of forcing customers to renew security details after every 2 or 3 transactions is beyond my time and patience. I can’t reliably buy anything on line, despite having funds and using the correct security details and the company know this is happening to all of their customers, know it is costing us time, and know their staff are having to manage this on the frontline. And they couldn’t care less. I’m done.
written by darylnewman on 29/03/2023
Utterly useless customer service. Long wait times. Hopeless systems. Conflicting answers to queries. I was once on for 20 minutes, only for the operative to realise he couldn't actually do what I called to get done. They didn't even manage to close an account when I asked them too. Avoid at all costs.
written by 1950Blackwell on 03/03/2023
I have tried to purchase something on line with both my debit and credit cards and it fails. I haven't got a mobile. I have tried ringing them and after an hour, of paying for being on hold, I put the phone down. I can't solve the problem. I can#t access my money. I can't complain. Why would you use a bank ? Its digital discrimination, you can only have a bank account and access your money if you are 21 an digitally enabled.
written by Jaapdog on 13/02/2023
Because the co op bank closed the local branches,I decided to close all my accounts with them in 2021,in Jan 2023 I got a statement saying I had 18.68 in my account, I rang the coop I said can you transfer this amount to my halifax account and close this one After waiting 30 minutes a guy asked me my account number sort code mothers maiden name and another half dozen pointless questions, eventually he said go into your local branch and sort it out,I said but you have closed our local branch, he said go to a post office and take the money out from them ( I thought he was joking) I went to the post office who agreed with him I can take the money out via my bank card, I said I haven't got a bank card I closed the account in 2021 they said tough no card no money! Back to the coop bank and guess what repeat the above,i Said you must be joking they said you can go to an ombudsman! I would to tell them what they can do.!all fo 18,68 I would rather they sent it to charity the coop has become a joke
written by MarioPierce397 on 26/01/2023
I like the coops ethical policy and I had a good experience with their car insurance so I thought that their business banking would be a safe bet. However it's been terrible and I will be leaving as soon as I can. The customer service has been abysmal and I have often waited around an hour to speak to someone. I've frequently had to ring back multiple times about the same problem and it's meant that I've wasted countless hours of my time over the past year or so This has often left me unable to pay contractors and could easily have sent my business under. My advice is not to touch them with a barge pole!
written by on 26/01/2023
I made a complaint about an international transfer which they messed up (and yet charged me). According to their Complaints Policy they deal with complaints within 15 working days. It is now 20 working days and they are unable to tell me when they will deal with my complaint due to a backlog of complaints. Useless customer service!
written by 213Sanchez on 22/01/2023
Cannot pay using my Coop bank debit card and no one at the Coop bank want to help or have resolvesd this issue, keep blaming visa. The problem is everytime make a payment its asking for a security number which is supposed to be sent via a text message which they don't send me, Verified my mobile number is correct after hours on the phone majority on hold so can't see any reason why they can't send me a text, other relatives at different banks don't have this bs security verification which is so annoying.
written by Muhammadi237 on 18/01/2023
Worst service ever. Bank account locked for some unknown reason the Bank customer service agent after 2 hours on hold before eventually got through could not resolve, so now they are going to send me a new debit card out hopefully to resolve the problem. Meanwhile I am left with NO money as my account is locked.
written by Daran01 on 05/01/2023
£909.87 missing from our business account. Staff member working from home and has limited resources. Claims it will take 25 working days to investigate, which is over a month. Manager refuses to come onto the phone from the office. On the phone for over 2h 6min and counting!!!
written by AidanDriscoll on 01/01/2023
Sadly this bank has fallen apart after 30 years banking with Coop. customer service anymore waiting times telephone are far too long upto 1 hour. Frustratingly difficult if you want to spend your money, referred to sham squad when trying to purchase a car asking absurd questions "are you being held hostage" when I only want to pay for a second ha d car from a main dealer. Interest rates miserly Internet banking app slow outdated.
written by Georgelab on 06/12/2022
Debit card continuously blocked after making 2-3 transactions Shocking customer service - they just blame visa and fraud security, but this isn’t constantly happening with other banks, as others have a better system in place . Call centre appalling -wait times 60 minutes plus My worse experience is of the defensive manager who had terrible managerial/ customer service skills . No wonder it’s a shambles, with a manager attitude like that! Bye bye cooperative …. Time to move to a better bank with better systems and better customer service , cooperative is not that ethical after all
written by Fussyfellow on 23/11/2022
I am in a call queue for the co-operative bank. My online password got locked (my fault, I miskeyed) and the screen told me to call. So far I have waited for half an hour listening to awful music and being told I am moving forward in the queue. This is time out of working I cannot really spare, I am losing money over it. This happened the last time I rang the co-operative bank, it took four calls to sort out a problem (they issued me a now credit card as my previous one had expired). Four calls at half an hour each. On each occasion they said they had activated the card but in fact had not. It took an email (for which I waited 5 days for a response) to get it fixed. I originally opened a cooperative bank account as I was impressed that they had an ethical policy but, sadly, their awful, lackadaisical and disinterested service overrides that concern. I shall be taking my business elsewhere now.
written by Timsfw on 07/10/2022
It's such a shame. I wanted to bank with co-op for ethical reasons but it's just not worth the hassle. Their systems are archaic, inefficient and slow. Customer services is under resourced and have very little power to help with issues as they're restricted by the inefficient systems in place. The simplest of things takes forever, every time you try and contact them you're on hold for ages and very little is resolved. I just don't have the time, they're slowing down the effective running of my business so sadly I will be taking my custom elsewhere. This is my second time trying business banking with co-op, i convinced myself to give them another go and immediately regretted it.
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As rated by our community of reviewers
Fussyfellow's Response to Fussyfellow's Review
Written on: 23/11/2022
An update on my review, it actually took 35 minutes to get through. What I will say in defence of the Cooperative Bank is that when I got through the lady I spoke to was very helpful and resolved my issue very quickly even staying on the line whilst I logged in to ensure it all worked - very helpful. if only they could sort out the call waiting times, I cannot afford to spend the time out of work on it.