Customer: 561880473 FORMAL COMPLAINT – FINAL NOTICE BEFORE REGULATORY ESCALATION Subject: Final Formal Complaint – Unlawful Account Restriction, Withholding of Funds & Failure to Communicate... Customer: 561880473 FORMAL COMPLAINT – FINAL NOTICE BEFORE REGULATORY ESCALATION Subject: Final Formal Complaint – Unlawful Account Restriction, Withholding of Funds & Failure to Communicate Dear Pockit Complaints Team, This correspondence constitutes a formal complaint and final notice regarding the suspension of my Pockit account and your ongoing failure to provide any explanation, timeframe, or meaningful response. I have been a Pockit customer for nearly three years and have used this account consistently for legitimate personal banking, including receiving income, DWP government benefit payments, routine purchases, lottery transactions, and transfers. All activity conducted through this account is lawful and fully compliant with your terms and conditions. You have placed my account “under review” without justification and are currently withholding over £6,000 of my personal funds, causing significant financial hardship. ⸻ Your Failures • Suspension of my account without providing any reason • Complete lack of communication despite repeated attempts to contact you • No review timeframe or status updates provided • Continued restriction of funds despite full compliance and verification ⸻ Verification Fully Completed • I have uploaded full documentation covering all funds in and out of the account for the last 30 days • In February 2025, I completed enhanced verification to update my phone number, including submission of my driving licence and a live selfie, which was approved and verified by your team • There are no outstanding requests for information or documentation from me ⸻ Regulatory and Legal Position While I acknowledge your obligations under anti-money-laundering and fraud-prevention regulations, these obligations do not permit indefinite restriction of customer funds, nor do they allow a regulated financial institution to ignore a customer or refuse to provide basic information regarding account access. Your continued failure to communicate or resolve this matter may constitute a breach of FCA Principles for Businesses, including: • Principle 6 – Treating Customers Fairly • Principle 7 – Clear, fair and not misleading communications ⸻ Formal Demand I now formally demand that within 14 days of receipt of this complaint you: 1. Provide a written explanation for the account suspension 2. Confirm the status and expected completion date of your review 3. Restore full access to my account or release my funds in full ⸻ Notice of Escalation If this matter is not resolved within the above timeframe, I will immediately escalate this complaint without further notice to: • The Financial Ombudsman Service • The Financial Conduct Authority • Any other relevant regulatory or consumer-protection bodies I will also seek compensation for financial loss, distress, and inconvenience, and I am prepared to pursue further action to ensure this conduct is formally investigated and does not affect other customers. Read more Read less

Had a transfer of a large amount they suddenly declined it, I have tried numerous times to get hold of them with no luck. This... Had a transfer of a large amount they suddenly declined it, I have tried numerous times to get hold of them with no luck. This is my only money and they never sent my funds back we are now day 6 and I have had no response from the umpteen emails I have sent reviews there is now no chat feature on my app and there is no contact number. They restricted my card I sent everything and answered everything they have asked me to but still no response. I do not know what to do Read more Read less

I lost my card and my number has changed, they are near enough impossible to get hold of

Tried to signup and came accross hurdles in verification/documents/confirming from the phone - again and agai and again.

Stay clear they will take your money and ask proof restrict bank for days with no update can’t speak to customer service! No contact number... Stay clear they will take your money and ask proof restrict bank for days with no update can’t speak to customer service! No contact number block benifts when by law they are not entitled to do! They keep your money in a separate account with no access. AVOID!!!!!! Read more Read less

Extremely disappointing and misleading service. I downloaded Pockit just to try the virtual card and explore its basic features. I never selected or consented to... Extremely disappointing and misleading service. I downloaded Pockit just to try the virtual card and explore its basic features. I never selected or consented to any paid plan, and I certainly did not receive or use a physical card. Yet, without any proper notice, the app charged me £2.49 for a subscription I never agreed to. When I contacted support, they simply stated that the charge applies "regardless of usage" — which is completely unacceptable and deeply misleading. There was no clear information about recurring fees at the time of signup. This is not transparent, not fair, and in my opinion, borders on unethical practice. Even after requesting to be moved to the free plan and refunded, their support team refused to help. This is not how customers should be treated. I strongly advise anyone considering this app to be extremely cautious. You may be charged without your clear consent. Read more Read less

Within a couple of days of me opening my account and paying my £9.99 monthly fee to Pockit my entire credit balance on my account... Within a couple of days of me opening my account and paying my £9.99 monthly fee to Pockit my entire credit balance on my account has mysteriously disappeared in a transfer that I haven’t actioned. Getting hold of a customer advisor is nigh on impossible and it’s now 3 days since I first contacted them and I am no further forward in getting my money back. Shocking bank. Shocking customer service. DO NOT BANK WITH THIS COMPANY YOUR MONEY IS NOT SAFE WITH THEM! Read more Read less

Extremely Disappointed and Considering Legal Action I’m extremely disappointed with my experience with Pockit. My account has been blocked since April 3rd, and it is... Extremely Disappointed and Considering Legal Action I’m extremely disappointed with my experience with Pockit. My account has been blocked since April 3rd, and it is now over a month later with no resolution. Since then, I’ve had no access to my salary, and funds sent to me by my sister have also been withheld without any explanation or indication of when – or if – they will be returned. What’s most frustrating is the lack of communication. I have sent multiple messages, but most of them go unanswered. When I do receive a response, it’s vague and unhelpful, offering no clear timeline or justification for the account block or the withheld funds. This situation is causing serious financial hardship. I’m now forced to rely more heavily on credit cards, which is driving up my debt due to interest – all because my own money is being held without cause. If this is not resolved promptly, I will 100% consider taking legal action. This experience has eroded any trust I had in Pockit. I urge anyone considering this service to think very carefully before relying on them for essential banking needs. Read more Read less

I have been a Pockit customer since June 2024 and my experience has been absolutely terrible. To maintain the account, you need to pay a... I have been a Pockit customer since June 2024 and my experience has been absolutely terrible. To maintain the account, you need to pay a monthly fee. you also need to pay a fee to transfer money and withdraw your own money, which I understand, as it is a business. As I knew I was going to use this as my main bank account, I opted to go for the best account, which offers me credit, income advance and also boost my credit score. Given that I already pay so much to just simply use the account, as a customer I expect good customer service from a bank as you are handling financial matters. I have been receiving my monthly salary, I have been paying bills, subscriptions, direct debits and my day-to-day spending habits. So I have pretty much used this bank as my main account. As recent as Wednesday 19th March 2025, my account was restricted due to being on review. I have already cooperated, by sending my details my personal information forms of ID and verification to get this resolved. I also emailed them and followed it up with a follow email. Today it is now Thursday 27th March, I have still been unable to access my account, I am unable to withdraw or transfer my own money. This is very inconvenient as my monthly salary is approaching, I haven’t recieved no response from Pockit, regarding my account or review. There is no contact number or method of contact apart from email. As a customer, this is a headache trying to chase a “bank”, regarding their services. In my honest opinion, I wouldn’t want anyone to go through my current situation as a bank is meant to help customers manage their money but it just feels like a great burden banking with Pockit. I honestly wouldn’t recommend Pockit bank to a stranger let alone, friends and family. Once, I receive the outcome of the account review I will be closing the account. For the amount I am paying to use the account, I should at least be receiving basic communication or something. I now feel like I simply cannot trust this bank to hold my funds. Pockit is not covered by FSCS Protection, so they were to go bankrupt you could essentially lose your money. Banking with Pockit at your own risk, however, you have been advised by a current customer that this bank is not trustworthy. Read more Read less