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Caroline Dobson

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Review of the Pockit, Account:

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Very very very poor

I had my card cloned , i have sent 36 emails and made 9 phone call no one knows what they are doing. Customer service team give me the same answer no matter what i do or say, we are looking in to this , we will be in touch. I sent a email to them on Thursday no answer. I was told i would be called on Thursday at 5pm but they called me at 15.30 knowing i was in work. They have emailed me for my id and the dispute forms i have now sent these twice. Pockit emailed me back asking for my id again and gave me dates of transactions that i have not even mentioned and asked me to fill in dispute forms for them, i sent my original dispute forms AGAIN. They advised me they have tried to call me but on a mobile number that is not mine even though they have left voicemail's before this on the correct number. The service is the worst, all i want is my money back from when my card was cloned, i use this account to save my money which is what i was doing for my holiday next week now it is gone and they don't care. I have had a new card sent out and my online account was unlocked for two days but is now locked again and they will not tell me why. I just want my money back, i have advised i will go to the financial ombudsman if this is not sorted they are not bothered i have put a formal complaint in they have not answered TOTALLY HORRENDOUS. Im currently on hold waiting to talk to them for 13 minutes now So got off the call just now and i am more in shock, asked when i sent my dispute form and id was sent in by the end of the call i was asked this five times advised all he can see is my name,address and customer number he has no details, cannot tell me why my online account is blocked just kept saying i will get a update , head office don't work Saturday or Sunday. got told i don't under stand him asked for a manager got put on hold, ashraf is the floor walker on today he is not interested in anything you have to say , he could not give me no answers to my question. He kept repeating he will call me on Monday he will call me on Monday head office apparently closes at 6pm , I asked him what part of the phone call he found acceptable he said yes acceptable. I told him the service is outrageous and that i was reporting this to the financial ombudsman he said yes that's fine. At the end of the call he said very sarcastically and rudely you have a lovely time. Rude and very uncaring. Reviewed on: 25th July 2015

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