R N's community profile page - Smart Money People

Write a review

Go to business site

Viewing profile for,

R N

Total reviews written

Helpful marks given to their reviews

Times reviews seen

All reviews (1)

Review of the Monmouthshire Building Society, Savings:

View on product page

force password resets, terrible app & customer service

So they reset your password for your bank / savings account every so often. Which is for security which is actually doing more bad than good. It shows people choose easier passwords to remember if they keep having to change passwords. However when you change a password, you need to provide unique ID codes which are from your original paperwork, as well as when you have your credentials reset / blocked for security so you have to update and add new ones every month, you have to provide the normal stuff like name, email etc however requiring multiple unique IDs. Account number (whoch you cant access without logging in so catch 22) and if you leave the app to go to your emails, it wipes all data fields and sends you back to the beginning. Then once you do enter the correct information. It said it wasnt valid which okay, theres a chance thats true even though i copied and pasted the exact info and ID numbers, but then locks you out from attempting anything within the app and they have bad customer service access with no online chat. It doesnt need to be 24 hour, but even an email address to contact would be good but they are all no reply addresses. Only way is to call them between office hours. Which surprise surprise is mon-fri, 9-5pm so, as someone who works those hours but cant take a phone call apart from on a lunch break but guess what, everyone else is calling on their lunch break too. Just it seems they have set everything up to be so difficult that they WANT you to lose access to your savings account. Because if its paying interest annually, you dont need to keep checking in on it, so they reset your details a few months later, make the app difficult to try to recover your own money and then make it difficult to contact them. Disappointing service all round. Reviewed on: 15th May 2026

Reply from Monmouthshire Building Society Thank you for taking the time to provide us with your feedback regarding our app and customer service. We’re so sorry to hear that you are experiencing issues whilst trying to access your account through our app and we apologise for the inconvenience that this has caused you. We appreciate your feedback regarding the difficulty in contacting us outside of work hours and we’ll use your feedback when considering future changes to the ways that customers can contact us, to ensure that we are making this easier and more accessible for customers. We’ll also share your review with our app support and savings and customer contact teams. Our contact centre is open Monday-Friday, but our branches open on a Saturday morning 9am-12:30pm. We would be grateful if you can call our Cardiff branch tomorrow morning on 029 2002 8171 and ask to speak with Vicky Davies who is our Senior Customer Consultant and will be able to assist you further. Response date: 15th May 2026

We are helping 1000s to make smarter financial decisions

We use the power of consumer reviews to help increase trust and transparency in financial services and to deliver industry leading insight and events.