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Review of the Monmouthshire Building Society, Savings:

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The Issue 8 Regular Saver account has been the most...

The Issue 8 Regular Saver account has been the most difficult account I have EVER tried to open; despite being a past, satisfied, MBS customer and still having a MBS on-line account. Before applying I checked and my account was still 'open'. I used my Web ID, password and memorable data to confirm. I assumed that I could open the new account within my on-line account. Wrong! Had to be opened in the App - that being the problem. After trying to use the App as an existing customer, and then as a new customer, I telephoned Customer Services several times. The App is a nightmare, requiring me to input a 6 digit code, a pin number, verification code, going through a 2 factor authorisation....I did eventually receive a NEW ID and a letter giving me an account number. I tried BOTH my, now, Web IDs, existing password and memorable data to open my accounts. In both cases, as an existing customer and as a new customer, I entered my personal details, bank details, communications preferences, acknowledged etc etc and when I submitted I was told that my attempt FAILED, and on more than 1 attempt in each case! After speaking to Customer Services I was then told that log-in details for on-line accounts and app-accessed accounts are different. I now appear to have 2 accounts that I cannot access. I have now removed the App from my phone. Reviewed on: 27th May 2026

Reply from Monmouthshire Building Society Thank you for taking the time to provide us with your feedback regarding our app. We’re sorry to hear that you have found it difficult to open our Issue 8 Regular Saver account and we appreciate you sharing your experience with us. We apologise for the inconvenience caused by the issues you have experienced whilst attempting to access your account online and through our app. We’ll share your review with our app support team, and we’ll use your feedback to review this process and make improvements. We would like to discuss your review further with you and support you to access your accounts. Could you please email us at [email protected] where a member of the team will investigate your concerns further. Response date: 28th May 2026

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