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Name: Norton

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NEVER experienced changes so inadequately thought through, backed up with customer service so poor, in, my, life.

I have just come off a one hour phone call to Al Rayan Bank. Awful, awful, awful. I have banked with Al Rayan for several years over several products. Their online web-based banking was always pretty "clunky" - but you could get what you needed to get done, done. I run a number of important standing orders through one of my Al Rayan accounts - THERE IS NO VISIBILITY OF STANDING ORDERS AT ALL on their "app" - neither is there any immediate plan to make standing orders something you can view and work with via the app. So, having switched to the app at their insistence, and only on a phone which is not my primary phone because my primary phone is Android 7, reports that it is up to date, and so does not give me an option to run Android 8, they have now cancelled my access to banking via their old on line platform, tell me that to cancel my registration on the app and reinstate my access to online banking would take longer than the remaining time that their online banking will be operational - they are denying me my right to work with my money that I chose to lodge with them. How they can launch an "app" which has LESS functionality than their existing, clunky, online banking, is beyond me. Their "solution" is to send me a hard copy letter, in a time frame which they will not commit to, which will state all of the standing orders I have set up on the account. This will likely arrive with me AFTER the next date that most of my standing orders will be paid out. And to make any subsequent changes (more likely cancelling in full and moving my money elsewhere) to my standing orders, I will need to ring them - wait ages for them to answer the phone and accommodate the limited hours their phone lines are open e.g. not open at all on a Sunday and only open in the morning on a Saturday. This is the pits. I bank with many, many providers and have NEVER experienced changes so inadequately thought through, backed up with customer service so poor, in, my, life. Reviewed on: 25th February 2020