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Name: F.

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Can't access my funds, 3 hours on the hotline, problem still not solved.

I'm deeply unhappy about Metrobank and its services and I can only urge anyone to stay away from them! The short story is: Metro bank blocked my account, goes inactive when I ask them to unblock it, all while I'm stuck away from Britain without access to my funds. Therefore I can only tell anyone: *Stay away from Metro Bank* I will look into making a formal complaint & posting my experiences on further social media outlets, if this won't be resolved ASAP, since Metro bank keeps taking no action upon my numerous phone inquiries (5 calls so far, totaling approx. whopping 3 hours) into solving this problem. The whole story: For some reason one of my transfers has been identified as suspicious and my account was blocked. Ok, could have happened to anybody. But instead of having a phone call resolve this situation, I have now in total called metro bank 5 (!) times, spend approx 3 hours being on the phone - and my account is still closed. Why? Since I keep going through the same cycle that leads nowhere: After the person at the customer service speak a number of times to their manager, they tell me to come to store. I inform them that I'm away travelling, then they speak to their manager once more, then they tell me "they will look into it", since some higher up needs to give clearance and I will either get a call back, or my account will be unblocked the next day. But nothing happens. Then I call again, they apologize, tell me again that the exact same things, *but again nothing gets done*. I still can't access my account. I don't want an apology, I want this fixed! I just came off a phone call from someone called "Claudia", and in the middle of it, after being put on hold to speak some manager, they simply ended ended the call! Unacceptable. I only once got a phone call back - but couldn't pick up, because I was in a meeting. I repeatedly told customer service to either use email (which apparently customer service is not allowed to do) or to call me multiple times, because I may not be able to pick up that instant they call - but that obviously fell on deaf ears. Even arranging a callback needs the extra blessing of a manager higher up the hierarchy (which again results in me being put on hold), geesh! I even suggested arranging a skype meeting, if these supposed managers to which my query is relayed, constantly resort to letting me know via first-line customer support that "they will look into what they can do" if I can't come into store. If I would charge you my hourly rate that I spend waiting on hold, or going through authentication and explaining my problem over and over again -since these are wasted hours that I am on phone, that I could otherwise spend working- this would be quite a bill already! Reviewed on: 12th March 2020