BBS Member's reviews - Smart Money People

Quick help from live chat

5

I appreciate the quick and helpful live chat. Reviewed on: 2nd January 2024

Reply from Thank you for your feedback, I will pass this over to the team. Charlotte Tillen, Savings Services Manager Response date: 4th January 2024

Easy and quick

5

Jess answered my question immediately and solved the issue straight away Reviewed on: 22nd December 2023

Reply from Thank you for your great feedback regarding Jess, I will pass this back to Jess and the team. Charlotte Tillen, Savings Services Manager Response date: 27th December 2023

Excellent Support from TeamBIBS

5

Great help over the phone recently from the friendly team Reviewed on: 20th December 2023

Reply from Thanks for taking the time to leave us some feedback - the team really appreciate it and we will pass it on to our customer service colleagues. Happy Christmas! Response date: 22nd December 2023

No one every answers the phones or online chat

1

Tried all day to speak to someone regarding my account and not been able to to speak to anyone. Chat agent will available 'shortly' is plain wrong and when I call the saving customer support number it just rings and rings. Tried this several times through the day Reviewed on: 15th December 2023

Reply from Thank you for your feedback. We have been experiencing a high volume of calls and messages in the lead up to Christmas, but are always keen to help. Please send an email through to [email protected] and a member of the team will be in touch to help with your query. Graeme Finch, Savings Support Manager Response date: 18th December 2023

Tries to make it impossible to access your money

1

Months and months after trying to register for online banking, after it tells me all is set email, pin and password all accepted to be a conformant password, I have never been able to login. It doesn't say wrong username/pin/password but instead does nothing. I suspect it's because I used a password manager to securely generate a password with special characters and numbers like suggested but their system can't handle it. No option for help. Need to now arrange a long journey to their headquarters to close my account and get it moved to another bank that allows you to access your money Reviewed on: 12th December 2023

Reply from Thank you for your feedback. We have experienced some issues with our new version of Bath Online. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still experiencing problems with it. Please do contact us so we can support you through the process. You can talk directly to the team via Live Chat on the website. Charlotte Tillen, Savings Support Manager Response date: 13th December 2023

lovely process

5

simple, easy process............. Reviewed on: 6th December 2023

Reply from Thank you for your feedback. Charlotte Tillen, Savings Support Manager Response date: 7th December 2023

Chat support really excellent, once get through.

5

It took a while to get someone to come online in the chat, with several attempts taking 20 mins+ before quitting. But when I did get someone, they were very focussed on resolving the issues and saw it though to the resolution. Reviewed on: 6th December 2023

Reply from Sorry to hear it took you some time to contact the team - it is a particularly busy period but good to know we resolved your query. Many thanks for the feedback, Jo Gillow, Head of Marketing. Response date: 22nd December 2023

Setting up an online account

5

I had trouble setting up my online account. The online chat helped with this. Reviewed on: 4th December 2023

Reply from Thank you for your feedback, I will pass this back to the team. Charlotte Tillen, Savings Support Manager Response date: 5th December 2023

Very helpful

5

The young person was very helpful and very polite and sorted my problems Reviewed on: 2nd December 2023

Reply from Thank you for your feedback, I will pass this back to the teams. Charlotte Tillen, Savings Support Manager Response date: 4th December 2023

Online banking app

1

The Bath Building Society app is absolutely dreadful, not easy to use, impossible to re-register on and not user friendly. I have tried numerous times over the past weeks to no avail. Getting hold of someone to talk to and get advice is not easy, I feel totally at a loss how to proceed Reviewed on: 24th November 2023

Reply from Thank you for your feedback. We have experienced some issues with our new version of Bath Online. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still experiencing problems with it. Please do contact us so we can support you through the process. You can talk directly to the team via Live Chat on the website. Charlotte Tillen, Savings Support Manager Response date: 30th November 2023

Great customer support

5

Jess was an absolute delight to deal with, and this wasn't even the first time she had been so, we had a previous encounter where she was just as pleasant. We got the issue sorted within a matter of minutes and made sure any other queries had been dealt with as well. Great customer support with the rare hint of a human on the other end of the phone rather than a script which is always appreciated! 10/10. Reviewed on: 22nd November 2023

Reply from Thanks so much for this great feedback regarding Jess, I will pass this back to Jess and the team. Charlotte Tillen, Savings Support Manager Response date: 23rd November 2023

Fabulous Live Chat

5

I like that you get to speak to a live person who is entrusted with a lot of responsibility so that they can close out the query in one visit. So often I am passed from one department to another, then have to wait for people to call back, yadda yadda, but the person with Bath Building Society just got the query sorted in one activity. Thank you so much! Reviewed on: 13th November 2023

Reply from Thank you for your great feedback, I will pass this back to the team. Charlotte Tillen, Savings Support Manager Response date: 14th November 2023

Demoralising Online Capability

1

I haven't seen them all but I would bet good money that their online registration process is the least intuitive of any UK financial institution. Reviewed on: 9th November 2023

Reply from Thank you for your feedback. We have experienced some issues with our Mobile App and the new version of Bath Online. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still experiencing problems with it. Please do contact us so we can support you through the process. You can talk directly to the team via Live Chat on the website. Colin McDougall, Chief Commercial Officer. Response date: 14th November 2023

Online Upgrade

1

It has been a nightmare trying to re-register to maintain Online communication. Your staff are as frustrated as your customers with some obvious errors on the registration site being left - for instance, on the Trust account details, the box headed Signatory/etc should in fact read Trust Name. This has been highlighted internally many times, I hear, yet why has the IT department not instituted a rapid patch? I could not complete my application to re-register even with the help of your staff because my screen only showed 6 boxes and not the seventh (the contact number). So now I have a password set up by your staff member and I cannot find anywhere on the Online pages to change it to something of my own making. What a mess. Reviewed on: 7th November 2023

Reply from Thank you for your feedback. We did have a temporary issue with our Mobile App and the new version of Bath Online. We have had hundreds of customers who have successfully registered. You are able to change your pin and password, Perhaps you could email us to provide us with more details so that we can help you with this. Louise Truckle Head of Savings Support Response date: 10th November 2023

Unable to access savings account for 2 months

4

Since the Bath Online has been updated I have not been able to access my accounts. The girls on the phone have tried to be very helpful, but so far nothing has worked. Frankly whoever wrote the new site needs to try again. I’m trying to keep a track of my finances, but this is making it rather difficult. Reviewed on: 7th November 2023

Reply from Thank you for your feedback and I'm sorry that you are experiencing issues with logging in. Please do get back in touch as we have had some technical issues which have now been fixed so we may be able to assist you with logging in now. Charlotte Tillen, Savings Support Manager Response date: 9th November 2023

New website a joke

2

BIBS "updated" the website many weeks (months?) ago and I haven't been able to access my savings. Mercifully, they do have a phone number... Reviewed on: 7th November 2023

Reply from Thank you for your feedback. We did have some issues' with our Mobile App and the new version of Bath Online. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still struggling. Please do contact us so we can support you through the process. Louise Truckle Head of Savings Support Response date: 10th November 2023

The branch staff are great

5

Your branch staff are a credit to your company, popped into Wood street due to online issues they did their up most to help me today so friendly and cheerful, good on you ladies Reviewed on: 31st October 2023

Reply from Thank you for your feedback regarding the staff at Wood Street, its great to hear. I will pass this back to the team. Charlotte Tillen, Savings Support Manager Response date: 2nd November 2023

Request for advice on Trust Accounts.

5

I really wanted to speak to a person! Reviewed on: 26th October 2023

Reply from Thank you for your feedback. Charlotte Tillen, Savings Support Manager Response date: 2nd November 2023

Online account access

2

very poor still cant access after many many attempts over several weeks and help talking through situation with staff member. Site Tells me I'm registered but when logging on the screens freeze at the password stage Reviewed on: 23rd October 2023

Reply from Thank you for your feedback. We did have a temporary issue with our Mobile App and the new version of Bath Online. We have had hundreds of customers who have successfully registered and it is disappointing to hear that you are still struggling. Perhaps you could email us to provide us with more details so that we can investigate this for you. Louise Truckle Head of Savings Support Response date: 24th October 2023

Arthur was very helpful

5

very knowledgeable and helpful. Arthur was a pleasure to work with Reviewed on: 20th October 2023

Reply from Thank you for your feedback. Charlotte Tillen, Savings Support Manager Response date: 23rd October 2023