Fiona jk's reviews - Smart Money People

Excellent customer service

4

I have always found their CS advisors helpful and knowledgeable. They listen to your issue and respond sensibly rather than just parroting a script. My only issue is that the pricing and rates are OK but not the best. Reviewed on: 9th February 2020

Difficult to claim for damage

3

Our roof suffered storm damage. We took photos, tried to claim. Aviva insisted on a quote for repairs. But to get a quote we must install scaffold to enable contractors to access the roof. Aviva won't pay for scaffolding before we get a quote. Catch 22. Over 18 months later, still have not been able to get repair done under insurance cover. Reviewed on: 1st September 2019

impossible to make a damage claim because of Aviva's terms

1

We suffered storm damage last winter, i.e. almost a year ago. Aviva want us to get a full quote for the work before they would process the claim. In order for a company to qive us a quote, they need to erect scaffolding, as that part of the roof is inaccesible any other way. Aviva will not pay up-front for this, we can't afford to pay up-front for scafffolding (cost is over £2,000), so we are stymied. Reviewed on: 13th January 2019

good customer service, monthly fee rather high

4

on-line banking is good and I have always found customer service personnel to be very helpful. However, the montlhy fee of £11 is quite high for a basic current account. Reviewed on: 13th January 2019

price kept going up

3

we had insurance with Aviva for several years but premiums kept increasing even though we made no claims. We switched to another provider and are paying less Reviewed on: 23rd September 2018

Brilliant product

5

I ordered a card for my daughter to use while she went on holiday with friends from uni. I topped up the card as she used the money, meaning if it got stolen, the thieves would only get what was stored on the card at the time. Much better than ordinary credit card as no surprises with foreign exchange rate. Reviewed on: 10th June 2018

terrible customer service

1

spent weeks trying to set up internet banking, customer service no help at all, kept reading from a script instead of listening to actual complaint. have closed account and moved to another bank Reviewed on: 10th June 2018

Awful customer service

1

extremely unhelpful, rude customer service agents who do not appear to listed to your issues but just repeat platitudes from a script. We had an issue where cash paid in at a branch "disappeared" for over 2 weeks, during which time outgoing payments were bounced and we incurred bank charges. We had to fight tooth and nail to get reimbursed, they refused to admit the error was theirs. Dreadful service. Reviewed on: 6th January 2018

good customer service, but don't like paying for "benefits" I don't use

4

The Co-op customer service people are always helpful and seem to genuinely try to solve your issue, rather than just parroting responses from a script. However, the benefits, such as phone insurance, that come with the monthly fee are no use to me. The account comes with a £200 overdraft which is really useful in case an unexpected payment hits which is not covered by the account balance. Reviewed on: 6th January 2018

terrible service, inflexible and unhelpful

1

HSBC sent us a KYC pack to fill in, in spite of us having been customers for over 20 years. We had just moved house and explained than we did not yet have the required utility bills to provide them with proof of address. They froze the account, stopped an incoming deposit and bounced all the direct debits. Customer services just kept repeating the same nonsense about their procedures. We closed the account. HSBC refused to transfer the direct debit details to our new account, saying we still had not complied with their KYC procedures. I will never recommend them to anyone. Reviewed on: 30th December 2016

terrible customer service, lots of extra charges

1

the customer service staff never actually listen to your issues, just read back from a script. they never admit the bank has made a mistake. we paid cash in at a branch, it took a week for it to be credited to our account in another branch, during which time we went into overdraft by less than £10. The bank charged us £30 for an unauthorised overdraft, even though we could prove we had paid money in. They moved our account to a monthly fee account without asking us. We are applying to get the fees refunded and will be moving to another bank. Reviewed on: 19th February 2016