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Name: Steve

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Dealing with Pockit is a Nightmare

1
I was due a £1700 payment from an Insurance Company. I checked the Pockit Website from my Phone and in the limits section it said You can deposit a maximum of £30,000 per year, £5000 per month, £2500 per week and (£750 per day if you transfer using a debit card) I asked the Insurance to transfer the £1700 by bank transfer as it was within the £2500 per week and not by debit card. The transaction was declined. I phoned the helpline waited 20 minutes before speaking to an operator who said "It's been declined because there's a daily bank transfer limit of £1500. Apparently they don't put all the limits in the maximum limits section so you have to look in Terms & Conditions!! She explained that the money would be credited back to the insurance company within 1-3 working days. Explained situation to Insurers who said they'd raise a cheque and issue it as soon as refund received. Checked with them after 3 days no refund received. E-mailed Pockit with confirmation of non receipt from Insurer. Site says "we aim to respond to your e-mail within 48 hours" Called helpline waited 15 minutes to be told "I see your e-mail you need to speak to finance department they don't open on Saturday I'll ask them to call you on Monday" Rang Pockit Monday (having heard nothing from their finance department" Waited 18 minutes operator said "Yes I see your e-mail. Transfers can take up to a maximum of 10 days I'll e-mail finance to sort this out for you" I asked to speak to someone in finance "sorry they don't take calls I'll get the information you requested and e-mail it to you today" The transfer from my insurer was made on a Monday received by pockit and declined on Tuesday so I don't see how the refund of the declined transfer should take 10 days Trying to speak to them takes ages. When you do speak to them they tell you different things. Useful Account to have when everything goes smoothly, they are rubbish at customer service when anything goes wrong. Website misleading (though they promise to update the limits section!) Reviewed on: 10th July 2017
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Steve