can't cancel lost card online, long wait for phone
3
Been with coop about 15 years and probably speak on phone once to twice a year. the wait times seem to have got longer over time. A few weeks (Jul 21) back i misplaced my card and needed to cancel it. the phone line wait was over 30 minutes so i went to the website as the recorded message suggested to use the chat feature. Chat was not available and nor was there any way to cancel you card online. I eventually had to submit a request through a general query form.
It took 3 or 4 days to process this and was not clear what had happened as my online account had now totally gone!
I this time waited in the queue ~20 mins and once I got thorugh the staff member explained what had happened very clearly and reassured me. However I do thin this shoudl have been clearer and easier from the website if it is going to take a long time to get thru on phone. Management should either improve the website offering and/or increase the number of help staff to take calls. those they have are very good.
Reviewed on: 31st August 2021
I went with them a few years back as one of the lowest quotes and they have given a good price each year since on renewal
Reviewed on: 31st August 2021
