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David Willis

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Review of the Bank of Scotland, Classic Account:

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Setting up account first impressions count

Applied for a new account filling out all details online, account was created and received card, pin and security code in post took 1 week. Tried to set up online banking. Security code doesn't work so applied for another took 1 week to arrive. Try again on the app and get to a step to enter memorable data, nothing telling you what format this should be in. Log on via PC eventually get past this step. Then the service tries to call you for security but apparently no phone number is linked to the account, I'm looking at it on the copy of the application form! Call customer services 20:00 Friday night, wait over 25 mins. Told to add a phone number to the account I need to be at a higher level of security and they will send out another code taking 5 days. The only positive was that the member of staff was really efficient at closing my account presumably because they have so many unhappy customers they have to do it so often. Reviewed on: 4th February 2022

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