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Review of the Zempler Bank (formerly Cashplus), Business account:

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Truly appalling and amateurish customer service and support

Truly appalling and amateurish customer service and support. Most certainly, nowhere near the standards of the expected hallowed echelons of a proper bank in shape or form, Customer service is anything but … And here are several reasons why, this struggling fledgling bank do not deserve to be anywhere near a ‘top’, ‘recommended’ nor ‘serious’ financial organisation: • Unapproachable, unprofessional and aloof • Unreliable, weak and often contradictory advice – especially regarding EU business transactions (IBAN Swift etc) • Inadequately trained staff that are incapable of dealing with more than routine scenarios – out of their depth • Dismissive call handlers that ‘politely’ want to curtail conversations quickly (out of their depth - acknowledged in writing by this ‘bank’ within a recent ‘case’ report) • Call handlers extol apparent expertise of defined processes – and when pressed, retreat to being ‘just’ call handlers • Dedicated customer complaint services that take up to 5 weeks to reply • Customer service ‘specialists’ that give up when faced with a legitimate but complex challenge – and do not reply anymore • Customer complaint professionals/specialists that hide behind an initial and an apparent surname – alias? • When promised that an ‘appropriate’ colleague will call back regarding any legitimate concern – they do not! • Apparently, it is the customers’ responsibility to call them to pursue grievances, progress and developments • Offering/requesting an avenue for dialogue with one of their managers or seniors falls on deaf ears – this route for potential dialogue is not possible in any form • Any self-arbitrary (contradiction?) reviews are kept in house • In the event of any minor transaction protocol being transcended (simple human error references being incorrect) – then ‘JobsWorth’ kicks in – transfer funds are withheld in THEIR NatWest bank account! … Without any recourse to release them to the legitimate payee – so, return to payer! … Route of least resistance – easy option • New customers are enticed online to join up with a promise of zero card fees … As a long standing business customer, we pay non-competitive annual card fees! • Shockingly complacent and smug attitude Discuss … Reviewed on: 24th February 2022

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