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Name: Steve Webster

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Most Recent Reviews (3/3)

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Complaint to Financial Ombudsman

1
Following on from my previous review I complained to the Financial Ombudsman who ruled in my favour and ordered Pockit to pay me compensation. After receiving compensation I closed my account with Pockit. I opened a basic bank account these are offered by all major banks and unlike Pockit they do not charge you for depositing or withdrawing money from your account. They offer more ways to deposit funds in your account than Pockit. Customer services is far better. Pockit charge you to run your account and when they get it wrong (in my experience) they don't do enough to help you. My advice: Open a free basic bank account. If you are not satisfied with service then complain to the ombudsman. Reviewed on: 9th February 2018

Financial Conduct Authority Complaint

1
After experiencing difficulties that Pockit Customer Services were unwilling to address (detailed here in a previous post) I submitted a complaint to the FCA who found in my favour and instructed Pockit to pay me compensation. I then closed my account with Pockit. It was a simple process to open a basic bank account. It has no limit on deposits free withdrawals on line telephone banking and in branch banking. Customer services are MUCH better than Pockit you speak to staff who know what they are doing they answer the phones in minutes and you can visit a bank branch and deal with someone face to face. Pockit charge you to: Deposit Cash at a paypoint Withdraw Cash at an ATM Transfer money to another bank account They don't do direct debits. When they get sonething wrong (in my experience) they do little or nothing to correct their mistakes. You don't have to put up with bad service that they charge you for! You can get advice about basic bank accounts from: Citizens Advice Council Offices Banks Reviewed on: 9th February 2018

Pockit Prepaid Mastercard

1
I had a card from Pockit I was due a payment of £1700 from an insurance company. Using the mobile app they provide I checked the account limits section before asking the insurer to pay the £1700 into my pockit account. Payment made Pockit deckined the transaction. Called customer services who said "Transaction was declined because it's over the daily limit of £1500 money has been returned to sender" Pointed out this daily limit was not shown on the account maximum limit section of the app. They referred me to terms & conditions which you cannot access on the mobile app. Told me the refund would be by BACS and take up to 3 days. Made 3 calls to customer services because the insurer did not receive the refund. Each time I was told something different "It sometimes takes up to 5 days" "It can take up to 10 days" "We have to rely on our 'Merchant Bank' to process refunds which adds to the delay" I telephoned Wirecard Solutions who process transactions for Pockit. They were very helpful they also confirmed that they do NOT process individual transactions for Pockit. They spoke to Pockit for me..the Insurer received the refund the next day and agreed to split the payment into 2 and resend it. Shortly afterward Pockit helpline emailed me to say "we have now accepted your payment I hope this is satisfactory" I replied "No not really. The insurer had to send 2 payments. Your account limits information is inaccurate. Your Customer Service Team gave false and misleading information. The refund took 11 days to process instead of 3. PLEASE LOG THIS AS A COMPLAINT. Received an email acknowledgement saying "We will investigate and respond within 8 weeks" They didn't respond I called the help line spoke to an operator who said "I cannot find any reference to your complaint on our system" Spoke again to Wirecard Sokutions sent them a copy of the email promising an investigation and response within 8 weeks. They emailed Pockit saying please respond to the complaint by 5pm today. Received an email from Pockit saying "Sorry we have found your complaint here's a copy of our response which we sent by email" I obviously didn't receive it. The response went on to blame "our processing partner" for the errors. Complained to the ombudsman they had to chase Pockit for information they promised to send but eventually found in my favour and awarded me compensation. I tried 3 times to speak to Pockit customer services to say Please Close my account. Each time I listened to music waiting for an agent to answer after 10 to 15 minutes of this I heard a recorded message "All of our agents are busy please call back later" and the call was terminated. I sent them an email to close the account. Opened a basic bank account. Free to deposit and withdraw money. No limit on deposits. Easy to speak to staff on the phone. Can visit a branch and speak to a member of staff. Can pay in cheques. Despite large numbers of customers advising Pockit of problems they seem either unwilling or unable to address the problems. Reviewed on: 12th November 2017