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Simon Frith

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Review of the Smile Bank, Current Account:

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Like a parody of an online bank.

Consistently awful in almost every way imaginable. It's like they have made a commitment to being hard work. The App has so many missing features and functionality compared to the competition and despite frequently being off line for maintenance, never really gets much better. In terms of ease of communication, couldn't actually be worse. I used the Starling App today for instant live chat, no problems, no wait. This however isn't an option on the Smile App, literally no option to message your bank via the App. It does tell you that you can use the online banking option to message them though and they will respond within 72 hours..... Nearly laughable, but not funny. Should you be unfortunate enough to need to phone them you'd do well to make a flask of coffee first as it's going to be a marathon event. It look an hour and ten minutes today to check a transaction and change my address. The lady I spoke to seemed to confused as to how to do it and told me I could do it online if I wanted. I told her seeing as I was 50 minutes into the call I'd like to just finish doing it over the phone. When I had an issue with a scam purchase abroad, they look months and got got nowhere. Want to pay a cheque in via the App, like every other bank? Nope.. Want to pay it in over the counter, also nope as they have closed most branches. So you'll have to go to the post office and hope they have a paying in envelope, because when they say they will send you some it's actually just not happening. They will not actually answer some queries if you phone and tell you they are an online bank, but don't have credible alternatives to communicate with. No idea how they can still operate. Reviewed on: 16th March 2022

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