First I want to quickly mention that pockit do not have a customer service phone number that allows you to talk to a human being but only have a live chat where you can talk to a bot or a email account with extremely badly worded and slow reply’s and for this alone you should not use this service.
I have had a pockit account for just under 2 months and have been very careful to pay attention to there in app limits, I have had various transactions ranging from a few hundred pounds to the largest £2400. This deposit of 2400£ was made into my account just under a month ago and my account has been under review ever since, i sent them countless emails trying to find out the problem to which they provided no information but asked for various personal documents from me and the sender of this transaction, including full bank statements from other banks which I found very unusual but still I complied. After receiving these documents they have told me they cannot give me a time scale for my issue to be resolved and then after that the documents I provided are not good enough and requested the same documents again, I continued email correspondence with them to which I only received 1 reply every 24 hours, and reply’s where only sent by them on Mondays-Thursdays. After becoming fed up with there disgraceful customer service and without the option to talk to a human being as they have no telephone number I sent an email requesting they close my account after seeing other customers retrieve there balance this way. Since this they have not replied to any of my emails and I have been waiting on any response or information from them on what will happen to my money for now almost a month. Because of this I have had significant financial issues since opening the account and still do not know what will come of this I am contacting an ombudsman and recommend anyone with similar issues with pockit do the same. This level of disregard to there customer base is completely unacceptable for any financial service and it completely baffles me that what they are doing is seemingly not illegal or just not being enforced by any financial conduct authority DO NOT USE THIS BANK THEY ARE NOT HERE TO HELP YOU. This is the worst banking experience I have ever come across
Reviewed on: 11th May 2022
