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Mr and Mrs H

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Review of the The Co-operative Bank, Current Account:

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The Unco-operative Bank: Run away before they drive you insane

We have used this bank online for a couple of years, all is OK until you want contact them. You have to use the phone, at 9 pence a minute, and the hold times are upwards of an hour, easily 40 minutes and on several occasions, having waited for ages the system cuts off. If and when you get through it is pot luck whether or not you get a helpful member of staff, most are helpful I must add. A recent need to send money abroad has revealed some insanity on their part, which would have affected us had we not decided to leave immediately. After absurdly repeated security questions we were asked for the EXACT date and time of the last transaction, without which correct answer the attempt to move our money could not proceed - the assistant simply could offer nothing more, they have no discretion, they won't refer upwards to a manager and they won't call back. The question is unanswerable, even their own online transactions do not record or report the time, exact or otherwise. End of first attempt to do what we wanted to do with our own money. We made a formal complaint. A day later a message said that the complaint had been resolved during the conversation! No such resolution has occurred, no further conversation has been had. After repeating the complaint a letter arrived saying that the complaint had been resolved 'Following our conversation'. The letter was signed by a Nicola Cook and it said if further discussion was needed call us on... and we'll be happy to discuss this with you'. Needless to say a call was made (50 minutes on the phone waiting) however Nicola Cook refused to come to the phone because - you guessed it - the complaint had been resolved following a conversation. Realising that the Unco-operative Bank operates in a parallel universe, we have applied at once to a different bank. In the meantime we had to take our money out of the bank's grasp and through the Post Office were able to transfer via Western Union, a process that was obstructed and delayed for another day by the bank. It also proved impossible to set up a PayPal means of transfer. Perhaps they feel they have more need of our money than we do. Reviewed on: 11th June 2022

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