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Name: Stephen

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Refusing to return my savings

I have a Moto G phone, one of the few on the permitted list. I managed to log in with the app after 3 or 4 attempts. 6 months later Atom updated the app and it stopped working. I phoned them and obtained an undertaking that I could give them my maturity instructions over the phone. A year later, just before maturity, I phoned and, after some resistance, Atom took my instructions. I was assured my funds would be paid out on the due date. But they weren’t. When I complained they said they did not have a record of my phone call and, anyway, they do not accept instructions over the phone. So what do you do if a bank refuses to hand back your money? Update: Sent Atom a stern email and they transferred my funds to my bank. Made a formal Complaint, so we'll see. Update: Atom: "can we close the Complaint?" Me: "what are your findings?" Atom: "a colleague didn't fully capture your instructions". Me: "she made a mistake, right?" Atom, "er, yes. We're very sorry". No compensation was offered. I didn't bother asking for any. I won't be going near Atom again. Reviewed on: 7th March 2018

Reply from Thanks for your feedback Stephen. I'm sorry to see the experience you've had. We certainly don't want you in a position where you can't access your funds and will get this sorted out for you. Please call us on 03333990050 when it is convenient for you and we will look into what is causing the issues with your app and make sure you get your money back if it's matured now. We're open 24/7 so please call as soon as you can so we can help you get your money back. PF Response date: 9th March 2018