To: thinkmoney Complaints DepartmentSubject: FORMAL COMPLAINT: Systematic Transaction Delays, Missing Funds (£360), and Unprofessional Customer Support (Account No: 35386147)To the Complaints Management Team,I am writing... To: thinkmoney Complaints DepartmentSubject: FORMAL COMPLAINT: Systematic Transaction Delays, Missing Funds (£360), and Unprofessional Customer Support (Account No: 35386147)To the Complaints Management Team,I am writing to log an official, formal complaint regarding the unacceptable handling of my account, the systematic withholding of my funds, and the deeply unprofessional conduct of your customer service team.For a considerable period, every single payment into and out of my account has been systematically delayed by a minimum of 12 hours. This includes my most recent transaction—a Faster Payment of £360 from Eliah, which cleared the sending bank on Friday at 2:00 PM but has been withheld by thinkmoney.Whenever I contact your support team to ask why my funds are consistently delayed, I am met with complete incompetence. Your front-line staff appear entirely uninformed, refuse to answer my questions, and provide conflicting information. Most recently, your AI chatbot confirmed the arrival of my funds, yet the human advisor I was connected to immediately contradicted this and denied receiving the payment.Furthermore, during my conversation with a customer support advisor on Friday, I was subjected to intrusive and entirely inappropriate questioning. The advisor asked me why I needed my own money so urgently, claiming that if he knew the reason, he would pass it to another team to "speed things up." It is entirely unacceptable and a breach of customer dignity for your staff to interrogate me on how I intend to spend my own money before deciding whether to release it. Out of sheer desperation to resolve the situation, I complied and explained the reason, but this invasive questioning yielded absolutely no results, and my funds remain withheld.I understand that accounts can be subject to standard security screening. However, a permanent, 12-hour restriction on all of my transactions—combined with invasive questioning and a total refusal from your staff to address my queries—is causing me severe financial distress and is completely unacceptable.I require the following actions taken immediately:A full investigation into why a systematic 12-hour delay is being applied to all my transactions.The immediate location and release of the missing £360 payment into my available balance.A formal written response and apology explaining why my account is being restricted, why your advisor felt it appropriate to interrogate me regarding my urgent need for funds, and why your staff have repeatedly failed to assist me.If this matter is not resolved promptly, I will escalate this complaint directly to the Financial Ombudsman Service (FOS) and the Financial Conduct Authority (FCA) for breach of service and unfair treatment.Under FCA regulations, I expect a formal acknowledgement of this complaint promptly and a final response within 8 weeks, though given the severe financial distress caused, I expect the missing funds to be tracked immediately. Read more Read less

Smooth transactions on my credit card. I was notified via app and email that i was in credit and i also never had any glitches... Smooth transactions on my credit card. I was notified via app and email that i was in credit and i also never had any glitches while using my card. The customer service too was excellent and very helpful when i needed information. The details were great and the information i received was very useful Read more Read less