Customers are threatening to leave the Co-operative Bank after its mobile app stopped working three consecutive Fridays, was unavailable for the entirety of last weekend, and then malfunctioned once more just after the bank declared it fixed the issue, Entrepreneurng report.
It appears that the most recent event, which effectively shut out thousands of users from their accounts for nearly 48 hours, was the last straw for some.
On the bank’s Facebook page and other social media sites, customers, some of whom have been with the institution for more than 20 years, have been lining up to announce they have had enough and will be transferring banks.
“This morning, my switch moved to a different bank. It’s unfortunate, but with no access to mobile, internet, or phone banking for days on end and no customer assistance on weekends, it was time to leave, said one disgruntled client.’
“App was down again this weekend, preventing money transfers. I had a call, but I couldn’t finish it because the offices were closing. Another person said, “I’m transferring accounts because I’ve complained to them too much and they don’t listen to or understand consumer demands.”
The most recent app issues began on March 17 on Friday. Then, on the following Friday, it happened. On Friday, March 31, it was once more in operation. On Sunday at 11 p.m., it was restored, but less than a day later, it was pulled down once more for maintenance.
This is the most recent issue affecting the bank. According to claims made in August 2021, a lack of call-handling staff at the bank’s call centers has made it nearly hard to reach anyone. The issue lingered throughout 2022, at which time the app also experienced issues.
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People have relied more and more on mobile apps in recent years to handle their basic banking needs while on the go, and many no longer carry the passwords and customer numbers needed to access Internet banking. The consumer reviews will be depressing to read at the bank’s Manchester headquarters.
“Despite spending more than 20 years working for the cooperative, I’ve had it. I made a backup account at Santander the previous time I experienced issues with the app, and I will now make that account my primary account.”
I now have to travel more than 50 miles to visit a branch after the Co-op closed my closest one. Simply put, the software cannot be trusted. It happens frequently that you are prevented from making online payments. At that point, you must phone customer service to get it unblocked, but the call center closes at 6 o’clock, he claims.
“We genuinely regret to inconvenience our amazing customers, and we are dedicated to giving them the service they deserve. Our coworkers have reacted quickly to support our customers, and we have coworkers who are diligently trying to make up for the inconvenience that customers have experienced.”
In conclusion, customers should call the bank so it “can put that right” if they are out of pocket as a result of payment issues.
Source: The Guardian
