Why I keep setting up accounts with this company I do not know.. sometimes the best rate isn't worth the pain.
We applied for a mortgage earlier in the year on the advice of our broker who said it would take 3-4 weeks. It took nearly 2 months and involved the most tedious process - request after request for more information. Everything got lost and had to be submitted again, further requests for information..... we were tearing our hair out. I would not apply for another mortgage with them again on this basis.
I also have a business account with them - I recently moved and wanted to inform them of my new address. I couldn't do it online so phoned up - apparently they can't do this over the phone so I had to drive to a branch, armed with lots of paper and fill in a form... what is the point of internet banking when you have to go to a branch to inform them of an address change????
I also stupidly set up a savings account as the rate was good. Every time I set up a new payment from the account they freeze the account, nobody calls you and the only way you find out is when you try to log on and find your account has been suspended. You then have to go through two rounds of security questions to get it unblocked. I keep complaining but never get a explanation as to why their 'security system' blocks my account every time I try to pay a new person.
They have recently implemented additional log on security, you get sent a transaction code to your mobile in order to make a new payment yet this is apparently still not secure enough so they freeze your account...... grrrrr.
I think I'll move - I used to be with CTI who are brilliant..the best online account I've ever had.. shame their rates drop after the intro period.
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