Smile banking - terrible online service?!

Hazzanet

I'll chime in here too - I've been with Smile since 2000 and I've tarted around other banks but always gone back to Smile/Co-op to do anything complicated - their staff are helpful and knowledgeable, and when things have gone wrong, they've apologised immediately, acknowledged that there is a problem and gone out of their way to put it right.

7sefton wrote: »

Here's the problems so far:
- 'Available balance' is not updated instantly following a debit card payment

Agreed, this is behaviour I've witnessed with Nationwide, Halifax. Natwest, and Citibank but not with Smile. Interestingly, the it doesn't happen with the Norwich and Peterborough BS either, but I suspect their backend systems are run by the Co-op as they have an 08-xx-xx sort code.

7sefton wrote: »

- Mini statement online does not have a 'balance' column, just money in and out

It's midly irritating, but it starts with a broght forward balance and has the balance shown at the top - nothing that the on-screen calculator in windows can't deal with.

7sefton wrote: »

- Cannot change names of Standing Orders online

Agree with oldagetraveller - cancel and replace or make sure you set the S/O up with something meaningful in the first place.

7sefton wrote: »

- Cannot include a reference in Money Transfers; must make a bill payment instead (even if the payement is to a savings account, not paying a bill!)

I agree that this is odd behaviour, but this is really for internal transfers only rather than to the outside world (although it does work). When I've needed to put a reference, it's usually to a building society so it works no faster than 'paying a bill' with the reference etc. It's also a bit of a pain because it only lists the payee and account number in the paymant list, but only shows "TFR SSSSSSAAAAAAAA" on the statement where S is the Sort Code and A is the account number.

7sefton wrote: »

- Not alerted to new private messages when logging in

No, my "Secure Messages" tab definitely flashes when I have one, and I receive an e-mail stating that I have secure messages waiting for me. Like this:

"Hello Mr Hazanet

We've sent you a secure message. Please log on to read it.

Thanks
smile"

Ref: SF02

7sefton wrote: »

- General old-fashioned feel to the layout

It's not changed really since they dumped the javascript system and the 'funky' cartoon style site for the pink and white system. Whilst I agree it's not a slick as Nationwide, it does what it says on the tin, without breking down all too often or being overly complicated.

Again I agree with oldagetraveller, there's better deals and slicker website out there, but I always return to the Co-op/smile in the end.

Slippy-23

opinions4u wrote: »

Could that be anything to do with them dropping the rate to 0.12%?

Sometimes the most simple explanation is the right one.

Ah thanks for that.. Ouch! I thought it had probably dropped over recent weeks, but I hadn't realised it had dropped quite that low within the past month..

realaledrinker

The Co-op have just started a programme to completely replace their core banking systems - including smile. Retail banking is due to be replaced progressively by 2011 & the exisiting sites will get care & maintenance only until then.

billbob

Looking at the link posted by Hazzanet I was reminded how competitive Smile used to be. Now its rates can easily be beaten by any high street bank. I think it's sad that this great brand has not kept competitive with its rates and continually evolved its website and internet banking. Do they even advertise any more?

Stuart_W

No, smile have not spent millions on adverts recently with hundreds of extras and a singing Howard declaring fantastic interest rates - but then they subsequently have not needed to be bailed out by the government, either. I know which creates a better "brand image" in my mind!

The Co-Operative Group are currently in the middle of one of the most ambitious corporate rebranding projects of recent times - they have a turnover in excess of £10bn and run a huge variety of businesses, including being the UK's biggest farmer. The new "co-operative" brand seems to be emerging positively. It may be that smile becomes more closely integrated with The Co-operative Bank in the future.

I'm another long-lived Co-op/smile customer who has only praise for the service I'm afraid.

orangeslimes

Yeh I have to agree- I really want to like Smile as their ethical policy etc appeals to me- but I do think the internet banking could do with some updating to be more user friendly - i.e. display running totals for recent transactions, also when transferring money showing you what your available balance in account is so I don't have to remember how much is in my savings account. It just seems a bit carelessly designed to me. It's not that you can't do what you need to- but compared to my other experience of internet banking- Nationwide I think Smile is really poorly designed - and if it isn't going to get a bit of an overhaul before 2011 like is suggested I think that is really quite shocking from an internet bank.

agsnu

BarclaysManager wrote: »

Nor should it - your available balance shouldn't be reduced until the entry actually posts to the account, only your balance should. Debit card payments start with an authorization, which is not always collected from your account - and some times relate to processing errors where a payment might be authorized twice.

I think you have this bassackwards. An authorization is an earmark for the fund, thus reducing the amount you have available to spend - either from your balance if it's a debit card, or your available credit if it's a credit card. Once the transaction is actually posted, the balance is updated - and thus since the money has actually moved about, you will have less in your account (which is what the balance is supposed to represent).

parcival

Have used Smile / Co-Op internet banking for years. The site is reliable and easy to use. When you phone you get good quick service.

HOWEVER - we are transferring some accounts due to the poor interest rates. I thought the idea of an internet bank was lower overheads and therefore competitive rates.

Stuart_W

I'd be interested to know from others on here as to whether other internet banks are going down the road of sending out "bank card readers" to all customers - some funky little device to make internet banking even more secure.

http://www.smile.co.uk/servlet/ContentServer?c=Page&pagename=Smile/Page/smView&cid=1228376874183

I guess the next step is to connect this to my printer and print my own money!!

I've no real idea what's going on here, but given Smile/Co-Op were the first bank to get the British Standard kite mark for Information Security, I guess they know what they're doing!

Baldur

Nationwide, Barclays and the Tesco Savings Account are among those who issue card readers, from memory.