Smile Bank

RacyRed

Is it just me or is anyone else getting really fed up with errors made by Smile?

They used to be brilliant, but their service seems to have gone downhill rapidly this year.

My account with them was hacked last year. I had my cards and they had not been out of my sight, hadn't been careless with information (all online, no posted hard copies and any correspondence is always shredded). I was never given an explanation, got the distinct impression that they knew exactly what had happened but were not going to tell me (reassurances that it would not happen again, disuaded fron changing my account and so on).

Since then it has seemed to be one problem after another. So disappointing.

Has anyone else experienced a dropping of standards?

preable

if im honest ive never heard of them

JAYk_2

They are an online bank and they claim to have one of the best overdraft facilities. I personally think it's better to bank with a bank that offers both in-branch and online support. If any bank keeps getting your bank details wrong etc you can write to the Financial Ombudsman.

bendix

No disrespect, but what does anyone expect with a bank that chooses to call itself Smile?

Sounds terribly unprofessional and shonky to me.

RacyRed

Smile is the online branch of the Co-operative bank.

You can use Co-op bank branches if you wish. When I first joined them, some years ago now, their reputation as an online bank was excellent and I found their service and ease of use of their website was absolutely brilliant. They are also an ethical bank and that was one of the attractions for me.

I'd been very happy with them for a long time, they didn't pull the same sort of nasty little tricks that other banks try.

But things appear to have changed.

For instance, I realised early one morning recently that a DD was due that day and I needed to do an instant transfer from my savings account to cover it as my current account balance was too low. I completed the instant transfer early in the morning and the transactions showed instantly. So before the start of banking hours more than sufficient money was in my current account.

When I checked my online statement later in the month I discovered that the DD had been debited first, causing an unauthorised overdraft, then the transfer in from my savings was shown as a credit bringing my account back into credit. I incurred charges (which I'm disputing) as a result. :mad:

I've checked back over statements from earlier years and note that funds coming in used to be credited first and debits second. At some point their banking practice appears to have changed and Smile are now showing signs of behaving like some of the more obnoxious high street banks. It is so very disappointing.

I'd just really like to know if other Smile customers have noticed similar sorts of behaviour this year before I start looking for an alternative bank.

Thanks

oldagetraveller

I'm surprised they charged you for that. Things might have changed since I had similar?
On a couple of occasions I've been overdrawn and as long as money clears the account, as in your example from their savings account, then as long as the current a/c is back in credit there have been no charges. This was confirmed by their CS when I 'phoned about the first mishap. I'm going back a couple of years though.
I could be wrong, but I'm sure other banks have a similar policy as long as the account is in credit by a certain cut off point the same day?
I can't remember credits ever appearing before debits though, not in the years I've been with Smile, again I'm possibly wrong.