Metro bank - new customer review

labp04

Never very sure when "newbies" post the kind of thing NigeTacheMansel has as a first sortie. In fact I always suspect some sort of trolling activity at worst or a very, very unfortunate and likely isolated incident.

Anyways "his(?) experience" of MetroBank certainly aint ours and whilst we cant ever be accused of being bank friendly, our experience of this bank has been nothing but positive despite us also living "abroad" and not in easy reach of a branch - ok, in Lancashire.

Our view generally is that in addition to the well reported benefits of 7 day opening and zero charges for foreign transactions with debit or credit card, we are pleased to see a new bank on the street which: can only help in any "fight" with the bigger established monstrosities; has a reasonable level of "green" score; and seems to be trying to do something different whilst listening to its customers.

So, yes, we are a long way from NigeTacheMansel's view of "dont go MetroBank" and we have no reason to be other than complimentary about the services we have received from this organisation and its staff

7sefton

If anyone has ever tried to complain to Metro Bank you'll find the process shocking.

After I was told incorrect information on the phone (which led to numerous wasted visits to a 'store') I sent a complaint by email. It was acknowledged by a letter, and then I heard nothing for over 2 months.

When I called to chase this up, I was told the case had been closed automatically because they'd 'fixed the problem by putting everyone in the call centre on a week-long training course'. Not only do I think this is probably an exaggeration, but I would still expect a 'final response' letter explaining the resolution. I asked how I could take this further because I wasn't satisfied, and they literally couldn't tell me; it didn't seem like they had any complaints procedure in place.

I wrote a letter addressed to Craig Donaldson, the CEO, and sent it by recorded delivery. It was signed for over two weeks ago, still no response.

Disgraceful, amateurish excuse for a 'bank'.

Doc_N

labp04 wrote: »

So, yes, we are a long way from NigeTacheMansel's view of "dont go MetroBank" and we have no reason to be other than complimentary about the services we have received from this organisation and its staff

I'd have to disagree with you, I'm afraid. I found Metro Bank just too far removed from the efficiency of banks like First Direct. The website was a mess, Faster Payments took hours instead of seconds, and the customer service was poor.

I still have the account - but only for the odd overseas ATM withdrawal. I don't think they'd regard me as any kind of profit centre! I gave it a fair trial, but it just wasn't good enough for day to day banking.

System

As a supporter of Metro Bank, then a critic, I decided to use the feedback email address given in this thread to let them know of the problems I had been having with my card - which was almost universally rejected online and over the phone.

I was contacted by a member of the bank's staff who really wanted to resolve the problem. She spent some time talking through the issues, in the evening as I requested.

I got a follow-up call from another Metro Bank rep who arranged for a replacement debit card to be issued and posted to me. It was felt the problem might be with the particular card number I had been given.

I can understand the difficulty for the bank - often a card is rejected by the merchant's bank without reference to the customer's bank so Metro bank, in this case, is completely unaware of the problem.

I was impressed with the personal attention I received and the willingness of the bank to contact me at my convenience.

Let's see how things go . . .

richardmk

We used the metrocard in Disneyland in a chase ATM and $4 was added to the transaction. When we contacted Metrobank about this initially they said this was not right, and then after checking with a colleague they said we had been told about this when opening the account and that there was nothing they could do..
I only have one word to describe Metrobank.. clueless. I have not spoken to anyone who is clued up on the products, the staff in the branches are friendly and try to be helpful, but seem bewildered by everyday questions on bank products..

CG19a

The $4 charge would have been from Chase bank rather than Metro bank. When I was in San Francisco in May all the cash machines were pretty clear about how much they were going to charge you. Metro bank would be clueless as it wasn't them who was actually charging you.

JuicyJesus

CG19a wrote: »

Metro bank would be clueless as it wasn't them who was actually charging you.

They have to be extremely clueless if they can't immediately say "ah, but ATMs in the US charge, so it isn't our fee..."

reclusive46

JuicyJesus wrote: »

They have to be extremely clueless if they can't immediately say "ah, but ATMs in the US charge, so it isn't our fee..."

Indeed, it can quite hard to find free ATMs in the USA.

Why anyone would want cash in Disneyland is another matter lol. Much quicker to pay by card as you don't even have to sign if its under 50 dollars, they just swipe it and you go. A couple of the stalls in the water parks don't even take cash.

Yannis.

I am using my current for overseas transactions as I work quite a lot in Europe and rates are good.

I have requested an ISA transfer (from Lloyds to Metro) since last week, haven't heard from them yet, but don't know how long they usually take.

But I would not consider giving up Lloyds from being my main bank, as the internet banking of Metro is less than basic, and my card has failed me in several occasions (Belgium cash withdrawal, toll stations in France, Petrol stations in Belgium) If I didn't have my Lloyds card to pay for fuel, for instance, I don't know what I would have done.

Especially at Gas stations that pre-authorise (block) a certain amount on your card and then you start filling, my card keeps failing and I don't trust in it anymore whatsoever.

On the phone? Funny excuses.. like "we are updating our systems" (On a Monday Morning?!!) or "It has been like that for a few hours now!" -Thanks a lot, very helpful, If you could also come down to Lyon now and pay the toll on the motorway for me, because the barrier won't let me through.

Dr_Cuckoo3

7sefton wrote: »

If anyone has ever tried to complain to Metro Bank you'll find the process shocking.

After I was told incorrect information on the phone (which led to numerous wasted visits to a 'store') I sent a complaint by email. It was acknowledged by a letter, and then I heard nothing for over 2 months.

When I called to chase this up, I was told the case had been closed automatically because they'd 'fixed the problem by putting everyone in the call centre on a week-long training course'. Not only do I think this is probably an exaggeration, but I would still expect a 'final response' letter explaining the resolution. I asked how I could take this further because I wasn't satisfied, and they literally couldn't tell me; it didn't seem like they had any complaints procedure in place.

I wrote a letter addressed to Craig Donaldson, the CEO, and sent it by recorded delivery. It was signed for over two weeks ago, still no response.

Disgraceful, amateurish excuse for a 'bank'.

Metro Bank have produced a video showing how they deal with customer complaints

http://www.youtube.com/watch?v=xWoeoS6g2Dc