Metro bank - new customer review

Dr_Cuckoo3

Metro Bank video adverts

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

http://www.youtube.com/watch?v=GHGODo-FwSU

http://www.youtube.com/watch?v=A-Zw1Q2XOIs

The banking revolution has arrived

Doc_N

Dr_Cuckoo3 wrote: »

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

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

Dr_Cuckoo3 wrote: »

Metro Bank video adverts

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

http://www.youtube.com/watch?v=GHGODo-FwSU

http://www.youtube.com/watch?v=A-Zw1Q2XOIs

The banking revolution has arrived

If they spent a little more money on making their banking systems work, and a little less money making videos about how good it is (when it very clearly isn't) I'd be a much happier customer.

Hazzanet

Doc_N wrote: »

If they spent a little more money on making their banking systems work, and a little less money making videos about how good it is (when it very clearly isn't) I'd be a much happier customer.

Looking at the videos, I doubt any money was spent on them.

Metro_Bank_Representative

Our customers are extremely important to us and we’re very sorry to hear of some of the issues you’ve experienced. We’d really like the opportunity to resolve these as quickly as possible for you all.

Please send full details, along with your name, customer number and any store details to [EMAIL="feedback@metrobank.plc.uk"]feedback@metrobank.plc.uk[/EMAIL] and we will contact you individually.

Many thanks for all your feedback.

Doc_N

Metro_Bank_Representative wrote: »

Our customers are extremely important to us and we’re very sorry to hear of some of the issues you’ve experienced. We’d really like the opportunity to resolve these as quickly as possible for you all.

Many thanks for all your feedback.

Thanks - though I (and many, many others) have been complaining directly to Metro Bank for a matter of years about these issues to no avail. The answer is always the same - we know the problems, and we're trying to resolve them.

Unfortunately, though, nothing ever changes. Metro Bank never has the resources needed, and the problems remain.

Three key issues for me (others will doubtless add their own):

1 Faster Payments - a matter of seconds with most banks, but hours with Metro Bank.

2 The website - just awful. Slow, amateurish, looks and feels several years out of date. I do wonder just how secure it is, too.

3 Customer service - the staff are not properly trained. They do their best, but they are frequently unable to answer basic questions.

The gold standard is First Direct. Metro Bank is right at the other end of the scale, I'm afraid, and not even approaching the poor standards set by Santander.

dr_adidas01

Doc_N wrote: »

The gold standard is First Direct. Metro Bank is right at the other end of the scale, I'm afraid, and not even approaching the poor standards set by Santander.

I would disagree First Direct is not a gold standard, from experience even they make mistakes and don't always know how to fix the problem.

I was told by someone that works for them that the Customer Service reps are just HSBC ones, except they are told to be more polite and helpful to First Direct customers than standard HSBC customers.

There's your gold standard for you!!

Again I've banked with Santander for quite sometime too and not had a problem with them, so your comment about them is subjective and not at all what I and many others have experienced.

Doc_N

dr_adidas01 wrote: »

I would disagree First Direct is not a gold standard, from experience even they make mistakes and don't always know how to fix the problem.

I was told by someone that works for them that the Customer Service reps are just HSBC ones, except they are told to be more polite and helpful to First Direct customers than standard HSBC customers.

There's your gold standard for you!!

Again I've banked with Santander for quite sometime too and not had a problem with them, so your comment about them is subjective and not at all what I and many others have experienced.

My comments are indeed subjective, based on many years of personal experience with a number of banks.

However, the views expressed on First Direct and Santander are fully backed up by surveys on this website, and Which? looked at 43 banks. First Direct was top of that list for customer satisfaction, and Santander was 40th. Metro Bank wasn't listed because, presumably, it was too small.

Wywth

dr_adidas01 wrote: »

...
I was told by someone that works for them that the Customer Service reps are just HSBC ones, except they are told to be more polite and helpful to First Direct customers than standard HSBC customers...

I wouldn't say FD customer service were more polite than normal HSBC staff. In fact they were downright rude to me when, after careful consideration, I decided I did not want to continue to open a FD account.

Eventually I opened an HSBC account at my local branch.

richardmk

I think that this must be the best comment on this thread so far...

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

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

Cathrin

My attempt to open an account at Metro Bank in the Holborn store was nothing short of shocking.

Despite having my Passport, Driving Licence, Council Tax Bill, and Self Assessment status, they were unable to match me to my address, and declined my application before I even applied as they were unable to match me at my address.

When I demanded to know why, I was referred to a manager who advised me that they had not done a credit check or a search of the voters roll, but what they had done was get one of the credit reference agencies to check the 'inter bank database' which lists every account I had ever applied from from the age of 16, and that had flagged up a problem. This is despite there being no attempt to search at the main credit agencies, CIFAS or any other known agency.

I contacted CIFAS, the FSA, the FSO and the OFT who have no idea what this manager was talking about, I also contacted a couple of the Data Protection officials at the main clearing bank, who said exactly the same thing.

Anyone any idea what this guy is talking about - needless to say i wouldn't open an account with Metro Bank if my life depended on it