Smile Bank

parcival

I have been with Smile for very many years. Over the past 2 years I have noticed the Customer Service getting worse.

The latest incident is over a missing Credit card that should have been issued to replace an expiring card. To say it's been a shambles would be an understatement.

If you are thinking of moving to Smile - think twice!!!!

labp04

I also been with Smile since they were first set up and have got to agree with the following by parcival:

""If you are thinking of moving to Smile - think twice!!!!"

and I would also add, " . . . . and then don't bother - it really has become a lot of a shambles!":(

Nodders_2

Totally agree with the above 2 posters. I've been with smile since the turn of the year and the customer service is diabolical. I sent a simple email asking about their policy on auto-access apps on Android - no reply (apart from the automated confirmation). I chased it with another email - again a confirmation and no reply. I sent an email to their complaint address - again a confirmation and no reply. Yes I shoulc chase it up with a phone call, but to be frank I shouldn't have to.

Easily the worst customer service I have ever encountered in banking and anyone considering banking with smile I recommend you look elsewhere. If someone from smile is reading this - well done, you've lost me as a customer in the next few months.

macwah97

I have been with Smile since its inception and today I log on to find a secure message saying that they have cancelled all DD & SO's because they do not like the way the account is managed - NO WARNING!!! I have sent off two stavers explaining how the situations arose and that the fact that I work three jobs, have 2 children and a husband with a Mental health issue and physical health issues and am the only one with a current account this action has left be facing further stress - AWAITING A REPLY.

This is the first time I have had occasion to complain about them and of course it's a BIG COMPLAINT!!!

Customer Services cannot help - only Money Management - they are only open when I am at work where we do not have access to mobile phones. :mad:

bendix

I don't know why people bother with these silly branded organisations. If you want a bank, get a real bank in which you can go in and sort out issues with real people.

What sort of banking experience did you expect with a name like Smile?

Hazzanet

bendix wrote: »

I don't know why people bother with these silly branded organisations. If you want a bank, get a real bank in which you can go in and sort out issues with real people.

What sort of banking experience did you expect with a name like Smile?

Smile is part of the Co-operative Bank, and while discouraged to some extent, branch staff can and will help if you are having trouble. That said, branches can be few and far between but I'm sure as Britannia and the Bank merge systems the reach of the Co-op's branch network will grow.

Smile, when it incepted was revolutionary, however allowing rates to become uncompetitive make it really only a co-op bank account with a gimmicky brand now.

Service from the start was excellent, certainly better than Lloyd'sTSB from whom I transferred - they were unable to sort the simplest of problems, in the branch, over the telephone and via post. Indeed they even failed in the simple task of closing my accounts when I'd gone in and filled out the forms they wanted, so Smile was a breath of fresh air.

Service has slipped at Smile; I left them two years ago and dabbled with HSBC and Nationwide, but found myself going back to them after finding that the grass was not greener on the other side; but still Smile has some improvement to do to get back to where they were in 2000 when I first joined them.

I'd like to sample First Direct's service; however although I meet their published requirements something in the computer just says no each time I've applied (4 times in 5 years).

Still; FD is again a 'virtual bank' but apparently the service is excellent even though you can't go into their branches to speak with 'real people'.

thenudeone

bendix wrote: »

What sort of banking experience did you expect with a name like Smile?

Probably similar to what you would expect from names like if, egg, cahoot, or virgin!

I have been with smile since 1999 and they are okay for me.

macwah97

Have to admit that I did have a bit of a rant the other evening.

I contacted the bank on Thursday morning and spoke to a lovely man who completely re-instated everything!!!! and was most apologetic for the upset caused.

As I explained to him and now to this forum - I have never had any problems with SMILE and I will continue to bank with them - however I have opened other savings accounts with better interest rates