Having big problems opening a Smile account

SaverSarah_2

Anyone else had the same experience?

We applied to open a current account with Smile back in, ooh, November probably. (Decided to leave First Direct because we like Smile's ethical stance.)

However, on our online application I accidentally put my DOB in OH's space and vice versa. Then when we had to send them our passports for ID they picked this up and our account got referred to the fraud team. Good start! They then told us the application had been scrapped an we'd have to apply again.

We did so, including sending them three months bank statements and other ID, but they tied these up with the original application and told us we couldn't have the account due to credit reasons (that's the craziest thing I ever heard, bearing in mind we're only six months from paying off our mortgage and are the best customers ever...).

We must have since phoned them at least half a dozen times, and each time we're told they'll look into it and they guarantee us a reply, usually by the end of the day. They've still not replied.

To be honest, I'd give it all up as a bad job, but we're worried that the failed applications will reflect on our credit history, which up until now was spotless.

Anyone got any advice? Is it worth persisting with them when they don't seem to want out business?



Thanks in advance guys!

1jim

Have you tried writing to them rather than contacting them by phone?

address
If you’ve a complaint you can write to us at the address below:

smile complaints team
PO Box 600
Delf House
Skelmersdale
Lancashire
WN8 6GF

I would outline what you have said above and that you are concerned about your credit score/history because of this error, hopefully you will get somewhere with this, I have always found smile to be very good

good luck
jim

SaverSarah_2

That's not a bad idea, thanks. Don't know why I didn't think of it, I've become so accustomed to sorting things out on the phone!

Thanks Jim

1jim

no worries, the phones ok to try and sort out a complaint but I often find that you get passed around and cant find anyone to deal with the problem, if you write it gets passed to someone who can deal with it and is a lot less frustrating for you as well ;-)
good look with it
jim

techno_geek

Get a copy of your credit report if you're worried it's reflecting badly on you!

Personally I haven't had any problems with Smile in the past... if you can get this sorted, they're normally excellent!

realaledrinker

Might get an even faster response from:

David Anderson
CEO
The Co-operative Bank
1 Balloon Street
Manchester
M60 4EP