Unable to open SmartSave 1 yr Fix.

discountcrazy

Note of caution: Got halfway through the online application when it came up with ‘ Internal Server error’ message and froze. Contacted them yesterday and just had email from their Customer Service Team advising that as they are unable to confirm my identity, using their existing electronic tools, they can’t offer me an account.: I’ve lived at the same address for over 20 years...verified by the electoral role and am rather concerned at their response. Have offered copy of passport and driving licence so await their response. Why isn’t anything easy and straightforward anymore(!). All this for 2% however it’s just the principal of it for me! Your thoughts?

webjaved

Have you tried the online application again?

discountcrazy

Yes...it just freezes on me each time!

colsten

I could sign up without a problem. Are you using the exact name and address that is used on your credit files? The slightest difference means they can't find you.

Dogma_Dave

I tried to open a SmartSave 1 year bond this morning, and was declined after inputting only my name, address, previous address, NI number/tax status, and contact details, i.e. before I input any current account details. The lady on live chat could only say that they carry out electronic checks and apologised that I had failed on this occasion.

I successfully opened a PCF Bank account, a Marcus account and a Coventry BS ISA online last week with no issues whatsoever.

First time in 53 years I have been refused a product, so I'm a bit confused to be honest...

Dogma_Dave

Update - I received this email out of the blue yesterday afternoon from SmartSave.

Whilst I very much appreciate them getting in contact to offer their apologies, I am still no further forward in understanding why I was rejected...

"Dear xxx

I’d like to apologise for the trouble you experienced with our online application process.

I can see that you’ve expressed your concern on moneysavingexpert.com and I’d like to explain a bit more about why you weren’t able to continue with the application which will hopefully add a bit more clarity.

As an online bank, it’s important that we’re able to verify our customers’ identity using the electronic verification tools available to us. These tools are quite modern but unfortunately don’t access all historical data.

During our beta phase, we’re listening to customer feedback and working hard to fix any issues. We're already working on a solution to allow us to verify more customers, which we're hoping will be live soon.

Once again, I'm sorry that we weren't able to help you further. If you’d like to talk about this more with us, please don’t hesitate to get back in touch."

vjsuk

I posted this on another thread, and someone alerted me to this one, so am posting here as it is more relevant

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I always check here for the best savings interest rates.
The best 1year savings account today (20.03.19)was with a new bank called Smartsave.
I clicked the link and filled in their online application form, but on completion I get an error message "We can't set up your savings account right now"
This is very odd as I have had loads of accounts with various banks, and have seven at this moment, all because of being in the top interest payers here on moneysavingexpert.
I did email smartsave and got a reply in part saying "we are in a test phase at the moment and some of our checks are a little sensitive"
They must be overly sensitive as I have an excellent credit rating and lived at the same address for just under 30 years. And as I say have never ever had any application refused in the past.
Is anyone else having a problem? And if this is a problem with several people, maybe they shouldn't show up on the top interest rate table.

Former_MSE_Tine

Hi, the company has asked for a right of reply. MSE doesn't endorse anything a company says on the Forum:

"Hi Dogma Dave,

We've initially kept things streamlined to keep our costs low, which is why we can offer the very best rates, but we're listening to all feedback and reviewing additional features that will help us verify more customers online. Once again, we're very sorry that we couldn't help you with a savings account right now.

SmartSave"

chickens123

Tried to open Smartsave 1 yr fix twice today. Got message "We can't set up your savings account right now. We're sorry we can't help you reach your savings goals today. Need to verify your information electronically."
Didn't bother to waste more time complaining. Just to make you aware should you try to apply. I have good credit history so no reason to be declined. I thought 2.1% seemed to good to be true.

colsten

chickens123 wrote: »

I thought 2.1% seemed to good to be true.

It is, and they are not offering it. It's 2.01%.

Did you use 100% the same spelling of your name and address as the credit agencies hold for you?

Ironkey

Tried today and same thing happened to me. Checked with Equifax and they have my address correct. Smartsave lookup misses out a line and there is no way to add it manually on their application form. And worse, there is no way that they can add it either. For a bank, it's a shambles. Metro, no problem at all. They don't evern seem that concerned that their turning away customers for no good reason as according to the OP, they've been aware since at least March.