Zopa Smart Saver

intalex

Am I the only one finding Zopa's service being down early morning for the last 2 days? Yesterday it started working just after 8am just as I was about to try use the app to chat to their agents. This morning, my account and balances have disappeared (at around 6:30am), and the app appearing to allow me to apply for products. Hopefully will re-appear soon like it did yesterday, but just wondering if anyone else has experienced this.

wiseonesomeofthetime

Nope all fine on my Android app.

Apart from I cannot get the Instant Transfer to work, to draw funds from my Santander account. Just keeps saying an issue at their (Zopa) end.

intalex

wiseonesomeofthetime said:

Nope all fine on my Android app.

Apart from I cannot get the Instant Transfer to work, to draw funds from my Santander account. Just keeps saying an issue at their (Zopa) end.

I'm on an iPhone... maybe their overnight batch processes are dragging into daylight...

intalex

intalex said:

wiseonesomeofthetime said:

Nope all fine on my Android app.

Apart from I cannot get the Instant Transfer to work, to draw funds from my Santander account. Just keeps saying an issue at their (Zopa) end.

I'm on an iPhone... maybe their overnight batch processes are dragging into daylight...

Yet again started working from 8am, but this time I asked their agent why this happens. Obvious response was to reinstall the app, which makes little sense given that it has literally snapped into action at 8am for 2 days now (not tried prior to these 2 days). Left feeling a bit nervous about this, so have withdrawn the instant access pot as I can't rely on sporadic access and even worse, lack of knowledge amongst their staff as to why.

Daliah

wiseonesomeofthetime said:

Nope all fine on my Android app.

Apart from I cannot get the Instant Transfer to work, to draw funds from my Santander account. Just keeps saying an issue at their (Zopa) end.

Only problem I had with pulling in money from Santander (with iPhone) is that Santander blocked my account, and it took me half an hour on the phone with their Security department to get the block removed. The amount was just over £7K. I dread the thought of using them again for Zopa, so I am routing my money via Starling now. X fingers, no block yet from Starling (famous last words).

intalex

They've just replied saying access to the app from outside the UK (I'm on travels) being unavailable between 10pm and 8am... not sure if they've published this anywhere, but worth noting if anyone plans to travel...

steveksullivan

You may remember @Daliah we had a conversation a couple of weeks ago on this very topic ....Santander blocking payments then freezing online banking..... and my issues with their time taken to answer phones. I also had a woman from their fraud department asking what I considered 'personal' questions about my 'habits' of regularly moving any positive current account balance to an interest bearing instant access account !!! 'was it worth it?' none of her business, and nothing to do with fraud checks. -  I explained that I understood the need for fraud checks and sometimes blocking accounts if suspected.... but that the time taken to answer the phone to resolve any issue was unacceptable and they couldnt keep blaming coronavirus causing low staffing levels for ever - the courts have now ruled against some airlines for exactly this, 'saying it should now be business as usual'.

I think you said I had no chance with my request for some compensation .....

I got £60 .....

CheekyMikey

Daliah said:

wiseonesomeofthetime said:

Nope all fine on my Android app.

Apart from I cannot get the Instant Transfer to work, to draw funds from my Santander account. Just keeps saying an issue at their (Zopa) end.

Only problem I had with pulling in money from Santander (with iPhone) is that Santander blocked my account, and it took me half an hour on the phone with their Security department to get the block removed. The amount was just over £7K. I dread the thought of using them again for Zopa, so I am routing my money via Starling now. X fingers, no block yet from Starling (famous last words).

You shouldn’t have any further problems with Santander once they’ve done that initial check with you to confirm the Zopa account is valid. Had the same issue two days ago when I set up a Zopa account for my wife, moved £25k out of Chase to Santander and then tried to move it on to Zopa. Got blocked and got the automatic phone call…went through the rigmarole of security questions and trying to remember recent payments into and out of my account but eventually they believed me that it was a genuine transaction to a bonafide account. I did point out to them that it was pretty obvious that I was just transferring on the transfer in from Chase and asked why I’d never had any of my multitude of fairly recent £25k transfers to various savings accounts questioned, but no real answer. Anyway, they said I’d have no further issues transferring more money to the now verified Zopa account and indeed today I’ve done another £20k with no problem.

steveksullivan

@CheekyMikey it would be nice to think so.... but see my post two above........

The recipient account in question was my Chase instant access ....into which I have made literally HUNDREDS of payments .... some in the 10s of Ks ....with no problem....until this one.

callum9999

intalex said:

intalex said:

wiseonesomeofthetime said:

Nope all fine on my Android app.

Apart from I cannot get the Instant Transfer to work, to draw funds from my Santander account. Just keeps saying an issue at their (Zopa) end.

I'm on an iPhone... maybe their overnight batch processes are dragging into daylight...

Yet again started working from 8am, but this time I asked their agent why this happens. Obvious response was to reinstall the app, which makes little sense given that it has literally snapped into action at 8am for 2 days now (not tried prior to these 2 days). Left feeling a bit nervous about this, so have withdrawn the instant access pot as I can't rely on sporadic access and even worse, lack of knowledge amongst their staff as to why.

Front line customer support have always had a lack of knowledge about how the products they're supporting work, and anecdotally it's gotten far worse over the last decade. I regularly have to coach staff through the most basic aspects of their own products (most recently teaching Halifax staff that the Clarity card does not have cash withdrawal fees). Presumably it's a combination of a lack of training and, in this "post-truth" era, the general public who no longer bother to look up things they don't understand and instead rely on what they "reckon" the answer would be.

I know when I was in a similar job in the past I'd always be looking things up to answer these questions, now I either get an answer that is obviously wrong (along with the "how dare you challenge me" mentality) or "I dunno" with no effort to find it out. 

Anyway... That rant was a long winded way of saying that presumably the tech people inside Zopa know about this and it just hasn't been communicated to the agents.