Barclays, Co-operative and First Direct banks

picitup

Hi All

I've been running around in circles for my banking needs for some time.  I'd like to pass on my experiences as follows:

Barclays

======

When I logged on to online banking, I got a pink message telling me to update my business details to 'prevent financial crime'.  I rang the support line as requested, and they emailed me a Word document to fill in and send back via their secure Symantec server.  I filled in every section of the form and sent it off as requested.  A few days later, they send me a letter saying I had not sent the info and they may close my account.  I took this threat seriously and called the helpline again.  They sent me the same form, which I filled in again and sent off as requested.  Lo and behold, I got another letter, thanking me for the information, but they need more and to ring the helpline.

I called the helpline and no-one had any idea what the extra info was, but they simply sent me the same form for a 3rd time!  I filled this in and sent it off.  Another letter follows......

This letter was the same as the last, but giving me 10 days to respond, otherwise they would close my account.  I was pretty stressed about this as the mortgage is paid from the account and I didn't want a bad credit score.

Then I took to trustpilot and Barclay's facebook page.  The sites were awash with customers saying that Barclays had closed their small business account without warning and were keeping the funds for an extended amount of time.  There's even a facebook group called 'barclays closed my account'.

This was enough for me.  With my own experience with the messages and letters, I was off like a rat out of a tunnel, so off to the co-op.

Co-operative bank

=============

The switch from my business and personal accounts was pretty seemless.  As promised, the direct debits were copied over and have been paid on time  However.....

There was a bug in the personal account application process on the web site.  The 'middle names' text box would only allow 1 name and I have two.  Little did I know this was sign of things to come.

I got my online account details and logged in for the first time, but couldn't see my personal account.  I rang the helpline and was told that there is no method for you to see your business and personal account on the same screen.  You have to apply for another online account to access your personal account.  I find this inconvenient.  I could see all my accounts together with barclays.

Next I need to pay someone £15.44.  I created the payee and was offered a challenge code to enter into the security key.  I did this, the details were accepted, but was then informed I had to wait 2 hours in order to use the payee!  All after verifying the details!  Real time?  Not really.

Ok so I waited the required 2 hours and made the payment.  On the Barclays Internet banking, you view your account and you can see below the last 5 or so transactions which is pretty handy, but not with the co-op.  You have to seacrh for transaction with a date range or other terms.  I did this and couldn't see the transaction.  Now I'm nervous and don't know if it's been paid.  I spoke to customer services and they told me that I could logout and back in again to refresh the transactions.  What? is this the 1960s?  so I did logout and back in again, but still no evidence of the transaction.  I spoke to CS again and they told me it would be updated on the next statement cycle or after 25 transactions were made.

By this time, I was losing confidence fast.

I left it all overnight, in case they do an overnight update, but still nothing in the morning.  I rang CS again and I was offered the keypad option of listing recent transactions.  I chose this and it listed the £15.44 as a standing order and it was a one-off payment!  A few hours later I did the transaction search again and could see the transaction - £15.44 as a standing order!  Then I checked for completed transctions and it was listed as a one-off payment which was correct.  So is this a one-off or standing order?  It seems like co-op don't know and neither do I.

While using the system I clicked the Back button on my browser and got a message to say the back button is disabled and it had logged me out!  Why not simply disable the back button?

I've tried to find out a contact for the developers to report these issues but had no luck and maybe therein is the problem.

Sorry this is a long one, but here's my summary:

Barclays

======

Excellent on-line banking. Convenient, real time and it works.

Complete paranoia over financial crime.  Probably due to being fined so many times for financial irregularities.

Whatever time of day you call, they always announce waits of 2 hours.  When you do get through, they are clueless.

Co-operative

=========

On-line banking with more holes than a string vest.  It's been written poorly and my guess is, mostly untested.

Customer service on the phone is generally pretty good and the longest wait I've had was 17 minutes.

First Direct

========

I've just started the application process, so haven't tested their online banking yet. The application process was pretty painless. I've got my debit card in a couple of days and the account was opened instantly.  I'm not a fan of using my phone with apps, but it seems to work OK.

I've called CS a couple of times and both times the wait was less than 1 minute.  Fingers crossed!

Once again, sorry this is a long one.  Hope you didn't fall asleep :-)

Nebulous2

Haven't used any of these first two, and I'm a very recent switcher to First Direct, but I wouldn't build my hopes up too much. If they are anything like their parent HSBC they will be clunky, fussy and slow. 

Santander has overdone the security stuff recently, but they have been reliable for me, and Nationwide are fairly forgiving - middle of the road, excelling at nothing, but failing at nothing at the same time. 

WillPS

I honestly think the LBG (Lloyds, Halifax, Bank of Scotland) platform takes a lot of beating as an everyday online and app banking experience. Most other banks have more or less abandoned their online banking and put all their effort in to improving apps, although Natwest Group have given theirs some love more recently. LBG is the one (out of many) platforms I use which I'd be equally happy using either app or browser for.

pridehappy

After having personal experience with digital services from the banks, I can honestly confirm Lloyds Banking Group has been the worst. 

Aesthetically and for everyday use, the apps and internet banking provided are great and work perfectly fine. However, whenever you need any technical assistance, it is nowhere to be seen. Honestly. Contacted Lloyds now around 15 times including 2 branch visits and 2 complaints to have multiple digital issues sorted although still not one has been fixed.

first direct and HSBC’s apps suffer most of the same issue - little to no technical knowledge and even though they are more basic, have little reliability.

Santander digital services are functional and still contain most of the same features LBG does. However, their app can also sometimes malfunction and cancelling direct debits by the app doesn’t work for some reason. Never experienced technical support but overall customer service is mediocre.

Nationwide has one of the more simpler apps with less features, but the beauty of this is that it always worked and any technical problems are easily fixed. Sure, their internet banking looks outdated but it still functions properly, a little like Santander.

By far, the best app and internet banking I’ve used to date is Virgin Money which surprises me after it gets rated low by ISPOS (although Which? is in more favour). The app and internet banking is full of features and very easy to use - and when a logging in problem occurred reported it to Virgin and spoke to a technical advisor who fixed the problem for me the same day, and an update was released the next day for everyone else.