Co-op bank's obstructive and unhelpful "anti-fraud" policies

eDicky

penners324 said:

Try Starling. They do have AML filters but you get asked a series of questions in the app.

I would also suggest Starling Bank, with whom I've had accounts since they began. On the rare occasions that a payment was held up it was for a good reason, first-time foreign payee, their fraud team phoned me to clear it before I'd even noticed it not going through.

molerat

It is not going to get any better, in fact likely worse, with the banks being held more and more responsible for not stopping customers from being defrauded even though it is entirely the fault of the customer.  The only way of stopping a fraud is to hold the payment, until the customer's shoulder some of the responsibility when they answer the anti fraud questions incorrectly - like the ones that ask if you are being told how to answer the questions - these holds are going to be applied more aggressively.

jpsman

In my experience Co-op have defo got worse recently. Perhaps because their customer service has declined substantially as they've been in takeover talks for several months?

The online chat has disappeared, longer wait times for secure messages, phone calls, and their Smile brand is no longer accepting new credit card applications.

Around a year ago I moved most of my savings out with no problems whatsoever. But it's been an absolute nightmare in the last few months.

As someone else has said here, Lloyds in my experience is one of the least likely to block.

I wouldn't go to Santander as I've heard similar/worse stories of them blocking transfers!

Largs

I note that there is 3 or 4 absent from comments here today.  The same 3 or 4 that seem to love this bank and feel it can do no wrong as per switcher thread.  

Dr_Foster360

Thanks to everyone who left helpful comments or suggestions. I'm going to move my main account to another bank or building society, and additionally try Starling as a mobile app for making rapid payments, but not rely on it as my main account. I'll let you all know how it goes!

cinders59

I find the same 65 mins and holding on the phone I had a reply from a message i sent online yesterday to say they stopped a transfer to an ISA i opened with another bank even though i kept saying it was fine. my nearest branch is a 110 mile round trip as they closed my local branch. I have been with this bank for over 30 years but seriously considering moving . I sent a message via X and FB and had no reply. 

EDIT
answered eventually after 1hr 15 mins, then being transfered the call was 1hr 30mins long
I understand their concern due to fraud, but the anti fraud team told me next time to answer a call from them or a text, I told them I had received neither off them. I thought my money had gone missing and checked and checked the bank account number I had sent the money to just in case it was my fault. I had nothing off the Co-operative bank to say they had moved the funds because of possible fraud 

GeoffTF

jpsman said:

I wouldn't go to Santander as I've heard similar/worse stories of them blocking transfers!

Santander is not in this league at all in my experience. You are likely to get transfer issues with all the banks nowadays. I cannot say that Santander is particularly good in this regard, but I have not found them to be particularly bad either.

kieraowl

I reactivated my account just to contribute to this thread. I have been a Coop bank customer for 30 years yet I am going to have to leave now because the fraud system is absolutely unfit for purpose. I have to spend inordinate amounts of time chasing up payments and I feel angry that they value my custom and time so little that they put me through this. I will be going to Starling. 

I am currently on hold, with a 30 minute waiting time to speak to someone, to try to unblock a payment made to an ISA in my own bloody name. Despite having responded promptly to their text asking whether this was fraud (and why would it be when it's to a UK based account in my own name) the payment is still stuck. I just don't have the time or energy for this !!!!!!. I am done. 

kieraowl

PS the insinuation above that this happens to people because there is something dodgy about their banking or practices is straight up stupid. 

km1500

avoid Lloyds I left them for exactly the same reason
 
Also avoid Santander

Nationwide in my experience seem pretty benign