Trouble opening Zopa account

JoeyMudflats

Zopa won't let me open an account - because I already have one!

Many years ago I had a Zopa account, finished with it, thought it was closed. Now I want to open an ISA with Zopa. Went to register for an account, Zopa said I appear to already have an account, please log in, if you don't remember the password click 'forgotten password' and we'll send you a password reset link by e-mail. Clicked 'forgotten password', entered my e-mail address for the link, never received the e-mail. Tried again. Still no joy. Tried Zopa's chat, they advised I would have to send a copy of my passport to their document support team, did that, got a reply:

---------------------

Thanks for getting in touch. Before I can help, we just need to run through security. Could you reply to this email with your:

 

• email address

I look forward to hearing back from you.

---------------------

Unbelievable - they sent me an e-mail to ask for my e-mail address!

I've since sent them my e-mail address - and the two old obsolete e-mail addresses I once used in case they have those on file. Haven't heard back.

Is this experience common? Should I persevere since Zopa seems to be recommended here and by Which? Has anyone else had similar trouble and was the issue resolved?

Thanks for reading!

gravel_2

I doubt it's a common issue - most people would simply log in to their existing accounts.

I have a Zopa account. I remember nothing about the sign up process which indicates it was pretty faultless.

JoeyMudflats

Update: After a week I hadn't heard back from Zopa. Phoned them. Operative updated my e-mail address on their records and announced all would be well. I logged in and changed the password. Message said my account was suspended. Zopa e-mailed, said the passport image I sent was no good. Sent it again although there was really nothing wrong with the first one I sent. They e-mailed again, wanting full set of security questions answered. Sent reply. They e-mailed, my account is un-suspended and I should be able to log in. Logged in, the site wanted me to set up 2 factor authentication. Did that. Had to re-login, message said a code has been sent to my phone. Haven't received the code! Why am I bothering to persevere? There are other banks with good interest rates.

mikb

JoeyMudflats said:

Why am I bothering to persevere? There are other banks with good interest rates.

A good rule I've discovered. If you're trying to give a company your money, and they put up too many roadblocks, then take the hint

Shop elsewhere. Bank elsewhere. It saves you putting in lots of effort that THEY won't appreciate, and will only open you up to more bad service further down the line.

JoeyMudflats

mikb said:

 If you're trying to give a company your money, and they put up too many roadblocks, then take the hint

I'm taking the hint. I finally got through the tortuous process of reactivating my account. Now I find I can only open the savings account I'm interested using the mobile app, not the website from a PC. The 2 factor authorisation I was encouraged to set up now says it's sending my phone a code that I need to type in. But when I'm logging in from the app I never get the code, so can't log in. Logging in from a laptop browser works but I can't open the savings account!

It beggars belief.