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Comments
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To balance this post, I have never had a single issue with Cahoot/Santander & I have opened dozens of accounts with Cahoot.
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As well as that, on the occasions that I have phoned them the calls have been answered quickly and their operatives have always been very efficient, friendly and helpful. I'm very impressed with Cahoot.
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The wfh Customer Service rep ended our call by saying she would raise the matter with her superior and get someone to call me back. It's now 4.33pm. I don't expect another call.
I've had two more emails. Another one requesting ID for my wife. I uploaded her passport for the 3rd time. Back came another email saying it doesn't carry her full names. It is her passport. The names match the bank statement we provided for our address because obviously that was the ID we supplied when opening the account.
I'm not going to pursue this any further as there are other easier opportunies available.
I know some people are dismissive of TrustPilot because obviously people are more likely to complain than praise but it's a useful way of seeing if the complaints are of a repetitive nature. They are for Cahoot. And poor customer service is a frequent theme.
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I attempted to call them yesterday. I was on hold for 35 minutes before I put the 'phone down. I give every institution I deal with one chance to make a mistake and then see how they sort it. Trying to speak to a not very bright customer service rep dealing with her child at home is not good enough for me.
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Cahoot account open! Only took about 1 day, and they provided an email with application reference number from the start!
Compare that with nightmare First Direct and Oxbury - both rejected.
Tesco - waiting for ages, no updates, no communications of any kind!
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First Active: I applied 9 days ago, got the "hold tight" email after 3 days but nothing since (admittedly with a Bank holiday in the middle) so they seem pretty overwhelmed & I wouldn't bother if you're in a hurry. (I already have Saga with them, and only recently closed a NatWest credit card, but that doesn't seem to matter re. ID)
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Stupid question but why does your wife's passport not have her full names on it? Is this a Spanish thing with multiple surnames?
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Funnily enough I was just coming on to update the story and you have highlighted the cause.
As I expected customer service never rang back yesterday with an answer so I tried again today. Another 25 minute 'phone call when the answer was found - my application included both my wife's middle names and the passport only has one. No they couldn't alter my application or refer it to anyone ( wfh ) so a complete new application is needed.
The fact it has taken 15 emails, five days and more than an hour on the 'phone to establish the cause of the problem really doesn't fill me with confidence in Cahoot so we've gone with SAGA instead.
Thanks to everyone for comments and suggestions.
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Admire your fortitude, I would have given up days ago.
But I also wouldn't have put "extra" names on an application form unless those names also appeared on my "official" ID. Extra (or missing) second/third names on a bank statement are not going to matter overmuch, they often only show initials + surname.
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@soulsaver @Bridlington1 - looks as though Tesco Internet Saver 4.53% has gone NLA replaced with a 4.40% (3.35% bonus for 12 months) issue.
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