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UBL Customer Service/ Issue with passcode
crazypizza32
Posts: 1 Newbie
Hi,
I have issues with the passcode on the app of UBL. I have forgotten it and have been unable to reset it. I can still access the app through my FaceID even though I consistently get the password incorrect. UBL seemed unable to fix it and the only advice I was given (June 2025) was to get a new phone.
I have now coincidentally got a new phone and reopened a new secure dialogue chat with them highlighting this issue. Today I was called by their customer number (0121 753 6000) to supposedly help with fixing my issue.
I was asked some menial questions about which app name and which phone I had. Then I was asked to try and sign in and provide the call handler with my date of birth.
Seeing as this was a somewhat unsolicited call with minimum security at this point I was a bit wary. Then when I suggested I would be unwilling to pass this over on the phone, the call handler got very frustrated and immediately said he was going to end the call. I asked him to explain why and he kept the frustrated tone but said if I were to call back using their number online and ask for him we could re continue the conversation. The call was then ended.
On one hand I can understand that asking for help, someone taking the time to contact me, and then suggesting I didn't want to proceed is unhelpful. Especially if it sounds like I am undermining their authority or saying that I do not trust them.
On the other hand asking for personal details on a call that I have received seems risky and furthermore getting angry when I am not going to supply them doesn't fill me with confidence.
Am I just being stupidly cautious and should I just call their customer services number back? If I don't think that is correct what should I do? UBL have been historically difficult to contact.
I have issues with the passcode on the app of UBL. I have forgotten it and have been unable to reset it. I can still access the app through my FaceID even though I consistently get the password incorrect. UBL seemed unable to fix it and the only advice I was given (June 2025) was to get a new phone.
I have now coincidentally got a new phone and reopened a new secure dialogue chat with them highlighting this issue. Today I was called by their customer number (0121 753 6000) to supposedly help with fixing my issue.
I was asked some menial questions about which app name and which phone I had. Then I was asked to try and sign in and provide the call handler with my date of birth.
Seeing as this was a somewhat unsolicited call with minimum security at this point I was a bit wary. Then when I suggested I would be unwilling to pass this over on the phone, the call handler got very frustrated and immediately said he was going to end the call. I asked him to explain why and he kept the frustrated tone but said if I were to call back using their number online and ask for him we could re continue the conversation. The call was then ended.
On one hand I can understand that asking for help, someone taking the time to contact me, and then suggesting I didn't want to proceed is unhelpful. Especially if it sounds like I am undermining their authority or saying that I do not trust them.
On the other hand asking for personal details on a call that I have received seems risky and furthermore getting angry when I am not going to supply them doesn't fill me with confidence.
Am I just being stupidly cautious and should I just call their customer services number back? If I don't think that is correct what should I do? UBL have been historically difficult to contact.
0
Comments
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Surely you'd only choose not to phone them on the published number if you already had a better idea?crazypizza32 said:Am I just being stupidly cautious and should I just call their customer services number back? If I don't think that is correct what should I do?0
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