Smile Bank- No smiles here!!!

Bosie

I'm writing this because of what has happened with my husband and Smile Bank! He got on to check his account and noticed a BT DD had gone out 3 times:mad: Not once but 3 times, same amount each time. he rang Smile to be told oh yes there is an error,we'll get it sorted.
He logged on again, still not sorted, to find a rather curt secure message from Smile. The message had come from Debt Management Team, sorry Smile it's your fault.

Anyway, he's just checked his account again, they have refunded 2 DD's for BT, but have put a bank charge of £30 on his account. By the way Smile call it a commission charge. We are fuming, this happened to me when I had a Co-Op Cashminder account, I cancelled 2 standing orders, a few days later they sent me a letter. It said they were going to charge me £19.50 twice for not being able to send out the standing order.
I phoned and they could see it was their fault and they gave me £15 compensation. I cancelled the account after that.
I don't like Co-op's (Smile) internet banking as it's never up to date. Sorry to ramble on, just so annoyed,he's phoning them again later today to get it sorted.
Aren't banks a law unto themselves
Thanks for listening.

claire1847

Hey Bosie, really sorry to hear your trials and tribulations with Smile. I had just popped on to say that I have been having really good service from them and wanted to recommend them!
I joined up with them about 2 years ago, and aside from a bit of a !!!! up by the post office which resulted in a cheque not getting to my account for a silly amount of time - 10 days !! all has been fine.

On the cheque thing - it was for quite a big amount in my modest terms and I then got the cheque cancelled and a wire transfer done of the money - Smile refunded all charges immediately and were very apologetic. Inconvenient sure but dealt with very quickly and without quibble.

What actually prompted me to post today about them was I got a call on Tuesday from Smile fraud debt to verify a few transactions on my visa that they thought were a bit weird for my usual habits - and yes my card was being used by someone else clearly! they cancelled it immediately having asked if I needed to draw any money first, then called back 2 hours later as I had requested to go through the transactions on my account when I got home, then put a note on the account to make sure any overdraft charges were taken off, and I received my replacement card today.

So far so good. I complain a lot about bad service and have decided to post about good stuff too!

Best of luck Bosie with getting your charges back, I am really sad to hear you're having a :mad: time with them. I had a LOT of :mad: with Natwest (£3k back from them!!!) and Lloyds in the past. I now also use Alliance and Leicester (another Martin rec!) and they have been great to date as well, inc v helpful customer service telephone folks.

x Claire

Bosie

Thanks Claire
well hubby has checked his secure messages and nothing yet, they did admit it was the bank's error. Up to now there has been no problems with them. My hubby has been with them almost 5 years, I sometimes wish they had a branch to go into:rolleyes:

Bosie x