Metro Bank tops latest official bank service league table - MSE News

Metrobank can't run a proper credit card account for toffee.

It took years before they offered a direct debit payment method via a third party bank.

Recently I wanted to change the DD from in full monthly payment to paying the minimum for a couple of months and they couldn't do it over the phone. You must come into a branch they said. I hadn't time to drop everything to do that so I cancelled the direct debit and have paid manually each month ever since, despite calling to ask to reinstate the in full DD (no can do over the phone) AND making a branch visit.

When I was in town I went to the main branch and explained why I was there and found it was in 2019 like talking to a row of school-kids who might have been given the chance to run the banking hall on work experience while the grown ups hide in huddles near the lifts to the offices upstairs. It was way better when I opened the accounts many years ago. The banking hall staff in the very same banking hall (it was their first branch and still is their main branch I believe?) were comparable with the big banks - they had in many cases switched horses to get there.

But in 2019, my experience was rather different. No less than two counter staff working together had any clue what I was asking them to do and went away to ask. I still don't know if they appreciate that Metrobank issues credit cards!

I think the founders started the bank with some current account software they'd picked up from somewhere, and issued the credit card on the same system. I say this because from their very beginning their online banking shows such an account as a credit card account in name only, and if you want to view a statement it refers to it not by name but by sort code and account number and you pick the account from a drop down box that has current accounts in it also.

Anyway, to continue with the story I started, at the point they returned and told me I would have to wait for a manager to do it I asked how long and got told an hour because as I could see, the bank is busy.

I left them to it, told them not to forget to record my dissatisfaction for FCA purposes at least, and planned then to get on with my day. But oh no, I needed to wait for a manager to hear my complaint because they don't do that at the counter.

I corrected them and told them they'd bloody well better as they were FCA obliged to do so as the customer-facing banking staff that they are.

The only reason I suffer their inadequate ways is because for the moment their credit card still has no fee or additional commission for European transactions - although something tells me their definition of Europe isn't the same as Nationwide for example? Do they charge for Turkey? It's two or three years since I was there and vaguely recall being annoyed by one or the other. Anyone know for sure?