I am a longstanding customer but close to closing my account. Their Fraud Dept are out of control - self serving and devoid of any commonsense. They are completely inflexible. For some reason they hav... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
Smile have blocked transactions multiple times without reason and without notification causing stress and lost time sorting out with fraud. The last customer service agent was so arrogant I had to han... Zobacz więcej
Reakcja na opinię
If there was a lower rating than 1 star, I would give it. We have also been with smile since the beginning, and are also moving bank. Yet another trip abroad where Smile just shuts down my access to t... Zobacz więcej
Reakcja na opinię
I have been with the coop then the online Smile bank since 1999. As improvements have been rolled out, the online banking has become great. App works fine with instant recognition of your purchases... Zobacz więcej
Reakcja na opinię
Informacje dotyczące firmy
Informacje przekazane przez różne źródła zewnętrzne
Hello. We're smile. We launched as the UK’s first full-service internet bank back in 1999, with the purpose of making banking accessible, direct and fuss-free. We may look a little different now, but we remain dedicated to the ideas we were founded on. And, as we are one with The Co‑operative Bank, we share their strong ethical stance. Its Ethical Policy is customer-led and, therefore, so is smile’s. Digital-only banking. No queues, no hassle, no jargon, no nonsense.
Dane kontaktowe
Zjednoczone Królestwo
- smile.co.uk
1,6
Bardzo słaba
914 recenzji
W ostatnim czasie nie zapraszano do recenzowania
Ta firma nie zapraszała ostatnio swoich klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
W Trustpilot przywiązujemy wagę do treści tworzonych przez ludzi. Firma może jednak dodatkowo korzystać z naszego narzędzia wspomaganego przez sztuczną inteligencję, które pomaga w przygotowywaniu odpowiedzi.
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Nothing to smile about believe me.
22 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Mr Russell J, I'm really sorry to hear of your experience with us.
I've requested your contact information via Trustpilot. If you'd like to reply, I can request a call back for you.
Alternatively, you can message us on Facebook (https://www.facebook.com/thecoperativebank) or Twitter (https://twitter.com/CooperativeBank). Please quote Trustpilot in your message, so we can link it back to this review. - Emma
Call centre issue resolved
I recently posted a review regarding extremely excessive wait times during multiple 'failed' attempts to speak with Smile's call centre. To be fair to Smile, I received a reply asking for more details quite quickly, and after submitting this info I was called within a reasonable timeframe to resolve matters. As a consequence, I have updated this review and upgraded my star rating to 4 from 2. I can't give 5 due to the orginal issue being far from ideal, but as my complaint has been thoroughly dealt with and a sincere apology received, it is only fair that credit is given where it is due!
18 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Andrew, I'm sorry to hear of your experience trying to contact us. We are working hard to improve our wait times.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
They listen to feedback and communicate in person!
Have been with Smile since 2000 as wanted an ethical bank and online suited as am disabled. Their customer service was great and agents very friendly.
Yesterday out of blue needed to send money abroad.. Disappointed to find that international transfer could only be done by phone now! Customer service agent was not very friendly and seemedca little out of his depth.
Once I started to give details he was unable to find a country called Senegal or currency used there! Numerous times I told him it was in w. Africa and he kept saying, is that South Africa?
I also gave him the name of currency used there (Cfa) but it took him several minutes to find it and offered me Burkino Faso and Sierra Leone! Every word had to be spelt out as foreign address... In the end I got so frustrated, after having waited 15 mins to get through as well, I terminated the call. I decided to transfer money to my building society and make the international transfer from there. All completed online in 20 mins with no issues. Great follow up and email confirmation.
However following my critical feedback I was contacted by a more senior agent who explained that the international transfer was by phone only due to excessive fraud and that it would be possible to transfer online again soon. He was very helpful and will look into more training for the agents.
Really pleased with the outcome of my complaint and am still real supporter of Smile for their strict ethical policies and the fact that their call centres are based in the UK.
18 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi KM,
I'm really sorry to hear of your experience in sending money abroad. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
Most payments with a debit or credit…
I have been a customer for almost 25 years, and service now seems to be at the worst level in all of that time. Anything more than a nominal payment with a debit or credit card to a new or occasional payee is stopped, due to overly cautious fraud prevention controls. There are very long delays when calling customer service (an hour or more is common), and menus are unduly cumbersome to get to a call handler. However, I have found call handlers are helpful and polite if you have the time and patience to wait for someone to become available. Responses from online messaging normally take days, rather than hours. App and online banking are both unreliable, with frequent and long-lasting outages, and no proper indication of timescale for availability. What were once class-leading interfaces were overtaken by competitors some time ago.
8 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Jonathan, I'm really sorry to hear of your experience with us.
I would like to discuss this in more details with you. I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Website seems to be not available…
Website seems to be not available today. Nothing on twitter or elsewhere. Presumably there are no customers left to notice?
14 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi Tom.
Thanks for your message, I'm sorry you had trouble logging into your account. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
Less PR talk and more improvement please!
Glad my accounts are nearly closed but they even messed that up! Has to tell them same instructions three times to get my accounts closed. Gone to Monzo and it’s like a breath of fresh air! Got tired with the ongoing issues of blocking my credit card due to ‘fraud’ - I travel extensively and they didn’t seem to like that! With Monzo you just authorise stuff through their app, easy peasy.
Smile, please don’t bother with the crappy PR type response to reviews. DO SOMETHING ABOUT YOUR SYSTEMS!!!! Your app is out of the ark!
14 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi Diana,
I'm really sorry to hear of your experience you've had with us. This is not the customer service we would expect you to receive. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
Been a customer for 20 years and they…
Been a customer for 20 years and they have all of a sudden stopped me from transferring any money out of my account to anywhere, they have blocked my credit card transactions and I have never had any bad credit with them ever.
This has got to be literally the worst customer service I have every received in my life.
12 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Rob, I'm sorry to hear of your experience with us.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Smile used to be good.
Smile used to be good, even great back in 2000.
Now they block existing / reused transactions too. I spent 5 to 6hrs over 4 days trying to get legitimate payments released.
This includes payments which which were authorised by SMS, but were then still blocked.
On my last call, I was told the wait time was 15 minutes. But I had to wait over 1 hour!
Terrible customer experience.
11 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi, I'm sorry to hear about the experience you've had and I'm sorry for the inconvenience caused.
If you'd like to discuss this further, please respond to the request for your contact information via trustpilot. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards - Cathie
Get out! This bank continues to waste my time…
This bank continues to waste my time with account blockages which occur even when I try to make transfers to known transfer recipients. This is in large contrast to modern banks with more sophisticated security software/checks. It is so systematic that I assume that the hedge fund that owns this bank has not invested in modern checks. Or even more worryingly that they have might have liquidity issues. I have moved bank and I cannot tell you how much of a relief it is.
8 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi, I'm sorry to hear you were unhappy with our service and as a result, have moved your banking to another provider. We value customer feedback and I'll ensure your comments are passed to our development team.
If you'd like to discuss this further, please respond to the request for your contact information via trustpilot. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards – Sammie
time to leave - life's too short
Had enough! Tried to send a faster payment 2 days ago. It just sits on hold, "Status: Unknown". I sent secure messages asking for update - no response. Spent 65 minutes to get through on phone today. Passed to fraud dept. 20 mins of rude questioning "why was this money paid into your account?" etc. Then line drops. Lines closed at 6pm today. So now I can a) wait until Monday, take time out of work to wait 60 minutes to get through? b) hope that someone replies to my secure messages "within 5 business days" c) hope that like other banks, I might just get a SMS saying you need to contact us (not likely). I see "According to the bank's 2019 accounts, the holding company is owned by hedge funds and other asset management companies" - it shows - they're just squeezing everything. No attempt at customer service.
8 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi Edward, I'm sorry to hear your payment has been held by our fraud team for additional checks and that your call disconnected after a long wait. Our lines are open over the weekend and we aim to reply to secure messages within 48 hours, but in order to help you sooner, I've sent you a request through Trustpilot for your contact information. Please respond to this request so we can call you back. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards – Sammie
Collapse of service
Been with Smile since 2004 but their service is collapsing. Cards never work online because they always falsely flag for fraud. Two days ago they duplicated my credit card bill payment, and flagged both the genuine payment and the dupe for fraud, but didn't tell me for 24 hours and ignored my messages. I called, but was told there was a 60 minute wait time!
Even their 159 people hung up on me twice before I got through to the one person there who knew what he was doing.
With my backup challenger bank it takes less than 5 minutes to be web chatting to a similarly competent person. Smile say they don't read messages for 5 DAYS!
I certainly don't recommend opening a new account with Smile. However I myself will be allowing them one final chance to be better.
UPDATE: After some confusion, some of which wasn't their fault, they did address this issue, so I'm adding an extra star for engagement.
6 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi Jehan, I'm really sorry to hear about the number of issues you've experienced and I'd like to reassure you, this isn't the level of service we aim for. I've sent you a request through Trustpilot for your contact information. Please respond to this request so that we can look in to this for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review. Kind regards – Sammie
No longer the pioneers of the internet banking world.
After nearly 25 years of loyalty to Smile I have now switched banks.When I first joined they were pioneers in the internet banking world and led the way with innovative banking which was a joy to use.The last couple of years through covid times saw a reduction in staffing levels and banking hours and online chat was scrapped so the only alternative to get help is an hour long wait on the phone listening to dreary music.When I was locked out of my online account with no way of viewing it through no fault of my own I had to wait for IT dept to fix it..took 7 days.That was the last straw that and having to speak to the fraud dept when genuine transactions get blocked..security gone daft it seems.Life is too short to spend it on the phone to Smile every week.My new bank works brilliantly just like Smile used to.
20 lutego 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi John, thanks for replying to our request. I'll ensure we reach out to you to help further. Thanks - Claire.
Leaving after 20 years was good at…
Leaving after 20 years was good at first now a shambles took 48 hours to send a fast payment and cost me £40 and nearly left me with no travel money
Just started leaving process and could not have cared less
4 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi Ann,
I'm really sorry to hear this. We would of course like to try and help resolve this so you can stay with us. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
With held 2 payments without alerting…
With held 2 payments without alerting us. Almost impossible to make contact with them. A hour later and random questions and 7 hours later payments not released and new vehicle not collected from dealer and day off wasted. Account will be closed today once payment clears. The worst and least effective bank we have had. Nothing to smile about here!
Additional information provided as requested, bar account number.
4 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Nicki, I'm sorry to hear of your experience. This is not the service we would expect you to receive.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
This bank is the worse
This bank is the worse! Been on hold an hour and 20 mins already and still in a queue. No other way of doing anything or talking to anyone as they don’t reply to messages for ages.
Tried to make a payment for a holiday and they blocked it, even with secure extra information. They make everything hard work! I am closing my account asap, I do not have time to waste trying to sort out problems caused by them.
1 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Claire, I'm really sorry you feel this way. We are working hard to improve our wait times and appreciate your patience whilst we do this.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
35 minutes on hold to Customer…
35 minutes on hold to Customer Services!!! And still no connection to an adviser. No LiveChat facility either. Abysmal
1 marca 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Matt, I'm really sorry to hear of your experience with us.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
The Smile Credit card is barely useable…
The Smile Credit card is barely useable for online transactions. My credit card locks on a weekly basis for reasons that defy logic. I have updated my secured by Visa password and ensured my details are accurate but the card fails to work.
This means I must endure painful, costly 30 minute phone calls to unblock my card!
I am now closing my Smile account.
28 lutego 2024
Opinia niezależna
Odpowiedź od Smile UK
Hi Owen,
I'm really sorry to hear of your experience in trying to make payments with your credit card. I'd like to contact you and discuss this further.
I've requested this through Trustpilot, if you could please respond I will arrange a call back for you. Alternatively you can also send us a message on Facebook (https://www.facebook.com/thecooperativebank) or Twitter (https://twitter.com/CooperativeBank). Just quote 'Trustpilot' in your message and we will be able to link it back to this review.
Kind regards - Claire.
Painful
Painful. Smile used to be easy to contact by phone. Not so anymore.
27 lutego 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Jan, I'm sorry to hear of your experience with us. This is not the experience we want our customers to have.
If you'd like to discuss this in more detail please message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Updated App Not Opening
The App on my phone tonight told me I had to update it. I did. Only for the updated App refusing to open. I now cannot access my account on my phone. What is going on...
22 lutego 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello David, I'm really sorry to hear of the issues you're having.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Clueless and sorely lagging behind everyone else
This is taking from your own blurb... "We launched as the UK’s first full-service internet bank back in 1999, with the purpose of making banking accessible, direct and fuss-free." Sadly you have pretty much stayed in the 90's ever since and still have a horribly archaic system, poor user experience and overall poor account features and benefits. The world has moved on with man new challenger banks, but unfortunately you haven't. Also, please note, when I call and you say its a 15 minute wait and then it takes you 48 mins to answer that is extremely poor customer service! I work in financial services and if I made my customers wait 48mins to speak to a human being then I would be out of business. In the process of switching all my accounts to a new provider, which unfortunately is proving rather difficult with Smile as always!
14 lutego 2024
Opinia niezależna
Odpowiedź od Smile UK
Hello Mark, I'm really sorry to hear of your experience. We appreciate your feedback regarding the services we provide and I will be sure to pass this on.
I'd like to discuss this further with you along with the difficulties you're having trying to switch your account.
I've requested further information via Trustpilot if you could reply to this request I will pass your information on for a call back to discuss this further.
Alternatively you can message on Facebook (https://www.facebook.com/thecoperativebank or Twitter (https://twitter.com/CooperativeBank) Just quote Trustpilot in your message and we will be able to link this back to your review. Thanks - Emma
Doświadczenie Trustpilot
Każdy może napisać recenzję na Trustpilot. Osoby, które wystawiają opinie, mają prawo do ich edytowania lub usuwania w dowolnym momencie. Będą one wyświetlane, dopóki aktywne jest konto.
Wykorzystujemy wiedzę odpowiednio wykwalifikowanych pracowników oraz sprytną technologię, aby chronić naszą platformę. Dowiedz się, jak zwalczamy fałszywe recenzje.
Dowiedz się więcej o procesie recenzji Trustpilot.
Weryfikacja może pomóc zapewnić, że recenzje, które czytasz na Trustpilot są napisane przez prawdziwych ludzi.
Oferowanie zachęt w zamian za pisanie recenzji lub wysyłanie próśb o ich wystawienie w sposób selektywny może wpłynąć na TrustScore, co jest sprzeczne z naszymi wytycznymi.