I tried to top-up my mondo account the other night; conveniently, my main bank account, blocked my card (even though i’ve made the same transaction before)
So I had no choice but to call the dreadful customer service/ fraud department to try and remove the block off my card. I was told a ‘token’ was left on my house phone voicemail (which does not help as I was at work) and would only be able to remove the block if I had the token. I kindly requested them to call my mobile number (which is also associated with my bank account) so I could retrieve the token at work. The ‘fraud specialist’ told me that the system does not work like that… and I would need access to the home phone to be able to unlock the account.
After a change in tone and through hassling this ‘specialist’ he said I could remove my house phone number via the online banking portal and that would mean the system would call the other number on my account. Fine. So I logged and done just that. I was no longer on the phone to the bank and thought I’d wait till I received the call so I can unblock my card, top up my mondo and go about my day. *note, I now had a blocked card and a mondo account with £9 on it. #Balling.
A few hours went by and still no call to my mobile. I was pretty pissed off and didn’t want to speak to them again in the evening so I thought I’d leave it for tomorrow. (which is today). So I called the fraud department number again and was greeted by microsoft anna (or whichever voice they use) and went through a series of security questions. The final one was, “please enter the security token given”…
I was given another number to call so I went ahead and called the f*cking number. Another ‘fraud specialist’ greeted me. I explained the situation, I explained why i removed the house phone number (because i was told to) and I explained that I would like to receive another call to I could get the token.
He told me that my account has now been put on the highest level of security block (whatever that means) and that there is nothing he can do. The only way to unblock the account was to go into a branch and show photo ID. …
I still have to go in branch but I thought I would share my story so we really understand how mondo is going to change an industry that is plagued by legacy systems and an even worse support system.
I was thinking to make a website where users can submit their bad experiences with banks and then sign up to mondo! or something. kind’ve like a http://www.fmylife.com/ but for bank horror stories.
On a side note, please get your banking license so I can leave the bank completely!!!