So, specifically this is about a Starling experience but I reckon it’s unfair to solely target them.
Picture this - I’ve signed up, waiting for card.
Then this evening - find out I am locked out of account in app.
Open app and I am stuck in the registration loop. Emailed (as obviously no app based chat possible) and a prompt reply (minutes, nice one Starling) suggests delete app, reinstall. Ok, but no. Now says signing in with new phone, need to pair with old phone. Flaw there is it’s the same phone I registered with. iOS update only difference.
So, again, no specific dig at Starling. Stuff happens.
BUT, and here is the point. I’m all for new approaches, fresh technology, simplifying, amplifying life…but right now if I was relying on Starling I’d be nervous - will card work, is there a bigger problem etc etc. Yeah yeah I know always have a trad bank card with you - but at what point do we say that’s no longer needed?
All of the above will have zero impact on my trying Starling and existing commitment to Monzo. But it’s little moments like this that chip away at confidence levels.
Of course, trad banks do he chipping all by themselves…
Btw, still locked out of Starling app…
/// update: back into account. Great speedy customer service. I’d say speed of response and general customer service of both Monzo and Starling (albeit only one experience) are so far ahead of legacy banking.