Starling Discussion & Feedback

[anon70107404]

@anon78514915

sometimes will not respond to a comment asking for more information if the topic/question is not in their best light to respond too.

Both my wife and I had this a couple of weeks ago. It was infuriating. It felt like they were looking for reasons to fob us off. Simple question about their Black Friday offer that they refused to answer.

@anon78514915

on a spreadsheet level Starling has more boxes ticked, but on heart level its not there. Monzo have created a bank you want to be part of.

This really is what it all boils down to.

[stephenjames]

I’m planing my next phone to be android purely for this reason …

[anon23935806]

Totally agree about the Starling customer service being sub-par. I remember trying to open a Forex account at a shady broker (I was okay with eventually loosing my money - couldn’t use a reputable broker as those would only accept big deposits and I only wanted to risk like 50£) and their payment system was broken and my top-up didn’t register.

Trying to charge that back was almost the same experience as a legacy bank - the customer service rep responded saying the merchant “looked” legitimate and I should take it to them… well first I already tried, and second, just file the chargeback and let MasterCard sort out who’s right and ask for more documentation if needed.

[anon40779440]

So, I tried out Apple Pay on Starling and it didn’t work!

Used Apple Watch Series 1 with a merchant who I’ve used Apple Pay successfully with in the past. The card reader said “Cancelled” and nothing showed up in the Starling app.

A broken feature is worse than no feature.

Monzo 1 - Starling 0

[semikie (Michael)]

Have you raised this with Starling so they can assist?

[anon40779440]

Just did so, thanks for the prompt

[semikie (Michael)]

Great, it just seemed on reading about it on Monzo forum, without informing
Starling.
I hope it gets sorted

[anon40779440]

@semikie

Have you raised this with Starling so they can assist?

I was shocked at how little they cared/understood this problem:

Me:

I have a new Starling account and tried to use Apple Pay via my Apple Watch today.

Unfortunately it failed, with the card reader showing “cancelled”. Tried again and same failure

Starling:

Hi Christopher,

I can see that your card has not been activated yet.

You can do this from within the Starling app on the card screen.

After this has been done your card should be working with Apple Pay also.

If you need anything else don’t hesitate to reach out to us!

Me:

Thanks for the advice.

I’m concerned that Starling would allow customers to setup Apple Pay without warning them to wait until the physical card is activated. Seems a serious user experience failure on Starling’s part.

Do you plan to alter your mobile app to warn customers to wait until their physical card is activated before using Apple Pay?

Starling:

We have it set up so that customers can activate their card on Apple Pay before it arrives so that you can start using your Starling Account without having to wait for the physical card.

Whilst your card might be active on Apple Pay this does not affect the physical card which will remain inactive until it is activated by you on your device when you receive it.

We do this to try and make the user experience better by allowing you access to your Starling Account sooner.

I hope this alleviates any concerns, but if there is anything else please let me know.

Me:

Yes, that’s what I was hoping. That I could use my Starling account before the physical card arrives.

But I can’t! Because, as you said before I have to activate my card before using Apple Pay. And activation requires me to know the CVV on the physical card. Which I haven’t yet received.

Do you see the issue here?

[anon40728597]

I think you’re reading it wrong. It says you can activate it on the card screen before the card arrives?

[louisotto]

Starling: As we said before, Chris. Have a nice day.
— end

[anon40779440]

@anon40728597

I think you’re reading it wrong. It says you can activate it on the card screen before the card arrives?

Here’s that card screen:

There’s just one “activate” button and if you click it, you’re prompted for your CVV code - which you don’t have until you’ve received the physical card.

Aside from this, when I added the card to my Apple Wallet, I got a mobile app notification saying “your card has been added and is ready to use”

So if there was some “activate Apple Pay” button that I’m missing in the Starling app, the UX is already horribly broken.

Notice also on the security screen, my card is apparently ready for mobile wallet transactions:

[anon78514915]

That looks to be correct. Agree though the UI is not the best and I was confused at first and had to contact support for clarification. I was out using Apple Pay within minutes of opening an account on Starling. But I was using phone not the watch.

Something odd happen there. There could be many factors: Starling, Pay terminal, watch etc.

[anon40779440]

@anon78514915

I was out using Apple Pay within minutes of opening an account on Starling. But I was using phone not the watch.

How did you activate your Starling Apple Pay card? Or did it just work after adding it to your Apple wallet?

I hope Monzo produces a better Apple Pay UX than Starling’s. It won’t be hard.

[anon78514915]

I added it to the mobile wallet from either the setup or card screen (can’t remember). In security I enabled mobile wallet. Due to the poor UI I message CS who confirmed it was setup. And tested. Worked first time.

[anon40779440]

Thanks. Maybe it just doesn’t work on Apple Watch.

[anon78514915]

I would be surprise if that was the case. It should “just work”. But the problem is there is many different factors involve and we don’t know what happened in your case. It is rubbish that the first attempt failed. That would leave a doubt in anyone’s mind.

[anon25115823]

I’m still split. Starling has felt a little further ahead recently whilst monzo have been rolling out current accounts.

Apple pay integration was spot on with Starling. Miles ahead of any other bank - it just worked and instantly set up. No typing details or faffing around photographing the card like i’ve had to with every other bank.

I also love that i can access the full card details in the app with starling (card no, ex date, last 3 digits etc) all with no stared out bits - 1234 ******* 1234. So if your wallet isn’t near you then you can still order something or pay a bill etc. The security section for the card is great too - if you want to just block card withdrawals, online only etc. Also Statement access within the app, and they’ve been a bit further ahead with things like goals and apple/android pay integration etc. In credit interest (no matter how small) is pretty good too.

What i don’t like about starling is no second account, customer service is average, the ux around login and touch id (not asked for days then it wants it 15 times a day), no notifications for card authorisations, the pulse is pointless as it can be totally inaccurate if you’ve had any delayed transactions or refunds - it reports ‘what you’ve spent today’ but it could actually be ‘what you spent a week ago’ or ‘what you spent minus this random refund today’. I also think the brand is a bit too corporate and drab and like natwest decided to try a startup (whoever thought well nobody else we’ll owns purple for banking The market place might be useful in future but for me currently is pretty pointless. Also logos and maps are haphazard and its a pain to let them know about them - and when you do they aren’t that interested. Parts of the app are very clumsy - you dont use a pin or password for months then it asks for one instead of just using touch id - sometimes for really stupid stuff like changing a logo. So i keep getting locked out and its a faff to get back in because you need to do a video id check each time - despite it touch id’ing you.

I’ve used for ages but pretty much stopped since i got starling. I’ve upgraded to my monzo current account (still had the card next day which was good).

I generally prefer Monzo (though preferred the d to the z!) mainly because the notifications are always spot on which is the reason that got me using it, I can customise bits (like logon security) service is great, the forum is good, the app usually works as you expect and feel like they are much more open to listening.

The app does feel a bit unpolished in parts - account / payment sections feel inspired from iOS send an email function rather then monzo design - which have a bit more attention to detail usually (the card & how it arrives, even app update info which seems like someone really thought about things).
Payments tab needs an overhaul IMO - like menus for DD & STO instead its one line for bank transfer and then a list of my contacts just for monzo me. I actually hate that it insists on having access to my contacts just so it can push monzo me - and if you block access to contacts you cant access any payments at all. Also the list isn’t even accurate of who else has monzo.
No access to second accounts - pots does not solve this (and can you set up regular payments into a pot?) lack of apple pay, charges announced for overdrafts were more expensive then starling and current banks. Cautious about how they’ll use my data and a bit dubious about advertising in the feed.

Still just a spending account for now for me, because whilst its fantastic at the real time balance stuff - its not quite there with the whole bank requirements just yet.

Not that either wont get there though.

[anon70107404]

@anon25115823 I think I concur with pretty much all of that

[anon78514915]

A very good summary. This shows that neither bank is there yet. The journey for both is still long. But it will be great watching both banks grow and develop. Sure as early adopters it’s fun watching them grow and be part of the process and feedback constantly to each bank. But we are very much in the beta stages and there is a lot of work to go. I haven’t closed the door on either Starling or Monzo yet. At this early stage I wouldn’t rule either one out of the race. They both can be winners (the market is big). But exciting times.

[jzw95]

@anon25115823

No access to second accounts - pots does not solve this (and can you set up regular payments into a pot?)

Just out of interest, do you feel that Pots doesn’t solve the second account problem as they are now, or that they won’t, even after the features outlined in the blog post have been added?