that’s not the difference in the product which is what I was asking, that’s the difference in approach
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They have responded, they did it by deleting or ignoring every comment. Kris comment whilst trying to be helpful is almost the polar opposite. It should be obvious to anyone (especially a bank) why pushing loans to people in their statement (feed or whatever means they use) is irresponsible. Sarah’s comments where essentially just fire fighting the whole perception it was there because of declined transaction.
Also as pointed out by someone over there, it’s a direct contravention of their ethic’s policy.
All Banks that offer them advertise loans but there is a time and a place for it. Lloyds do it to me, they offer it in my online banking but NEVER in my account feed.
This is a little bit of an extreme argument but valid (i think) What if they did a deal with commuter club in the market place. Then for every TFL transaction on my card they could advertise CC. Advertising in someones bank feed is Yahoo scanning email for relevant adverts (sorry I am repeating myself from previous posts). This is not Google I will not pay for my banking through adverts and selling of my personal data.
disclaimer… I copy and pasted that image from “over there” to save me going to find it and screengrab it again
other disclaimer… it’s obvious to everyone I am pissed off with Starling, but I can’t talk about on their community without being censored and deleted by Annes Army. I’m happy to not post my feedback here if it annoys people
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‘Make banking more inclusive by putting customer needs first’ - Aside from the loan debacle, how is charging £20 for a bank statement, and £60 if you lose your card abroad putting customer needs first?
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Empty marketing speak.
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The ethics statement Starling posted, which the community had to push for and took them ages to get up, is a complete work of fiction in my opinion. They don’t act in accordance with it and if they think they do then there’s something seriously wrong. It was written to say the right things to please people/shut them up.
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Why do they charge £60 if you lose it abroad, surely the replacement is sent to your UK home address wherever in the world you lose it. Unless for that £60 they send it out to wherever you are in the world (but I’m doubtful!). Seems a bit of a con.
They send it to you, wherever.
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£60 is way to much, I can send something DHL Express to say Australia next day for £20
It says on the website it’s because it’s a ‘highly manual process’ or words to that effect. I’ve no idea what that means though.
If it is highly manual that’s not the customers fault, it is possible to automate it, Credit Card providers have been doing it for years. For £60 I’d expect it hand delivered by Anne herself, which I suppose would be a highly manual process. 
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To be fair they don’t have an online banking just the app.
agreed
I’ve been following the thread and it looks like there are some interesting suggestions over there but overall I suspect it will fall on deaf ears.
I can only assume Kris is now wading in as the issue is clearly not going away. I have no doubt he has the best of intentions and no complaints are ever personal, but he’s openly admitted he doesn’t work on the product and doesn’t seem to understand the base of the concerns.
The product owner should be on there as the person responsible and the person capable of actually making changes. Unfortunately, we’ve seen nothing of the person who launched loans and claimed was their product since the launch.
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I’m torn on this sort of issue since you talk of someone ‘capable of making changes’. Sure, let’s get the empowered bank people to consult the community but with Starling as with Monzo I will defend the right of the bank to make their own choices based on their own priorities.
I will equally defend the rights of customers to take their business elsewhere as a result of those choices.
What I struggle with is customers trying to drive the organisation. I get that it’s hard not to when the organisation is ‘wrong’ but there’s a line there somewhere that I think shouldn’t be crossed.
Does that make any sort of sense?
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I absolutely defend them making their own decisions, but to launch something as a product owner on a community, then never show up again despite a huge number of questions and issues is a whole different thing.
If they came back and said this is how we’re doing it because that’s how we’re doing it, that’s one thing, but to delete the discussion and never show up again… 
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That makes complete sense up to the point where the organisation is asking for feedback to make to “make a better product” but then ignores that feedback.
It’s all a matter of setting expectations. I’ll use Starling since this is a Starling thread but a simple “Thank you we’ve taken all your feedback, we’ll mull it over but we’re not going to discuss it any further” might not be great feedback for the customer but it does set the expectation they don’t want to hear any more.
There are a couple of people on the forum who I think underestimated the “passion” of the community. Stuart (head of lending being one) and the other guy who’s name I forget but accidentally replied to the forum with “don’t bother feeding the fire” and only ever replied “good comment thanks”.
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I’m certainly not arguing that point on their behalf!
I am a Starling customer so I’m sure it would be valid to give my personal views on some of this but I’m not entirely comfortable posting opinions where Starling can’t (if they choose to) respond. I note the feeling isn’t necessarily shared on that side of the street, however 
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Fair enough, I’ve been down the path of sharing opinions with them - they deleted the entire discussion - so I’m not inclined to put time into something that’s going to be ignored. I’m sure there’s some customers of both on here, and sadly opinions are more likely to be heard and open discussion occur here, despite what is said about this forum.
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On a somewhat related note, there’s a lot of talk about negativity and people being overly critical on the Starling forum, mainly as justification for staff not being involved or for Orwellian changes. But have they ever checked out the Revolut community?
I don’t use them, nor am I am member, but if they want to see what a negative community really looks like they could start there. I haven’t seen any censorship over there either yet, though I’m not a regular, which is impressive.
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I agree with you and with @admdly however I too have seen a vast number of my posts (constructive ones too) deleted without warning, explanation, and or discussion. So where I can’t discuss it there I at least get a response here. I also know people over there read this because I have had responses to stuff i posted over here, over there
Revolut’s community is super negative… But their customer service is worse that HSBC in my opinion so I’d expect nothing less really 
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