I used to be quite heavily into Zopa and their pots offering different competitive rates for differing notice periods. However I shipped out when the rates became less competitive, and it was obvious that Zopa was relying on customer inertia to maintain the account base.
I cannot remember what their support function was like, but it is my most prevalent bugbear with all and any of the so called fintech companies, especially Chase. Customer support is where you really find out what the true ethos of a company is. Life is great for everyone when everything is straightforward and rosy - only when there is a problem do you find out what the real picture is.
Their customer service gets more incompetent every time I contact them to try and get my login in the app issue resolved!
I login via the web portal and follow the links for making a complaint.
I explain that I have been unable to access my account via app.
They take personal details and then ask for details of my first deposit with Zopa. That was over 2 years ago!! I say so. Their response…
The information is in the Zopa app
You couldn’t make it up
I tell them so. They want me to send a copy of my driving licence via email. I refuse, pointing out that is insecure and they already have all my details.
I tell them just to close the account as I cannot do business with a bank with an ineffective customer service.
They refuse because I won’t confirm who I am by sending docs, despite being signed in online.
I ask for a complaint reference number and they ask for my email address, provided five minutes previously
Total incompetence
1 Like
tbutz
(🏳️🌈 Producer of "low value commentary")
508
Closed my account with Zopa today, following a conversation with their Complaints Team during which I was basically told my app would never be accessible due to a “security issue” that appears to have arisen out of thin air, but is beyond Zopa’s control.
I told the rep to close my account then. He asked if I was sure
I said you’re an app based bank and I can’t access the app, so why would I leave it open
Account closed.
4 Likes
Doug_hboy
(Always be alert because the World always needs lerts.)
515
Anyone got any experience of whether their current account is any good. If it’s like their customer service it will be
It’s fairly basic, no notification when you make payments, need to close and reopen to update balance after payment, doesn’t give loads of information on the app
A similar thing happened to us a few months ago where we couldn’t log in to the app. It turned out they added some tracking crap into the app which NextDNS of course rejected, and their genius managers thought it was a good idea to implement it so that if the tracking crap couldn’t load, the entire app couldn’t load.
Eventually they fixed it. We would have of course closed our accounts in an instant if they had not.
)
