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In August you revealed a letter from a reader who discovered it nearly unimaginable to contact the Co-operative Financial institution by cellphone. Nothing has modified. Each enterprise and private account traces are principally uncontactable, except you may have a number of hours to spare.
I used to be locked out of my enterprise account for 3 weeks as a result of I couldn’t pay money for anybody. I now have a brand new key however can’t get by way of to activate it.
There isn’t any different technique of contact – it doesn’t settle for emails or on-line messaging.
Final evening at 5pm, I attempted once more, and a message mentioned it was unlikely to have the ability to reply earlier than it closed. Closing time is 8pm.
I’ve made a number of complaints and at all times hear the identical story: the financial institution has employed extra folks and it’ll get higher. I’ve been a contented buyer for greater than 30 years however that is turning into untenable.
SW, by e mail
If issues don’t enhance quickly, I’d be on the lookout for a brand new financial institution. It merely isn’t acceptable to take three hours to reply the cellphone.
Final 12 months, the corporate blamed the delays on the pandemic and employees shortages, and mentioned it was recruiting extra folks, however these excuses are sporting skinny. Its Trustpilot web page means that different clients are equally annoyed.
After I received in contact, a employees member contacted you instantly, and your service was restored. It has additionally apologised.
“Whereas we’ve made some vital adjustments to enhance our service ranges, there’s nonetheless extra that we purpose to do,” it says. “We proceed to search for methods to extend the choices for purchasers to hold out their banking wants by way of on-line banking and our cellular app. This consists of investing in our programs and processes to cut back the necessity for purchasers who would moderately self-serve.”
It’s price noting that the financial institution is now not a part of the Co-operative Group. It was rescued by worldwide hedge funds after its much-publicised issues. It continues to proclaim its moral funding stance however, except it kinds out its service quickly, it could possibly be dealing with an exodus of consumers.
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