Cbonline Reviews 147

I have been a customer of Clydesdale bank for 35 years but after this, I'm still waiting for money to go in which should have been in this morning, I will be changing banks next week to one with an open local branch.

Dear God, how bad is this IT dept. First of all, if they had tested Huawei phones they would have spotted the incompatibility. After discussion with their services dept it tests apple and samsung only. Then they want to send me a physical token like the dark ages. One chap told me the problem was at Huawei end showing ignorance of the Android system as vendors have zero input in app authorisation once manufactured and distributed. Then, when crunch time came and I had to pay my joiner for work done I phoned and complained. The nice girl took me through phone banking to transfer the money, talked to the inevitable fraud hold and told me it was authorised and I would see it move shortly. It didn't. The next person promised it would move in half an hour. It didn't. The next person told me the fraud team had decided it was a fraudulent move and blocked it. I would have to GO INTO A BRANCH WITH PHOTO ID TO AUTHORISE IT!!!!!
strangely I lost it at that point and opened an account with another bank to switch to in 7 days

This is the poorest customer service since TSB ruined their IT system

P.s. the virgin money app by cbonline works on Huawei phones :-)

Proof if any was needed that it isn't at Huawei's end ....

Total shambles of move from old Business Online system to new one. Whilst the old version did resemble a Lotus123 spreadsheet at least it was reasonably reliable - as long as you didn't mind looking for new browsers everytime it got bored of the main ones. The new platform is riddled with bugs, bizzare and annoying features (text everytime you pay someone anyone?) - and some quite amusing grammatical errors. I've been variously unable to pay people I've been paying for years, unable to give access to my finance team despite following the process and waiting on hold for ages and then going through a complaints procedure with very junior people that had the singular aim of being able to say it was closed rather than actually fixing anything. Will be moving away with some urgency.

I have an appointment today with tsb to transfer my accounts from Clydesdale. Have not been able to get on mobile app 4 days now and customer service is useless

Mobile app stopped working 2 days ago because I can't get the app to update. Just reads waiting on download but nothing happens.

My mobile app stopped working today (13/12)(very apt). Was told my phone (hauwei) is no longer supported. Phone is not even a year old and was not cheap, was told because it is an import! Tried to explain to the lady all mobiles are imports. They were not really interested of the fact I can no longer access my money as the online service requires you to log in on the app. CB you need to get your act together or you will lose your customers.

what an absolute shambles of a bank this has become. Have now been unable to access my online banking for 2 days now. customer service atrocious. been a loyal customer for many years but about to change banks.

I've lost faith in this bank,my transactions are taking forever to come out,the new number codes we have to put in are stupid,I will be closing my account after christmas,this bank has left me overdrawn for 2 days now(no fault of mine) telling me I have this amount in and when I spend it it leaves me over £100 overdrawn,its become a useless bank.

I have been a customer for decades, but have watched the service slowly disintegrate. After last weeks debacle online, now moving current and business accounts to Santander.

Absolutely useless system. Why did they have to change from something that worked to this. Will be moving bank account if there is no improvement.

I have b3n personal and business account holder for decades and was happy with the service until earlier this year when we needed modest support. I found I no longer have a local business manager and have to a person in Glasgow on the other side of the Country.
When I said what I was asking for I was told the bank no longer supports business assets. I was then inundated by money-lending firms that the bank put on to me.
We will be removing our accounts from the Clydesdale in the next few months because a bank that only take so in money is useless and I will not leave personal accountswith them.

I wish I could rate Cbonline as zero stars, but that was not an option, so 1 star it had to be. If we deduct the mandatory star Cbonline would rate at about 0.2 / 5, which seems about right.

I agree with many others the 'extra security layer' was not rolled out to customers before the event, and clearly beta testing has not been carried out thoroughly.

My wife and I have a joint account with separate customer numbers. I cannot receive the the 6-digit password to access the account. However my wife did receive her text codes until about a week ago, then they stopped coming through. CB customer 'service' tried to blame this on my mobile service provider. I have a UK SIM and my wife is registered with a Danish telco. Another red herring/blame someone else/delaying tactic from Cbonline.

Today's call (05/11) lasted over an hour with 4 individuals on their end. Nice words but clearly they cannot solve the IT problem.

I asked if I can expect to access my account tomorrow - no way was the reply - we have too many of these queries to deal with; this week, maybe? - doubtful; when then? - we don't know. This is absolutely disgraceful service.

I asked the customer support people if the would accept being denied access to their accounts for over a month. Silence ...

However, they did commit to filing a technical request and report back by phone and email when they get a response. Let's see what the 'technical support' team come up with.

A star to many.

i live in Thailand and NEED access to my account. The account is blocked and due to this my motorbike has been repossessed as the payments (2) have not gone through, have lost 2 thousand pounds due to this cock up. Have phoned 4 times at a cost of 30 pounds. As soon as i can close my account i will leave.

I’ve been unable to access the App on my iPhone XR and iPad for a number of weeks now and customer service have only been able to remove the security block that allows me to log in to the main site without having to approve it through the app (thus reducing level of security, and is still a pain as I have to enter account details every time). I was told there’s an ongoing issue with certain phones including iPhone but i have never received any notification nor an update despite logging a fault. Bad PR. I intend moving banks.

Since they have changed the login to pass codes it’s a nightmare . Going to change banks if nothing is done . It keeps saying sending passcode nothing comes through then the session times out . I have tried 7 times tonight to get into my bank account and can’t ,absolutely useless system .

Over the last four months or so, EVERY time I have wanted to do a transaction I have faced issues and problems. I need a telephone directory of pass-codes just to keep track of customer numbers, phone codes (telephone banking set up at least twice now), secure token codes (I've had two of these, one I used to use but then I was never asked to use it anymore and only found out it was no longer used about a year after I last used it, another I was sent about 6 months ago but have never used), 10 digit customer numbers, customer numbers starting with a 'C', 4 digit access codes, 6 digit access codes, 10 digit activation codes, unique texted codes. Takes half an hour to get an operator, who then tries to set me up for telephone banking (again) and then says my access issue is resolved (but it's not). Wasted hours of my life on this cowboy outfit. Can't even understand the Weegie accents of the customer 'service' representatives.
Recent issues (across my several accounts) are;
1. Unable to access account online.
2. Unable to proceed without registering for telephone banking (which I did years ago and had to do again apparently)
3. Unable to get 'C' customer number as the business advisors only work office hours - so not ideal for small contractors who can't always take the hour minimum it takes to get seen to.
4, Unable to make any transactions online as my transfer limit was set to zero, pissing off my suppliers and potentially losing business, especially as their patience had already been stretched to limit by time taken to sort points 1, 2 and 3.
5. Bank managed to lose a DD for VAT-man, resulting in 3 missed VAT payments and associated charges.
6. Wasted time. This evening alone I have spent 37 minutes on one call, which didn't solve the issue (I was told it would be sorted) and currently sitting at 18 minutes waiting for this call to be answered.

Unfortunately I have two business and one personal account with these clowns, so it would be a complete nightmare to take my custom elsewhere. But I would strongly advise potential customers to think carefully before moving here. Clydesdale used to be a good bank, but since they joined with Yorkshire, it's just been a fecking nightmare.

The new app for mobile banking doesn't work. can't get into my accounts. Phoned for advice and told my phone is no use - to get in touch with Samsung the manufacturer. Sounds like a fob-off to me and some serious failure on the part of their IT department. This needs to be addressed urgently and info posted on the website about what they are going to do to rectify the situation for customers.

The app doesn’t work at all and won’t let me access my account when all my details are correct

Recent app update has resulted in me losing access to my back accounts completely. They appear to have dropped support for huawei on the mobile app ( I have been happily using it on my handset for over 1 year).
Even online Authentication on a full desktop PC requires a code to be sent to the app!
I cannot now access my bank accounts at all from any device and it's been over 1 week now and counting.
I can see there are other issues with this latest version (other than dropping huawei support).
I don't think the release team have covered themselves in Glory on this one.

I also can’t access my account since the new app update and customer service is appalling. I’m switching banks.