Cbonline Reviews 147

Shockingly poor customer service. Very polite on the phone but they are incapable of carrying out the most basic of tasks. Avoid at all costs.

Unable to access my transactions, been on chat now for last 30 minutes still no further on. Think I will change Banks although none of them seem to be able to manage new systems all go back to IT school !!!

The first time you log in on PC always fails. The second time you login usually works. Want to transfer money is a nightmare. They send a text to your phone. you have 60 seconds. Then you have to open the app. The app is slow. Where do you go in the app? No help. Meanwhile the text is flashing up on your mobile. Mobile asks you if you want to use fingerprint login. Meanwhile the time time is ticking away. Eventually manage to login, but not on the correct screen. Try to find the authorise screen... timed out. What a shambles. My family has been with Clydesdale for 90 years. As soon as Virgin take over accounts will be closed!

Had a really bad experience trying to open a business account.

After submitting application online I heard nothing for over a week. When I contacted them I was informed that they needed further information.
Enquired why they hadn't let me know and response I got was there must have been a problem with the online system.

After submitting further information I was contacted again by email asking for more information.
As it had been several days of not hearing from Clydesdale I contacted them to be told account opening was declined.

Really poor service and communication.
Would not recommend.

Have been with CB for donkeys years, personal account and business Account. Since they "upgraded!" internet banking, it has been a nightmare. They reduced the transaction limits on IB to 500 quid, after which you have to use mobile banking. But because I use mobile banking for business account, I cannot use it for my personal account, and was told to delete the app and re-download it and set it up for each account, every time I wish to make a transaction. Moreover, without warning, they increased the banking limits on the business account from a few grand up to 15 grand, so I have to give greater trust to staff than I wish to. Thanks for the consultation, thanks for crippling my personal account. Thanks for over-charging me for years. And thanks for closing all the local banks so that I now have to travel 50 miles to close an account. Thanks indeed. You seem to be on a suicide mission.

Caused needless work for me and my Mortgage Broker. What a load of incompetents! Underwriters too.

They surveyed/valued my property on 21.05.18. a couple of weeks later approved my remortgage to the Broker. Then asked me to get my boss to confirm I work between various sites so live equally between my property and rental. Then asked me to update my Land Registry certificate.

I had to take time off work to go in person to Birkenhead to do that.

Then declined the remortgage application mid June based on their valuation coming in at same value as mortgage request.

They had the survey info Weeks before asking me to needlessly involve my Boss in my personal affairs and taking time off work to go through Land Registry changes.

Shocking! Steer well clear of these clowns.

Very cheery and polite, but utterly incompetent.

Terrible "NEW" system, the old system was bad but this is no improvement, it's very unreliable. Today so far...
System fails to send authentication code over vodafone network because "...the networks are slow to update their white list of approved premium (5 digits) SMS messages" - I was advised I needed to contact Vodafone to ask them to allow the message through, unless..."I could remember my password !" (which was why I was clicking on the password reset link in the first place! :)

Next... I login and the screen is totally blank and a spinning wheel says we are updating your account details this may take a few moments. I left if for 40 mins while I popped out to pick-up my son from school and it was still spinning and clearly had hung!.

Next... I log out and back in again and it's now got my details. I attempt to pay someone at it says "sorry there is a technical problem, do not attempt to resend the payment - contact us for help".

Next...I click on the chat window ..."Error 400-107" chat session failed to load!

Incidentally I should point out my internet connection was fine 30Mb down and 6Mb up working fine for other web sites.

Clydesdale Bank you are going to put yourselves out of business by being so far behind the grade... that's why I've moved to Barclays

Good luck to anyone that stays with cbonline!

New online site is a complete joke!! Takes me at least 3 login attempts (EVERY SINGLE TIME) to get logged into my account!! The transaction history is way too slow to update and not as clear on transactions as the last online site!! Complete and utter joke! Not a happy bunny at all, GET IT SORTED CLYDESDALE!!!

Utterly shambolic. Staff often contradict each other and it's hard to get a clear answer, charges where there shouldn't be and incompetent staff. For example, I recently went to the Aberdeen Queens Cross branch and was dealt with by someone who didn't even understand basic mathematics (he didn't understand how percentages work - literally primary school level maths). Staff also have a tendency to tell me to "just do it online" or "just do it on the app" but not help me through this process (I once took out my phone and asked if staff could show me how to do something and none of the 3 tellers behind the counter could use the app...). It's worth clarifying that I'm not technologically challenged, I'm a university graduate in my 20s working in an IT-related field, yet I still struggle to understand how to use Clydesdale's website/app. Now actively looking to change banks - your service needs serious improvement.

Banked with Clydesdale Bank for half of my life now, can't ever imagine leaving them. AMAZING customer support, any phone call and query is generally resolved within 5 minutes of picking up the phone, the online banking and banking app is one of the best around.

They even called me one day and asked me to deposit some money into my business account because they were going to charge me for unauthorised overdraft. You can't beat that!

I don't have the app, but use cbonline on my laptop. Have never had any difficulty with it, and I use it several times a week, and have often used the "widget" for transfers. I also find the phone service good, and the time to get through, while not great, better than average. What IS sad is that my nearest branch is now a 30 minute ferry ride x quite a long walk away in Greenock - NOT convenient for me and upsetting for customers who prefer to deal face to face

W

The app is dreadful. Keeps saying I need to be connected to the internet to use it. I am! Deleting it and then reloading it to get it to work is inconvenient. I don’t have this problem with any of my other banking apps. Thinking of closing my account.

Making a Regulated complaint,
Very unproffessional mortgage team at clydesdale bank
1 hour to answer phone most of the time,
Underwriters ask for irrelevant paperwork but never ask for
anything in advance, always wait 4 days, then ask for one more bit of paper. Needless delays - now asking for 2018 business figures ? hello it just started how can you even ask for full accounts for 2018.
3 months from offer in December 2017 to suddenly decline a mortgage 05/03/2018
Slow and dishonest approach to lending.

30 seperate calls promising an offer the next day all logged by us date and time.

Need the money lending licenses revoked !! Useless

Since they changed the app last year, the service has become diabolical. It is very unreliable and more often than not, unaccessable. I have brought this to their attention twice to no avail. It is truly astonishing that a mainstream bank would have released such a bad app in the first place and they seem to be doing nothing to sort the problem either.
Have decided to close my account, can’t put up with it any longer

Been with this bank since 2010 never had one problem .....keep up the good work!!

Reiterating the comments below. Used the switching service - account not switched - they blamed it on my previous bank. Clydesdale have been difficult to deal with throughout the process. £250 is not enough to deal with this business.

The new banking app is dreadful!!!! Transactions always showing with clocks against them. Old app worked in true time and balance was correct. The new app balance can't be trusted especially at the weekend. What the hell was Clydesdale thinking releasing something this BAD! Customer service is terrible. I get that they must be dealing with a lot of angry customers but its not our fault! After being a Cydesdale customer for over 20 years, I have now decided to move banks. Any bank out there is better than this!!!!

Absolutely unsatisfactory service. App is more often than not inaccessible. Customer service poor. Changing our bank asap

Mortgage team customer service has been bad. Never have I been moved to tears by the sheer frustration of getting either a simple task done or at the very least a straight answer.

Please can you send my mortgage offer to my solicitor. Private message me for my contact details.

Applied for a mortgage, got the offer on 7th November, still waiting for it to be sent to solicitor even after they said it will be 5 working days, customer service has been horrible.

Recently spoke to Lee from mortgage services who said he'd call back...he never did.

Spoke to a gentleman who said they'd fax the documents if my solicitor called.... he lied.

Spoke to Garan(Karen?) From mortgage services who said the letter had been sent on 28th...but then when I called to double check 2 days later Ailise from the same department said that it hadn't... So he lied.

Nicola from broker services I've also spoke to twice, she's made promises of getting in touch with admin team...all false.

Ailise has been the only person to at least call me back to tell me that the broker service manager is unavailable.

If you are over staffed please manage your customers expectations,

Or better yet please just send my offer to the solicitor.

Hopefully this is all recorded as well, I have dates and names of a few at least.

I understand that everyone is busy, that everyone is in different departments and get told different things...but I've called more times to count, so has my broker and solicitor, and all we need is for someone to send the offer to my solicitor.

Just fax it, it's quickest. Please.

Or send it via mail, I'll take anything at this point.

But please, it's the only thing holding me up.

Please fax my offer to the solicitor as you said you'd do 3 weeks ago.

If you reply to this with a contact number I will get in touch so you can identify me.