Bank of Scotland Reviews 

I sent a scathing review of the BoS system last week in response to a customer survey. My debit card (and hence my account) was blocked in July, soon after attempting a transaction while in New York. Twice I tried to explain to a help line. Despite making clear that I am in NY till late August, I was told the only solution was to present myself, my card and an ID at any branch of BoS. In short, BoS was singularly unhelpful, I could not get access to withdraw money and regular online payments (e.g. to Apple and Netflix) was suspended! When I get home, I want to know where I can send an official complaint to? POST SCRIPT. Today, I received a message from BoS lamenting my silence - the inactivity - through my debit card, clearly the BoS algorithm not recognising that the card has been suspended since early July because of its own ineptitude, despite my additional shared information!!! Again, the whole saga beggars belief! I shall get back on Thursday to sort this mess out!

Such a pathetic services and customer service, my money was deducted without my authorisation and without my consent. I asked from them to give my money back, they took so longer and still my problem is unsolved. I started chat with them at 5 pm and now its 6:30 am of next day. I only got 2 useless replies, they dont take us serious. I will move my account to other bank, any suggestions would be appreciated.

I’m trying to sort out a financial issue with them, one that wasn’t my fault, and it’s proving impossible to get in touch with them. I can’t ring them because I’m abroad, so using the chat function is turning out to be the worst customer service experience I’ve ever had. I feel frustrated.

I had a disappointing experience with Bank of Scotland. I contacted them because I wanted to find out whether I could become a customer with my current citizenship. A member of staff told me that she would call me back with the information, but unfortunately, I never received a call.

I understand that there may be eligibility requirements, but if a customer is told they will receive a callback, I would expect the bank to follow through. The lack of communication was frustrating and left me without an answer to a simple question!!!!!!

Trying to report stolen or lost cards is arduous, made worse by a lack of humans available to help.
Automated service is slow, and particularly bad at recognising a Scottish accent!
Trying to re-instate my phone internet banking has led to being on hold for over 20minutes, then I was automatically disconnected!!!
Poor systems mean they cannot quickly security check you. So disappointing and very old fashioned.
Company needs more humans and better use of automation. Feels like a customer service is a low priority.
I am now so frustrated I may change banks entirely later today

£100 pay in and the teller used a machine to count the cash which would normally take 30 seconds. asked to make my account joint and the only way to do this is on line !!! Like what the Feck do they do in a branch these days. Last time in I was told the Post Office also takes cash pay in !!! Is the BOS NOT A BANK !!!

Shocking app, service and bank. After 35 years i'm leaving for another current account , after I appear to have a non functional bank, THAT I CANT TALK TO ON THE PHONE ANY MORE.
App doesn’t work to transfer money, issues with it saying payments would take me overdrawn when they wouldn’t have to call up and use voice system to make payments then they work ... but today, to MY savings acc the Voice menus become circular loops of the same questions about what I need, that just repeat, then ask different questions that wasn't the root of the initial request. Did you want sausages today, yes or no, i cant handle other answers, yes or no . Your voice system has been downgraded to the 90's standard.
Took 4 calls to get the system to move me to am agent
Told by the system it will be 20 minutes
It tells me to use the app that doesn’t work
It tells be that being nasty to your agents wont be tolerated why am i being poked at before you even let me speak to someone YOURE A BANK NOT A POLICE STATION or benefit office ..... and you deliver such a terrible service I see from trustpilot now, it makes some people shout at you. Of course don’t fix the issues just double down and wag your finger at the other customers who don’t shout at you, whilst they wait to be graced with having their calls answered. No other financial or insurance company I deal with has that in their hold messages.
After a 22 minute wait the person that opened the call with me had such bad English and accent I couldn’t even understand what was said to me. So, you've outsourced it all for max cost control(staff,systems and infrastructure) . I put the phone down and started the switch process.

Ive waited a long time, meet and greet doesn't work, i heard everyone's business and woman apologised to 4 different people, so something is wrong somewhere. Staff are really good and apologetic for the wait.

my advice is RUN as fast as you can to another bank

Run RUN run you will not be happy with their customer don't care, jus run

One time i wanted a mortgage of 100 quid and they told me to f### off and called me a homophobic slur! absolute morons they are! 😡😡

The worst customer service ever. Rachael, you need customer service training. You are so unhelpful, unprofessional and ignorant. We will never be back.

Dreadful car insurance experience - trying to cancel the auto renewal took ages. Couldn't do it online and took 20 minutes+ online and even when you get hold of them on the phone you have to jump through hoops to cancel.

Wonderful care in Thurso Caithness branch of Bank of Scotland this morning. Nicole Andrew was absolutely superb helping me to sort out my accounts

Had a overdraft since 2009 and then I lost my job due to finding out I was deef and then they kept charging me interest and niver helped me one bit and they must seen i wasn't working and kept changing me high intreat for 10 years and then when I complaint and I waited 6 months or so they took away my overdraft and took my money that I had in my bank and left me with nothing. They should be closed down as they r scams and r getting away with it that's to the government not checking there company out on service. I hope they get closed down and not just change the company name so they can keep doing it all over again. Avoid people as they r scamers that r getting away with it.

Absolute morons and not surprised as it’s part of Lloyd’s a useless banking group. My app logged me out and I couldn’t get back in using my details. Let me get a password reset which I entered a new password and guess what? I got a message saying ‘we’ve sent you a new password in the post’ what is it 1978 you bunch of absolute idiots! They don’t pick up the phone and you can’t contact them any other way. You need to take note of why people are moving to other modern banks their customer service is fabulous, yours is out of date and well basically you don’t have any!

Bank of Scotland is an absolute joke STAY WELL CLEAR!!!!!!!!!!!!! have kept me in a loop of bank charges for over 20 years now making the customer pay every single time every month for all different amounts the mobile banking app is useless i have been going into the bank for 3 years now every month to re - set up the app which takes alot of time and only ever just happens again the following month, they are also expecting any customer which uses there app and cannot get logged in to have phone credit to recieve a code to get back on the app its a useless system and is DEFINATELY NOT made for the people , i have also had my account hacked and money taken on numerous of occassions bank will never reinburse you it will always come out of your pocket Not only that they are closing all the branches absolutely all over the place i have to travel 20+ miles to even get to a bank of scotland , Dont even open an account with them as the chances are your branch will be closed next , you cannot even get locked into your own account because they have made it impossible and far too secure to do this easily , THIS BANK WILL MAKE UP HIGH AND EXPENSIVE CHARGES FOR YEARS UPON YEARS TO THERE LOYAL CUSTOMERS but il be the one laughing when i finally am free from the bank of scotland as my account will be removed ASAP !!! Theres plenty of much better banks or even post office accounts peoples dont rip yourself of with (bos) i also notice that 82% of people on trust pilot reviews agree with me and also have left a 1 star rating for (bos) that really just proves what a joke they are the stats and service provided speak for themselves.

No service when trying to make payments via online banking due to 'technical issues'. This seems to be happening every other week.

Awful bank closing most their branches and just very unhelpful in every way been with them for a very long time but will be moving asap

App is absolutely terrible. Awful experience signing up no wonder no one uses this bank. Just want the £175 cheers.

My wife and myself decided to open new current accounts so we could make use of the 8% monthly saver.
Been waiting a week still waiting for them to be opened
We won't be getting in touch with them after reading all the negative reviews.
Have they got no customer service department?