Bank of Scotland Anmeldelser 

Just wanted a quick transaction, but turned out to be a lengthy process, that said ,I understood they were protecting my security..
The staff member, Fraser, however was very helpful and he made the process easier

I have a Visa card from these people announced with a great fanfare in June to replace my Mastercard and which has been active for the last couple of months or so.

When it arrived I tried to update Paypal where I use my credit card to pay but wasn't able to and the Bank of Scotland wanted me to contact me on a old landline that I haven't had for 8 years.

So I contacted them the person I talked to was very helpful but couldn't help me it appeared that the system didn't hold a birthdate for me!! I've had a Credit card with them since I was 18 in 1992 and am sure I had to prove my date of birth then. But somewhere along the line they lost it!!

So I had to go to a branch of Halifax, part of the same group, to get a birthdate put in and to change my telephone number to my current mobile which I'm sure they have but not in their system as my primary and only contact number. This was done but I was not happy that the assistant doing so who seemed to like wandering off with my documentation and credit card without explanation. Most places tell you why they are taking a card or piece of documentation away from your sight. And really I didn't feel welcome more like I was a chore not a person.

Anyway today I tried to use paypal and it asked me to link my card for easier payment I agreed and then the Bank of Scotland wanted me to confirm this by ringing the same 8 year old telephone number. I'll trying ringing them instead but customer loyalty has in my case been tested to the extreme by what can only be said to be incompetence. I do my bit and they do nothing.

I've never had this trouble with Nationwide or Barclays time for a new provider bit of a shame after 44 years but there we go.

This is out of my frustration how so difficult to deal with the bank, they are not competent enough on what to do with bereavement.
My dad went to the bank and ask for the bereavement, and at that time
Since he has issues with the language so he can’t go through the phone call to the bereavement team which as advised will be in the bank. And they advised to go back to any branch once I am there to help him translate but when we went to Gyle Branch, the woman wasn’t even sure about it, at that time she said that we can’t do it with her because we don’t have the physical copy of the death certificate, coz I only have it on my phone, and she advised that we have to do it online with the paper copy so we went home and I did it online, and I follow the steps, attached the funeral invoice, funeral letter and the death certificate which it is just attached form my phone, and I had the copy of the email response that they receive the registration with the reference number, then few days after which is on the 3rd of Sept I received another email that they have received the registration and the documents and they have to check it, so now I want to get an update so I called them and gave the refence number and the guy said they can’t see the death certificate, and my name is not in their system, which is so strange because I provided my details, and it did not say that my dad should be the one to register. Now we have to do it again with my dad on the phone and register his name but my dad is working so we have to find a suitable date for him, this is so frustrated because we don’t know why nobody knows what’s going on and wasted our time and effort and providing us different advices. We are dealing with death and grieving and this is even adding so much stress to deal with the bank which is very appalling how can these people working and very unhelpful and incompetent.

Over one hour being sent around different, incompetent and unprofessional, people.

Waste of time trying to do business with this Bank that does not treat customers with the same respect that they expect from customers

If you want a good bank then go then this is not it. Absolutely horrible support, I've been scammed and when I reached out to support they kept asking me if I was financially stable and if I had any health issues. They we're just asking me the same things over and over so the case didnt get anywhere. They also disregarded most of my responses and when I wanted to make a complaint they were just ignoring the request, leaving me with no choice but to escalate this

I was on a solo holiday in LA and tried to top up my phone credit with EE. I needed to add my new credit and debit cards to my top up account. When I did so, however, both cards were rejected. This is despite having used both cards for most transactions during the previous five days of my trip. I was thinking 'oh well, I'm not going to be able to make any calls now,' when I received a text message from Bank of Scotland to tell me that they were going to cancel my credit card unless I replied to the text! I tried to reply - but I had run out of credit on my phone, and so the reply text would not send! Bank of Scotland CANCELLED MY CREDIT CARD WHILE I WAS ABROAD. Not only that, but I was also unable to use my debit card! I LITERALLY HAD NO ACCESS TO MY OWN MONEY WHILE I WAS ABROAD! I had only forty dollars in cash to see me through two days of meals, a concert I had booked, and my flights home. I tried to contact Bank of Scotland for help, but all the helplines were telephone numbers! And I couldn't call them because I had no credit on my phone. I managed with great difficulty to get onto the messaging service, but this was atrocious. The bot kept me hanging for over an hour, awaiting a human who might be able to help me reinstate my cards, but I had to leave the chat before anyone could be connected to me. I kept trying this service as it was the only thing available to me, and I kept being met with a bot that told me a human would contact me at some point. A human did actually come onto the chat - while I was asleep. I never actually got to chat with a person. I managed to get through the next two days of my holiday and get home without using my debit or credit cards. As soon as I got to Heathrow, I was able to call Bank of Scotland with my Dad's phone (that I had taken with me to record some videos). The credit card was reinstated and debit card apparently hadn't been cancelled - and yet I had been unable to use it (I had tried making purchases and it was rejected each time). I think Bank of Scotland treated me abominably. How could they cause a customer to be stranded abroad with no access to money? I have type 1 diabetes, and not only was I drastically limited in the food available to me, I might have been in a situation where I needed to buy sugar tablets in order to deal with a life threatening hypoglycaemic episode. So, not only might they have ruined a holiday, stranded me abroad, but they might have caused my death! I can no longer trust this company with my safety. I believe I suffered mental distress and I could have suffered physically, and even died because of this irresponsible company. I have never been treated so badly by anyone, let alone my bank, who I should be able to trust. If I could give minus five stars I would. One star implies there is something right. There is nothing right about this ridiculous company who would cut off a solo female disabled traveller and be unavailable to help. What an absolute disgrace.

I would strongly advise people to think twice before opening an account with Bank of Scotland, especially if you travel abroad.

The fees and charges for using your own money overseas are absolutely ridiculous. What should be a straightforward transaction becomes unnecessarily expensive because of the excessive foreign transaction and exchange charges.

It is incredibly frustrating to work hard for your money, keep it in your bank account, and then be charged so much simply for accessing and spending it abroad.

This has made life unnecessarily difficult and stressful. I feel that customers should be given much clearer and fairer charges rather than being hit with unexpected fees.

Never open an account with this bank if you expect to use your money abroad. Very disappointing experience.

I would like to express my sincere appreciation for the outstanding service I received today from Mr Chris, a Business Banking Representative at Bank of Scotland.

Chris guided and supported me throughout the entire process of setting up my business account. Although we encountered a few difficulties while entering some of the required information, Chris remained calm, patient, professional, and friendly throughout. He was extremely polite and helpful at every stage and made what could have been a stressful process feel much easier and more manageable.

I am genuinely impressed with the level of service I received from Bank of Scotland today.
Employees like Chris are a real asset to the organisation, and his professionalism, patience, and customer focused approach truly deserve recognition.

I would like to thank Chris sincerely for all his help and support today. His excellent service made a very positive impression on me. Absolutely star service

Thank you, Chris, and thank you to Bank of Scotland for having such dedicated and professional people in your team.

What an awful business. I opened a business account years ago but didn’t really use it. I then started to use it for a new venture. We had around 20 payments out rejected because BoS had some kind of fraud block on my wife’s card. They made no attempt to contact us though even though they have the data to tell them that there was a problem. Spent around 2 hours on 3 calls to resolve. Total waste of life.

If you’re thinking about opening a business account use Barclays.

Awful company. Try to contact them and you’ll spend at least twenty minutes talking to automated system/waiting on someone to answer.

Only open a couple of days a week now and at times that are completely unsuitable if you work..

The call waiting time when making an enquiry is very Poor and needs addressed urgently, the average waiting time over the 2 calls I made was 35 mins each call..very frustrating, but even worse was the fact that my enquiry was not answered and ended abruptly with no attempt to call me back, my account has existed with Bank of Scotland for 55 years, but the standard of helping out the customer with queries has fallen to an all time low,and has left me considering closing both my accounts, as I so angry at being let down,and had to chase the matter with 2 useless phone calls and I Personal Bank visit with still no answer to a straightforward question as to why my wife's card was snatched at an ATM whilst making a Balance enquiry..yet the Bank will still not give an explanation, despite now finding out their was over £4000 pounds in my Acc at the time. This has been a horrible experience from the Bank of Scotland, and a disgraceful customer service from what used to be a decent Bank...Oh, and on Branch visit I was fobbed off and told that manager was on a lunch break at 11AM..don't think so..BOS now bog standard!!!

I have been on chat for over 2 and a half hours to someone who clearly doesn't speak English or at least understand it. The response time is insane. He didn't understand what I was talking about at all, It takes about half an hour for each of my questions to be answered - it's ridiculous. I've asked him to end the chat four times. I told him I was complaining yet he's still on chat has access to my account. What am I supposed to do? I need to speak to somebody else..but he won't end the chat for me to be able to speak to someone else!!

Long, long time customer (personal and business), but they sure know how to let you down and waste your time.

Online banking decided that the bank suddenly needed a mobile number for me and block me from spending online.
Cue the 24 minute time wasting phone call that couldn't help; then a visit to the Clydebank branch that was unhelpful and dismissive, only to then find the same message on my pc that the bank needs my phone number when I tried to order something.
I'd given it to two folk! One in branch and one on the phone.
Just hopeless.

Absolutely atrocious customer service and getting worse. The 24/7 bot now appears to demonstrate the equivalent intellect of Trump with wet brain and is impossible to deal with. The interminable delays taking place in transaction processing get longer each month. I’m seriously considering moving my account to a different branch but I don’t imagine Lloyds give a toss

Go in to branch to perform any kind of transaction that isn't basic banking, and they sit you down at a table with a telephone and ask you to speak to someone in a call centre somewhere and leave you in this room for up to an hour, inorder for them to go back deal with other people, most of whom get the same treatment, carted off to a room with a telephone. Amazingly rubbish business model, no wonder they are so desperate to close more branches, they just can't afford to run branches or pay skilled staff. Way too unprofitable for them. Pathetic.

Ever since my Halifax account merged with Bank of Scotland worse telephone contact ever wait 20 minutes get through problem nearly fixed you get cut off have to go through it again. This is the second time lat one 1 hour and 40 minutes. Pathetic

I’ve had a really positive experience with Bank of Scotland. I’ve never had any issues and have never needed to contact them about any problems.

The process of switching from Monzo to Bank of Scotland was straightforward and hassle-free. I’ve also requested paper statements through the app a few times, and they’ve always arrived without any issues.

Everything has been simple, reliable and easy to manage, which is exactly what I want from a bank.

Great bank and I’m very happy with my experience so far! ⭐️

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.