1 reviews | Active since Feb 2019
Terrible Customer Support! And NO robust way to report ***** enquiries.
This morning, I discovered I could no longer log in to my account via biometric authentication. And after several unsuccessful attempts using my username and password, I decided to reset my credentials, however, even with a new password, I still could not log in. Concerned, I called the Customer Support line, only to find that in-app authentication was required—despite my inability to access the app being the reason for my call. I then tried the ***** Line, but to my surprise, it defaulted to the same automated menu for general banking enquiries. Finally, I attempted the Complaints Line, which also redirected to general banking options.
How is it possible that ***** inquiries are treated with the same lack of urgency as general banking queries? It is a massive oversight that there is no way to speak to a representative without in-app authentication when the app itself is the point of failure. This is a fundamental flaw in the bank’s approach to access recovery and security.
What is the expected recourse for a customer in this position? Do I need to lodge a formal complaint with the Banking Ombudsman to get a human response? As soon as I regain access, I will be looking to close this account.
Thank you for sharing your experience. I sincerely apologise for the inconvenience and frustration you experienced while trying to access your account and reach our support teams. I understand how concerning this situation can be.
For security reasons, in‑app authentication is our primary method of verification when clients contact us. However, if you are unable to authenticate due to being unable to access the app, you may remain on the line. Once the in‑app authentication attempt times out, the call will be transferred to a banker who can assist you further using alternative verification.
I regret that this process was not clearly communicated and acknowledge your feedback regarding access to our support channels.
Please let me know what the error is when you are trying to reset your login credentials so I can assist you with regaining access into your bank app.
Once again, please accept my apologies for the inconvenience caused, and thank you for bringing this matter to our attention.
Kind regards,
Marusha
Thank you for sharing your experience. I sincerely apologise for the inconvenience and frustration you experienced while trying to access your account and reach our support teams. I understand how concerning this situation can be.
For security reasons, in‑app authentication is our primary method of verification when clients contact us. However, if you are unable to authenticate due to being unable to access the app, you may remain on the line. Once the in‑app authentication attempt times out, the call will be transferred to a banker who can assist you further using alternative verification.
I regret that this process was not clearly communicated and acknowledge your feedback regarding access to our support channels.
Please let me know what the error is when you are trying to reset your login credentials so I can assist you with regaining access into your bank app.
Once again, please accept my apologies for the inconvenience caused, and thank you for bringing this matter to our attention.
Kind regards,
Marusha
Thanks for picking this up. I tried waiting on the line for about 2 minutes but the system automatically issued another in-app auth attempt.
How long do I have to stay on the line to be transferred to a banker?
Thanks for picking this up. I tried waiting on the line for about 2 minutes but the system automatically issued another in-app auth attempt.
How long do I have to stay on the line to be transferred to a banker?