Terrible customer service and contact centre experience.

The time taken to get to queries or emails and the time taken to answer their calls are absolutely disgusting to say the least. I wanted to make an outgoing payment to an individual in the UK. Firstly, their money app and online banking would not let me make the payment only to find out they were having issues making payments to some countries and UK was one of them. I then called the global payments department/forex and received a form i had to fill in and they would do the payment for me.

I was told that before the payment would be made on my behalf the form must be complete and they would call me FIRST to confirm the exchange rate and if im happy then only would they go ahead with the payment.

It was almost a week and I had not heard from them and then tried to make payment myself using online banking and I was able to. The system now allowed me to proceed.

Today I get an email stating they are about to process the transaction from the form WITHOUT even calling me to confirm exchange rate and fees etc...I immediately spammed their inbox with several replies stating I want the request cancelled immediately as I was able to do the payment myself. I then tried calling the forex department from TWO seperate phones at the same time and as of now, im waiting a total of over an hour for the very first person to pick up.

Their service and timely manner of answering queries is shocking and far from pleasant. They make banking so much more unpleasant.

PLEASE CANCEL REQUEST: OP***. IMMEDIATELY

Very dissatisfied client!!!!