Horiffing first customer experiance for a bank.

This is my experience with old mutual bank. Cant login to rewards. had to share all login information including passwords and usernames with the consultant on the phone as everything else was failing due to your faulty system which i still cant login to. so now i have to close and reopen account as a security measure and got all the sms fees from the countless password resets (yes which i shared with the consultant) that didn't work. PS reward login wasn't working before i contacted customer care and i contacted the consultant through official channels.

SMS fees get you everywhere (including just to open the account and activate the app. cant choose email instead for login and app activation even after years of sim swap *****.

app notifications arrive very late long after the email notification.

Get different information about the same product from different employees. (especially about interest payouts) please train your branch staff better especially as one staff member didn't even know what interest is. I asked what the interest rate is and they just went off about bank fees (didn't have a clue what was asked). So looks like any query i have i need to phone but i suspect the customer care is using an expensive premium number just like so many call centers of other companies are. charging people a premium (sometimes more than what even a doctor would charge per minute) just to wait in a calling line is very underhanded and terrible for a bank that like any financial institution is built on the premise of trust.

Need ID book just to speak to a consultant in the branch and ridiculous waiting times in the queue. (wish you guys would supply a few telephones by reception that customers can use to contact your call center so we do not risk being charged premium call rates, i don't trust any call centers because of this premium number practice)