TymeBank – Shockingly poor handling of ***** dispute and ignored address change request

I am posting this complaint after months of frustration, lack of communication, and zero meaningful assistance from TymeBank.

Issue 1: ***** / Goods Not Received Dispute

On 17 December, a **** merchant (ShopTread) took my money for an online purchase. I never received the goods. It is very clear that this “merchant” is a ****:

They have no working phone number

Emails go unanswered

They do not have a legitimate warehouse address

On 22 December, I contacted TymeBank to open a Transaction Dispute – Goods Not Received. I heard nothing back and followed up repeatedly by email for days.

Eventually, on 31 December, TymeBank called me and opened a case. I was asked to submit evidence, which I did immediately. The next day, I received the same email again asking for evidence. I informed them that I had already submitted it. After that… silence.

I followed up again on 12 January. On 13 January, I finally received a call and was told the case was open and being reviewed. I was promised a call back that afternoon. That call never happened. I emailed the agent the next day to follow up and received no response.

Later, I received this response:

“They are still busy with your case, we are waiting for feedback from the merchant which might take up to 35 days.”

This is completely unacceptable. The entire reason I opened this case is because the merchant is a **** and will obviously never respond. Waiting 35 days for a non-existent or *****ulent business is pointless and shows a complete lack of understanding of ***** handling. I made this very clear in my reply and requested immediate action to recover my funds.

Since then, despite yet another follow-up on 3 February, I have heard absolutely nothing.

This has caused me financial loss, stress, and a massive amount of wasted time. TymeBank’s communication and handling of this dispute has been appalling.

Issue 2: Ignored Address Change Request

In August 2025, I requested a change of address with TymeBank and submitted a certified proof of address within the required 3-month period. Nothing was done.

I only discovered this now when I received my latest statement and saw that my address was still incorrect. When I followed up, I was told to submit a new proof of address not older than 3 months. This is despite the fact that the original request was ignored due to TymeBank’s own poor service and lack of action.

I have made it very clear to TymeBank that this situation is entirely of their own making and that I am beyond frustrated with the ongoing lack of responsiveness and accountability.

In summary:

My ***** dispute has been mishandled, delayed, and largely ignored

I have been promised call-backs that never happened

Emails go unanswered for weeks

A simple address change request was ignored for months

I am still sitting with no resolution on either issue

This has been the most disappointing banking experience I have ever had.

I am requesting that TymeBank:

Urgently resolve my ***** dispute and recover my funds

Immediately correct my address details without further excuses

Provide a proper explanation for the unacceptable delays and lack of communication

If these matters are not resolved promptly, I will be escalating this to the Banking Ombudsman (NFO) and closing my accounts with TymeBank.