Co-operative Bank

I have opened two accounts with the bank after moving here from Australia and they could not have been more helpful. They explained everything in detail and guided me to the most appropriate accounts for my needs. All the staff I have dealt with have been very professional and courteous. They even helped me to set up G pay on my phone. I cannot praise them highly enough.

I phoned you earlier today to open a current account, close a cash minder account I have with you and transfer the balance to the new current account. After twenty minutes waiting to talk with a cooperative bank team member, she told me I cannot do this on the phone. Why is it not possible to make it clear on your website what cannot be done on the phone before I wait in a long cue to be answered?

First it took 5 attempts to log on. Then it took ages to identify me, and work out how to display the data, and then it threw me off by logging off twice. This really sums up the co-op bank. It dosen't work, it's like a beta site, terrible. What a mess. If it wasn't such a hassle to move banks I'd have done this years ago, when that guy was snorting cocaine in the co-op boardroom.

Thank you Chris for your reply.I have asked Trustpilot for their comments and am awaiting an explanation from them.I don't intend entering into any further dialogue with your organisation as that is a totally futile exercise and a waste of even more of my valuable time.One tip Chris;customers are not interested to hear that Coop Bank is sorry.Customers want and are entitled to speedy resolution of the problems they present you with.Your management team need to waken up and start doing what they are paid for.I stand by every word I have wriiten about your organisation and have the documentary proof to back up my statements.

I wanted to visit the Chelmsford branch today to pay in 2 cheques.
The website told me that the branch closed at 14.30.
So arriving at the branch at 14.05 to find it was already closed with a notice on the door saying closing time is 14.00.
Annoying and unprofessional and quite unlike the branch's usual efficiency

Faster payments to my Co-Op account are never instant, but take anywhere from 10min to 2hrs to arrive, whereas with all other banks I have / had accounts with it’s instant.

Transferring money out to other banks / accounts is immediate, but any money coming in, including refunds, take incredibly long. For example, I regularly order from and return clothes to a retailer. Usually, with all my other accounts, it takes exactly 24hrs for the refund to clear once it’s been issued via PayPal. The latest refund was issued on Friday at 17:50, which means with other banks it would be back in my account the same time the next day. With Co-Op bank, I’m still waiting 60hrs later, Monday midday, and no money has materialised. As all banks I’ve ever dealt with, they try blame this on PayPal or the retailer, but I know that’s not the issue (because with all other banks the refund clears in exactly 24hrs), which just means being patronised and fobbed off even more if you call and query the delay.

The other key issue for me is that there is no pending transactions function on the online banking statement. It takes days and days for some transactions to show up, so the only way to keep track, ironically, is to keep paper receipts! All other banks have a pending transactions section where all payments made by cards show up immediately.

In the interest of balance, I’ve noticed that the one payment that does reach me unexpectedly quickly are the ones sent from my parents from their German account. If transferred on a weekday morning, often the money clears the same day, usually in the afternoon.

Setting up my account took weeks. I applied online for a basic account, and it took almost two weeks just to get the letter to say your account is being opened. No email confirmation, either!

I’m happy to be with a more ethical bank, but there is a price to pay when it comes to speed and to simple everyday functions, and some of us simply can’t afford to wait needlessly long for money we’re being owed.

They removed about thousands of pounds from my cash minder to some one who never deserve it and when I called them they told I done that transaction myself.logically how I can pay some one who don’t deserve and I was leaving that place after a few days?i called them and they promise to investigate finally they sent me a useless letter that shoes zero honesty in this bank and staffs .i never feel safe with such a bank and will complain to the Ambudsmnan very soon and will leave this bad bank soon.i did try to message them true of my personal online banking and she make some thing that I never even can message them from my own online personal banking.are we crazy to stay with such a dishonest pirates?i think reforms need to be done in uk system because the police and system by ignoring decent people created a very safe heaven for criminals and frauds in Britain.history shows such a bad system and dishonest people will have a very bad and dangerous consequences.

In response to my previous comment I clearly put the account with the contactless card didn't know have the pin number put in it was a different account number completely but your comment states that your staff could unblock the other card we spoke to a young man and he said oh just order a new pin number my friend now has to wait 8 weeks for their next treatment due to restrictions so thanks for that they are now totally housebound not even allowed out as they have an autoimmune disorder but please read peoples people's comments properly before commenting

I’ve been a Coop Bank customer for a fair few years now, but within the last few days I’ve instructed them to close my final remaining accounts.
The customer service I’ve received from them while being a customer has been very good so can’t fault that part.
The reason I decided to leave was due to the Coop’s technology side of things. Online banking including the mobile app seems to spend more times down than operational.
Another gripe is that if your sending money to your coop account from another bank it doesn’t show straight away in your coop account. This can take anywhere between 30-60 mins, whereas it shows in seconds with other banks. It’s ok sending money out from your Coop account, it’s the incoming payments that are slow to show. Coop’s banking technology needs to get updated as personally I think it’s a lot slower than other major and challenger banks.
I’ve edited the star rating from a 3 to a 4, this being purely because of the customer service side is spot on. It’s unfortunately the technology side that lets them down.

Unfortunately co-op business banking is way behind anything else out there with the actual banking website (not the modern main one) looking like it was designed 20 years ago and is equally clunky, with nothing changing in the 8 years i have been a customer. It took ages for them to offer bank feeds for accounts software, but since March 2020 that was dropped without a replacement or a timeline to get something running again, which has spiralled my accountancy time. This was the final straw for me, plus the phone line is slow and there is no way to contact them electronically. I have actually had to write letters on occasion. They are not a business that moves with the times despite having a sizeable customer base. They also still rely on a small dongle for 2 factor authentication (easily lost) rather than a mobile device app, which doesn't even exist for business.

I've been with Coop Business bank for 8 years. It was not easy to use online. But since it was 'updated' 10 days ago it is completely unusable. Keep well away. You can't see your recent transactions which makes reconciling accounts impossible. The website sort of lets you request to see transactions between chosen dates, but it doesn't show all of them. If you are already banking with them like me, the website makes it extremely difficult to find what you need to move to another bank. Fortunately Starling bank handled the switch of DDs and list of payees and today I am completely out. Such a relief.

I have been with the Co-op bank now for about 12 years. I joined so I could have the FSB business account. I have had no complaints until now.

This new online banking website is junk. The most impractical, complicated and user unfriendly site I have been on.
Its been thrown together by a bunch of amateurs by the look of it.

If they don't change it back to how it was I will be shifting all my business banking somewhere else.

If I could give negative stars I would...I have been a business customer for nearly 10 years now, the online banking has barely changed and whilst annoying that there is no mobile app at least it worked. This morning I have logged in and the new interface is terrible. I work in IT and it looks like this has been barely tested.

The biggest current problem is that I can find NO WAY to view recent transactions - my most used function of the tool. PLEASE PLEASE CoOp address this immediately otherwise I am moving.

UPDATE: The online banking has now been "fixed" so that you can review recent transactions, but I still think that the interface is poor and given the attempt to overhaul it a MUCH better job could have been done. Still leaving at 1 star as other banks have much more intuitive and properly designed online banking.

Further update to reply below 6/6/20
UPDATE SHOWN BELOW.....3/6/20
What have they done to the business banking website!!!!!!!!!!
The old site although poor, worked and you could see at a glance transactions over the last few months. Over the last ten years I was use to its quirks because at least it functioned
I can only see today’s transactions, no statements, no reports (that are user friendly and they crashed) no PREVIOUS or RECENT TRANSACTIONS. Business transactions is what I use the most. I can’t confirm if payments have been received or made. I have no idea what position the account is in!!! Has no one asked customers what they need??
It’s slow and crashes. Has anybody tested this system???!!
Why suddenly do you have to click multiple buttons to get anywhere and no where because it’s ground to a halt?
What a shambles. A year 11 IT student would have done a better job on their own let alone an IT college student. What were they thinking!!! How to spend lots of money and time trashing the system and customer loyalty in one easy step!!!!!!

#UPDATE: 3/6/20
For those interested a transaction search has appeared today!
I’ve managed to list the last two months transactions.
Procedure as follows:
From MAIN MENU click ACCOUNTS, TRANSACTION SEARCH.
Select your account ID
Select TRANSACTION date range
Click SEARCH
You can even download it as a PDF

#UPDATE again 6/6/20......
Thank you for your reply Chris and a link to the instruction manual. I will read it with great interest having previously struggled to get to any help information. It does appear as if further things are being 'switched on' although the number of clicks to reach a destination appears excessive. The website is certainly running more smoothly now. As further information for your digital team, one of my standing orders had failed because in the transfer the reference number got deleted so when the payment was made it got returned due to the lack of reference details. The others didn't have reference info so I can't tell if this is a one off. I have now subsequently made a direct payment which has worked and managed to set up a new standing order although i'm struggling to find how to clear the old one at this stage. I'll read through the instructions. Thank you for your help. Michael

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