Customers are threatening to quit the Co-operative Bank after its mobile app stopped working for three Fridays in a row – it was down for the whole of last weekend – and then went down again within hours of the bank declaring it was fixed.
The latest incident, which left thousands of customers effectively locked out of their accounts for about 48 hours, has, it seems, proved the final straw for some.
Customers – some of more than 20 years’ standing – have been queueing up on the bank’s Facebook page and other social media sites to declare they have run out of patience and will be switching to another bank.
“My switch went in to another bank this morning. It’s a shame, but with no access to mobile, internet and phone banking (I tried everything) for days, plus no customer service available at weekends, it was time to go,” wrote one frustrated customer.
“App down again this weekend so couldn’t move money. Had to call, was on hold for 35 minutes before cut off as offices shut. I’m moving accounts – I’ve complained to them too many times and they don’t learn or understand customer needs,” wrote another.
The most recent problems with the app started on Friday 17 March. It then went down the following Friday. It was out of action again on Friday 31 March. It was reinstated at 11pm on Sunday, only to be taken down again for maintenance less than 24 hours later.
This is the latest problem to hit the bank. In August 2021, Guardian Money reported on claims that it had become almost impossible to get through to anyone at the bank’s call centres because of a shortage of call-handling staff. The problem persisted into 2022, when there were also problems with the app.
In recent years people have become increasingly reliant on mobile apps to carry out their basic banking needs on the move, and now many rarely carry the passwords and customer numbers that are required to log into internet banking.
The customer comments will make for grim reading at the bank’s Manchester HQ.
It was once known for being the UK’s most ethical bank, making it popular among Guardian readers. The bank is no longer part of the Co-operative Group after it was rescued by international hedge funds after its much-publicised problems.
“I have had enough and will be joining the exodus,” says Guardian reader Gary, from rural Lincolnshire, who got in touch with us.
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“I have been with the Co-operative for more than 20 years but I have had enough. The last time I had problems with the app, I opened a backup account at Santander, and I will now make that my main account. The Co-op shut my nearest branch, meaning I now have to travel more than 50 miles if I want to visit a branch. The app just can’t be relied on. It’s quite common to be frozen out of making online payments, at which point you have to ring up to get it unblocked, but the call centre isn’t open after 6pm,” he says.
A Co-operative Bank spokesperson apologised to affected customers.
“We are really disappointed to inconvenience our brilliant customers and are committed to providing the service our customers deserve. Our colleagues have responded rapidly to support our customers, and we have colleagues working hard to compensate customers for their inconvenience.”
Customers who are out of pocket because of the problems making payments should contact the bank so it “can put that right”, they added.