Smile UKReviews 

No need to repeat all the comments made by other reviewers about Smile's appalling online service. Time to make a move methinks...

The worst customer support in banking, I waited more than 50 minutes calling each time after being cut off multiple times when trying to explain about my sick elderly parents difficulty accessing their online banking whilst in hospital, I was treated more like a criminal, the lack of empathy and support was beyond insulting.

I'm so glad I left smile years ago. Sadly my partner decided to keep the account open. We have just had an hour on the phone being questioned like we were in custody about a transfer out of smile to another of our accounts. They called us from a random 07 number and a random 020 8 number (google says marked as a scam) to try to verify the transfer.

Got through eventually and was questioned and patronised beyond belief about the transaction, talked to like a child. Not fit for purpose.

In fact, the call with the handler was so bad we were both in hysterics by the end of it.

We were "Smiling" but they certainly aren't co-operative!

The app is not working and guess what, mobile banking is suspended too! Try and call them if you need to transfer money or any other service!
Avoid like the plague!
Both my wife and myself are moving to other banks after 25 years!

This bank advertised to myself you will get an Overdraft if you open an account. It sounded appealing but that is where the trouble started.

Applied on Aug 2023, yet the account took 2.5 Months to open because their "A.I" Technology could not accept clear I.D Documents. Once this was open I used the Overdraft Facility just like any other Credit Facility. Cleared the Overdraft several times across the next 10 months. Just like any other credit facility was happy to pay the interest on it.
Then just a few days ago without any notice or warning my Overdraft was removed. This is supposed to be a Mutual Company, I have not even experienced this happening with a Corporate Bank.
I then had to proactively call Smile/Co-Op Bank and they explained we do not have to go give notice to remove an Overdraft. I know this is the case with every bank but to not have courtesy to give notice of your intent is a disgusting experience.
I could easily have my Monthly Wages paid into this account but after this experience from a supposed Mutual Company - No Chance!
*** Warning stay away from this Bank**

Loyal customer of Smile since their launch 25 years ago. We still bank with them, but have put up with so much ....... over the past several years. Maybe it was laziness, maybe it was loyalty, but we stuck with them. Definitely going to leave this time. Hours wasted trying to speak to someone on the phone, promised a copy statement within 10 days - apology received - will be sent within further 10 days ( so that's 20 days), and there is no online record as the transactions are over 6 months old. So much more I could say - The only positive is they used to be good!

It's a shame I can't leave zero stars. A perfectly legitimate payment to a main car dealer was blocked. After confirming via text that the payment was legitimate it took another two hours for the funds to be released, after waiting 40 minutes for someone to pick up the phone. Despite phoning to advise that activity was not fraudulent, three days later card is still blocked for payments. Tried phoning this morning only too get message 'sorry we don't open until don't open 9am'. No way to unblock using app/website and customer services all still in bed!

I've been a customer for nearly 15 years. When things are working the bank is great. As soon as somethign goes wrong you have to give up most of your day phoning them, if you can fidn the number. When you do the security procedures are so strict you won't get through. Dreadful, dreadful experience so I am, today, switching bank. Cheerio Smile. I didn't even grin

Patronising! Banked with Smile for a while now so should have known the system struggles when moving money or spending large amounts!
The lastest issue making a simple transaction from my smile current account to my other online bank account predictably went wrong...again
1st transaction was cancelled - okay possibly due to the amount so I’ll transfer it 2 lots. The first payment went through in seconds, the second amount - whilst debited from my Smile current account is now missing.

Fortunately managed to talk to someone on Smile telephone helpline - unfortunately the transaction had been flagged as fraudulent- I spent 20 minutes justifying my decision to use this money (okay I get it but it’s clearly a way for the bank to avoid paying if the money is being scammed…seems really underhand to me!
So my money is still missing - no guarantee it will reach my other account and they wonder why customers are fed up?! It is my fault, I keep thinking service here will improve and it doesn’t and I doubt it ever will.
Update 1. Contacted telephone banking again to try to find out where my money is as - it is still not showing in either account - after asking for a manager I was put on hold and then disconnected.
Update 2. The transfer has now gone into my account - the process has been stressful and undermines confidence in the robustness of Smiles systems.

Reassuring systems and contact about potential fraud on my account. Good to know that behind the scenes this proactive work goes on. Thank you.

I finally got around to moving my main current account away from smile after multiple frustrations. Now I can't even see my most recent transactions and they said I have to pay to see them! This after a 35 minute wait to speak to someone (calling is the only option) when I'm abroad. Now locked out of all my accounts having not passed their 'security' despite having access to my phone and using fingerprint ID for the app. Guess yet another half hour wait in the queue. The worst customer service, seriously you either write them a letter or call.

ISA account inaccessible. Email not recognised. No way to proceed online without a sort code and account number. Only contact is via premium phone number.

Update. Finally gained access with telephone assistance….. Correction… phone not premium, but lots of error messages and long queue times before I finally got through.

Smile have gone from the best internet bank to the worst. The App is very limited, the Visa Verify on the credit card is antiquated. The secure message response time has gone from a few hours to 5 Days!!!. Further Smile are almost impossible to contact by telephone. Again a huge change from when we first joined 20 years ago. Have finally decided to give up and close all accounts.

It was amazing working with this bank. can you please check your facebook page and reply my message? GEORGINA ADALEZ by username.

Terrible App, I can understand 'planned maintenance' will be necessary from time to time, but waiting up to ten minutes to view my account? I just give up trying. The access issue, ongoing for years HAS ABSOLUTELY NOTHING TO DO WITH 'planned maintenance', this is a daily occurrence. Thinking of quitting Smile after many years of loyalty. I received a call from their IT department and told 'nothing can be done, but thanks for the feedback'. Really? In this age of tech?Why after so many years is Smile being run into the ground? Why not get things back in order and be proud of the product, instead of making excuses? Utterly hopeless.

I can only repeat the experiences of others. They now block transfers as a matter of course so that they are holding balances for as long as possible without paying interest. I received no notification that they had done this until I contacted them through the painfully slow message "service". ( I am deaf so cannot phone). Only then am I am told it's due to security checks and I am advised to phone them - despite my constantly telling them I can't use the phone! A week later they have simply cancelled the transfer completely without explanation. Is the bank in trouble and having to shore up its capital by unfairly withholding balances?

Something is broken within Smile, it has not been possible to reset an account password using 2FA for almost two weeks.
If this service has been disabled for security reasons it worries me that is has been closed for so long.

I'm going to have to use a cashpoint to see if my account has been emptied at this rate.

I am now twenty five minutes into listening to an annoying audio loop on a premium rate line and not getting an answer, this is not a premium rate service.

This is all quite ironic....

"Smile - The Internet Bank"
That cannot cope with being connected to the internet.

If this call reaches an hour of wait time my accounts will all be moved.

Update:
I managed to speak to an agent who was polite, efficient and issued a one time PIN access number.
In hindsight I should have stayed on the call while trying this as the PIN was reported invalid.
The agent sounded about as stressed and tired as I would be with a relentless tide of locked out customers, not an enviable role so out of empathy I left the call.

I have an account with another bank that is a member of the CASS service, a few clicks later and I have initiated an account switch.

This decision isn't driven by the customer services response, it is driven by a loss of trust.
If there is a problem with access, how well are other threats being managed ?
Whatever team is working in this area needs a capability review.

After more than twenty years it is time for a change.

So long and thanks for all the fish!

Added a star as I did get through in under an hour.
(I don't use Twitter or FaceAche)

I closed my account with smile in February/March of this year. Unfortunately my brother sent me a big sum of money on the 13th of May this year. And he sent it to my smile banking account which was closed by the time. I received a letter from Smile dated the 13th of May saying that they receive the funds. (and by the way, I would like to know how they could put the money on my account as it had been closed for over 2 months !). Since then, I have been trying constantly to get this money on my current bank account. For one month I spoke with different people on customer service, of course after waiting for more than 1/2 hour on the phone, and each time I heard a different story. My present bank confirmed that they did not receive the funds and my brother did not get the money back ! They basically have stolen the money ! I am now ready to contact the Financial ombudsman with proofs and also citizen advice bureau. Don't trust them ! I want to sue them for fraud and theft!

Zero stars. I have been reading the appalling reviews which exactly reflect my recent experience. Transfers I have made to long-standing payees are apparently blocked by the fraud department. I phone Smile and they say the payment will be made and it’s now all fine…except that it isn’t. What use is a bank that won’t let customers transfer their own money? I have been a Smile customer for over 20 years but I am switching to another bank now.

Just looking at other reviews, and realising the incompetence of smile/co op bank is endemic. I have been paying my visa credit card via my smile account for forever. Suddenly no more, a confusing message, and money returned to my current account. Have sent secure messages to find out why, and am fortunate my account is not due, because would be charged interest, which I always avoid. Last time I phoned regarding a problem, I spent over an hour waiting to be answered, by an unkind and dismissive advisor, so am quite scared to do that again, not to mention waiting time. I am elderly I appreciate, but I am not “stupid” and have always had control over my accounts and spending etc., Infact I am very efficient when it comes to banking. I joined smile many years ago at the beginning, an ethical bank, but so saddened to realize with this latest negative interaction with smile I am going to have to seriously consider moving banks. This has actually really upset me, and obviously others if these reviews are anything to go by.
So it is now 7/6/24 and checking the account again, and it appears the money went through over night, after it was returned to my current account the previous night. No explanation, I don’t like to ask just incase it confuses matters. Awaiting reply to my previous messages to smile/co op banks. But although it may be a nuisance to change banks (but I am advised it is much easier these days) I am not confident in smile/co op anymore. Just waiting for the next thing to happen, and very sad to actually see so many folk experiencing similar problems, especially like myself who have banked with smile for years 😢
Sent a message via messenger re call back as requested.
Received call from Justine on 7/6/2024. Justine “saved the day” as it were. Absolutely outstanding. Thankyou so much Justine, appreciate your help. It must be hard being in the direct line of so much negativity. smile should be glad they have you as an employee, I am 🤝