As one of the 'original members' when it first opened I used to have nothing but praise for it as being a quick efficient and polite 365 telephone service with good products. Over time it has deteriorated and with their mobile banking the telephone side is very poor - they are always experiencing 'higher than expected calls' -but rather than address this they seem to just expect customers to wait for ages. Today was the worst so far as I tried to organise an important large payment which had to be done through them on the phone -4 calls and loads of tie wasted either to be answered or get through to the right department - despite being told which one is needed. Incompetence and understaffed is not a good picture. I'm right off them of late.....perhaps need to change but to who??