“Opening an account with them is unnecessarily difficult, complicated and if it weren't for the incentive, a complete waste of time. We tried to open once already, but the process took so long (weeks) that when they said we had been approved we decided not to proceed. For some reason they could not make a decision on whether we qualified for an account and could not tell us exactly why it was taking so long either. We tried again because they had an incentive, and when it got to the stage where we had to install mobile banking on our phones, the security questions and passwords, security pass numbers we were required to remember was like a mental obstacle course! If I'm not mistaken there was a security key, 3 security questions, a username, a password, a digital passCODE that we had to remember just to install the app. It is ABSURD that the initial password they ask from you was not even the one required to open the app, but a separate digital pass key, and then a 6 digit number on top of that. Then there is a code generator that you need to use so that you can log on to Internet banking if you ever need that.
I'm a pretty mentally agile, technologically literate woman in her 30s and even I found this annoying and complex.
Then the lady at the branch rang us a day after our appointment to say our proof of address was not valid, so could we go back in branch and supply another one?
Do these people not understand that it is not easy to just haul ourselves (joint account and 2 different schedules, plus children under 3 on tow) to go to the branch some 30 mins away and give them documents that they should have been competent enough to screen while we were there?
Which reminds me. The morning of our appointment, the branch was closed due to a power outage so we headed home, only for someone to call us 10 minutes after the appointment time, to say could we go to that other branch instead? On we went to the far branch.
When you're on the phone with them too, the number of QUESTIONS you have to repeatedly answer is just so annoying. What a waste of time going through the digital security steps, only to be asked again by the agent for the exact same details, then for some reason, they ask you AGAIN "to confirm". I don't know if they are just being extra secure or simply incompetent.
If it weren't for that damn incentive I would not put myself through this. It makes me realise I have more self worth and my time is worth more than whatever their cash incentive is. For sure I will be leaving once it lands in my account. STAY AWAY.”
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