“New app removed the ability to search transactions beyond one month. Didnt add any new features such as paying in cheques and is generally worse than the old app is every single regard.”
“Subject: ThinkMoney: Terrible Experience with Thinkmoney Banking
Subject: Terrible Repeated Experience with Thinkmoney Banking
I am compelled to share my dreadful experience with Thinkmoney Banking, which has left me frustrated and financially strained. Despite numerous attempts to address my concerns, I have received neither acknowledgment nor a satisfactory resolution from their end.
One of the major and repeated issues I have faced was the unauthorized blocking of my existing debit card, which is valid until 31 December 2023. Despite multiple complaints and requests for assistance, Thinkmoney Banking has displayed a shocking level of negligence by not responding to my emails, phone calls, or formal complaints. This has resulted in a complete lack of access to my funds, putting me in a precarious financial situation.
I explicitly communicated that I had not received the new debit card and requested the reactivation of my existing card until the new card is issued. However, despite my urgent plea, there has been no action from Thinkmoney Banking. Therefore, I have no other option than to escalate the matter to the Financial Ombudsman Service by tomorrow, 25 November 2023.
Moreover, Thinkmoney Banking deducted monthly charges of £10.95 from my account, even though they failed to provide the agreed-upon services. They have also unlawfully taken an unauthorized deduction for the next month's fee for 17 December 2023 is particularly egregious, considering the unresolved issues and the bank's failure to fulfil their legal duties.
In light of these circumstances, I have decided to close my account with Thinkmoney Banking and formally request a full refund of this month's fee (£10.95) and the next month's fee (£10.95). Additionally, I expect compensation for the inconvenience and financial strain caused by the inadequate service provided by Thinkmoney Banking.
This entire ordeal has been a disheartening experience, and I strongly caution others against trusting their financial well-being to Thinkmoney Banking. Plus you can get a better service from many other bank accounts providers within just 3 minutes and for free and without paying the monthly unjustified account fee of £10.95. Therefore, I recommend that you open a better bank account with better banking facilities with the following banks: Kroo Bank or Monzo for free.”
“New app is not fit for purpose. Budgeting is wrong. Account stating shortfalls when there is money in the spend account that would previously have automatically been moved to bills. New bills are not automatically set up as they said and have no option to add it as a bill so it is budgeted for unless I want to pay it by standing order! Absolutely shocking.
Can’t get through on the phone. Emailed and they responded 5 days later without resolving the issues at all!
I think I will be moving from Think Money after 12 years+ with them due to this! I have bank accounts with other providers and only stayed with Think due to the ease. However it is FAR from easy with them now and in fact is wholly stressful having to check my account daily to see if it has rectified.”
“Been trying to update my mobile number to sign into new app for five days running now locked out app can't access money or transfer for bills every day over 2 hours trying wtaf”
“I'd give them lower if I could, absolutely awful customer service if you can get through. I've been without access to my account for 6 days now and not even close to resolving the issue. What kind of idiot turns off the old app whilst the new one is not tried and tested? I'm sure think money have made an awful lot of money from this though.
Can someone call me to resolve my issue as my account doesn't appear to exist. Please sort this ASAP so i can move banks, what an absolute joke in this day and age.”
“Dear Sir(s)
I’m writing this email to expose what I consider disgusting and unacceptable behaviour of Thinkmoney towards my person as customer.
Thinkmoney is been dishonest and deceitful breaching rules and regulations under the Financial Ombudsman and the Financial Conduct Authority.
Both regulators are aware of this situation and formal complaints was raise. Financial Ombudsman was raise this concerns whit Thinkmoney.
Over 3 weeks ago I was denied access to the thinkmoney app. After several calls to customer service to find out what the issue or any explanation for this I was neglected and misinformed.
In different occasions I was told that was technical issue; I was told someone will contact me ; I was told that in 7 days I will have resolution for this situation.
All of this was lies and only happen for thinkmoney take advantage of my lack of information.
I was provide whit any information why my account was blocked.
Not aware of this and expecting funds to be transfer to my account I trust in thinkmoney and believe they should behave in good faith.
I was wrong.
After confirmation the funds was paid on my account I did check and for my surprise the same funds was not showing.
I contact again thinkmoney to raise my concerns and once again I was neglected and no explanation given.
Thursday 23 March I received letter from thinkmoney informing my account will be closed on 26th March. I call again and I was informed that restrictions was in place in my account and I wasn’t able to access my funds.
Thinkmoney know from the beginning 3 weeks ago that my account will be closed and restrictions was in place. But they hide that from me and dint disclose that information.
Knowing that thinkmoney accepted funds to be transfer to my account when the same was blocked already. Funds that wasn’t not showing on my balance. Thinkmoney with bad intention denied access to this funds and what they decided was closed my account.
This is unacceptable and show lack of customer care. This show how dishonest and deceive its thinkmoney.
I have family to feed and bills to pay. My soon is in hospital and I can’t provide better options because thinkmoney left me in a very difficult financial hardship.
I will make sure the consequences resulting for this will be thinkmoney responsibility and should be thinkmoney accountable for it.
Whit this in mind and whit respective complaints to Financial Ombudsman and FCA I intend to proceed whit legal action and expose the situation whit the collaboration of Financial Times editor who been in touch regarding this.
Never profits should be above of any human be. This is completely unacceptable and disgusting behaviour.
Regards
Jorge Ferreira”
“I did a normal faster payment from another bank on the same day I have done for years and before the new app it would go straight through. This was last week. I called mid day to ask why it wasn't in my bank to be told it can take up to one working day and due to it being a Friday it most likely won't recieve this till Monday.
I told them I only have a very small amount in my bank. They said nothing they could do. I phoned 5pm on Monday to be told it should be in by 6pm still nothing. I called again Yesterday and even offered them the faster ID but they said they don't use them. I said this is my money and I have literally nothing left in the bank due to always putting this extra payment in. They said all they can do is investigate and can not give me a time frame. I called again today at 5pm to be told there is no update and there are more customers having the same problem. I have no money in my account and they just don't care there mistake and leaving someone with no money. Disgraceful customer service. I have been with this bank for years.
Since getting a new card I can not pay for things like I used to as they are not excepting it. The bank said its the companies fault as they need to switch it over to a recognise it as a debit. They can not do anything. So in this last month I have incurred charges, miss payments all down to this bank. I will be closing my account what am I paying an account fee for ???? and to not even be able to put money in it leaving me penniless for the rest of the month.”
“Absolutely shocking bank won't let me withdraw money witch is child benefits 6 year old son will be of school now because I can't get is pack lunch stuff im taking u to the papers and citizens advice your banks a scam dont use them they rob u for 15 pound a month to use the bank i cant get money out of worse bank ever”
“Please take note: Some folk on this thread are posting personal details. This is publicly viewable and you must stop doing that. You're putting yourself at risk.
As for think money, the wait times aren't long because they are 'particularly busy'. They cut staff massively, hoping that the app would make this one big, low-overhead cash cow. Ofcourse it is disgusting they're charging you for their service, but remember, you're paying it, and that's the problem.
You can get a free account with no fees and no bounce charges, no problem. Think money are obliged to make this as straight forward as possible, helping you to transfer current debits and standing orders, seamlessly.
Leave think money! It is the only solution you have.”
“I've had no access to my account for 3 weeks, I've had no debit card sent to me, to feed myself, I've had to borrow from friends. I'm 72, now I'm so far into debt, I can see no future.”
“I have been trying for over a week but I still can't get anyone to answer the phone ALL I want is a new code to get onto the app, I think it is terrible service I can't get to my money but I still have bills to pay”
“I feel for all the customers at think money you can't get through to customer service card declined every where you go why has this happened every one move to another bank think money work with capital one let's sue them to get our money back which is rightly ours”
“Horrible customer service (if you can even get through). The new app they launched is garbage and has removed the one decent feature the old app had which was budgeting forecast. Dont waste your money paying monthly fees with this place. It's not even a real bank (look it up).”
“The Think Money Customer Relations Unit is notorious for being staffed by vindictive low IQ malcontents with no interest whatsoever in Customer Service. The way round these idiots is to use the FCA Register and obtain the name and email address of the FCA Nominated Officer for Think Money - send your Complaint emails to him and copy to FCA Consumer email in London. Good Luck !”
“Appalling customer service. Waiting times over an hour to speak to customer service then they keep telling you to use app which does not answer your query.”
“Shocking!! I have been with Think Money for far too long simply because I don't like the hassle of changing banks. However for the 2nd time in a short while my card has been blocked when I tried to make payments. I am furious about this. I have plenty of money in my account and it is up to me how and when I want to spend it. I pay £ 15 pounds for their services (??) and can't even get a call back. Sometimes I have to wait for 40 minutes (which I pay for) to speak to someone to resolve a problem which I did not need to encounter. Absolutely unacceptable and I will be switching to a different provider asap.”
“Have been with this bank for 6 years, never use to be a problem apart form the ridiculous call wait when you want to speak to some. The last six months have been awful, £17.50 to be paid each month for them to organise your finances????? I called on the 30/5/19 and to speak to them about my budgeting to get through to someone that clearly had no clue. Inexperience staff that rely on a computer system!!! Went to London on the 31/5 after being paid and checked my app to make sure all of my bill money that was needed had been held correctly. Went shopping, reassure that all my bills were being paid as I was paying for this service" Woke up on Saturday with no money left as they hadn't accounted for my bills properly!!! Why am I paying £17.50 a month???? Raised a complaint to be told I would hear in three days... still waiting. Rang up customer service to be spoken to like an idiot by a rude, uneducated girl that had no customer service skills and only way of communicating was grunting down the phone saying she couldn't put me through to complaints but I still had to pay my management fee, avoid like the plague. My 6 year old daughter could do a better job!”
