How’s your bank been dealing with the coronavirus pandemic? Do you have the support you need? The Which? Money Helpline wants to hear your experiences.
28/09/20: Queues outside banks
The Which? Money Helpline has been made aware of queues outside banks as a result of shorter opening hours, with some people being turned away as their visits are deemed ‘non-essential’.
If your local branch has been closed, or you are unable to get to one, it’s no easier to contact some of the banks by phone. Some are keeping people on hold for well over an hour.
Of course, we have all had to adjust to the changing world as a result of the pandemic, but it’s frustrating to still see people struggling nearly six months after the start of lockdown.
Many people find online banking difficult or impossible to operate, especially if they don’t have the support they need.
As one of the experts on the Which? Money Helpline, I speak with many Which? members that are at their wits end dealing with banks and credit card companies. It would be interesting to hear your experiences, good or bad.
Are you concerned at the possibility of more branch closures in the future?
15/05/20: Contacting your bank
The UK was put into lockdown on the 23 March in an unprecedented step to attempt to limit the spread of coronavirus.
This led to a very significant increase in call volumes to banks with many customers needing to arrange payment holidays on lending, overdraft extensions and make urgent transfers to cover important bills.
Whilst this was very frustrating, most people could understand why call centres were suddenly so busy.
Six weeks later, as one of the Money Experts on the Which? Money Helpline, some banks are still keeping their customers on hold for well over an hour.
I recently spoke with a caller who had been trying to get hold of their bank for an hour and a half – she eventually hung up in despair.
As she had tried many times before, she went to make a complaint using the bank’s online tool and found that she couldn’t even do that as the email kept bouncing back.
She was only able to resolve her issues by visiting her local branch and potentially putting herself at risk of being exposed to the virus.
How is it for you?
How do you think your bank has dealt with the pandemic? Is it giving you the support you need and good customer service?
We’re keen to hear your experiences of trying to speak to someone, or visiting your local branch.
Maybe this is the first time that you have stepped inside a branch – was it well-managed? Was social distancing being observed?
Have you waited on hold on the phone for ages or struggled to contact your bank by email or online?
Helping our members
Did you know about Which? Money Helpline? It’s staffed by financial experts with more than 100 years’ experience in the financial services industry between them.
Members can ask us questions about a range of personal finance subjects, and there are no limits to the number of calls you and your family can make, or the length of time you can spend talking to us.
What the Which? Money Helpline can help you with
- Borrowing – credit cards and loans
- Car, home and travel insurance
- Equity release
- Long-term care
- Protection insurance
- Savings and Isas
(We do not offer regulated financial advice).
Which? members can call the helpline on 029 2267 0001.