118 118 Money 4+

Unable to change address via app. App creators stated this is not possible via app at the moment and to contact Customer Service. I have contacted Customer Service twice who are not aware this can not be done via app. Both reps assured me this would be updated. One even said they were escalating this. The bigger picture here is that when applying for credit, they search your current credit info for discrepancies so I’m telling them I live somewhere and my records with you are showing somewhere else. This doesn’t look good. Please can this be resolved and it would be nice if the Customer Services team are updated about what can and cannot be done via the app. Thanks

Hi, currently address changes can only be updated by contacting our customer services team. You can do this through the in app chat, simply click the feed icon on the bottom right of the main navigation bar and then click the chat icon on the top right. Thank you for highlighting the issue for the help section, we'll look into this.

App doesn’t work - period. 118 systems don’t work. Online chat is staffed with polite but ineffective people. They can’t do anything except look at your account and see the same thing you can see by logging in on a browser. Whoever designed and rolled out this app needs to be beaten with a chair. Other than actually making transactions, the 118 card is better used for scraping ice of your windscreen.
No matter what I set in preferences, it always -ALWAYS - asks for otp via text. That’s so super convenient when you have no signal or are abroad travelling with a foreign sim. It’s also so wonderful that the only way to use online chat is via the app, and if you can’t log in via the app you can’t chat- you have to phone, and if you’re abroad then that could be some serious call charged. Or you could email them and get a response that states they will respond within 5-7 days. Yes you read that right 5-7 DAYS!!!! Just a great example of the contempt they fell for us customers, proven by the myriad of recent reviews and still a terrible app.

Hi, sorry to hear the app isn't working for you. Please could you get in touch either by calling 02920 548 118 and selecting option 8 for mobile app queries or send an email to feedback@118118money.com with detail on what you're experiencing to help us further investigate and resolve.Thanks.- MA007

I don’t even know why they bothered with this “new” app! It doesn’t work. Although the last app had MANY issues it was functional and I could see my information on it, I could make payments, I could keep an eye on my account with this one - won’t even load my information, can’t find my details, it’s barely functional.

It logs me in. That’s about that. Then it says it can’t load my information and the screen is blank. I’ve contacted customer service (they don’t have an IT or tech department that could maybe sort this out over the phone), this was weeks ago. They also don’t respond on twitter, or any social media and when you get through the chat they can’t really help you with much.

It’s 2022, literally every financial company worth their salt has a FUNCTIONAL app and website, not this one. Honestly, don’t bother, it’s not worth it.

Hi Lillie, so sorry for your poor experience. We did suffer a service disruption over the bank holiday weekend which has now been resolved. Please try again when you next have a moment. Thanks.