Co-operative Bank 4+

Only joined this bank this year. Downloaded this app as my experience with my old bank Santander was very good. This app is nothing like what i was used too very disappointing and stressful. It logs me out constantly at least once every week telling me its unable to tell if its secure and telling me to restart the app however unfortunately i have no way to restart it as it does not give me any option so have to delete it and reinstall it every week so frustrating. Recently lost my card so immediately logged on my app to freeze my card however was no option to freeze or report my card lost just gave me telephone number to ring. Took ages to get through on the phone and was then passed to someone else, had someone found my card and decided to use the contactless feature in the time it took me to report it missing someone could of easily used it and spent my money. This app needs up dating with the times far to basic. Freeze card needs adding and option to block card when missing

We're really sorry for the inconvenience caused. We are looking into this. We appreciate your patience whilst we investigate. New features will be added in future updates, customer feedback will be key to any changes we make. - Chris

When I first started banking with the Cooperative, I greatly appreciated the ease and pleasure of telephone banking. 24/7 there were friendly and helpful operators easily available.

Those days are gone. Phoning the bank is to be avoided unless it is essential and one has an hour to spare. Presumably only a handful of operators are employed. However, at least there is a handy app. The app is useful in many ways and presumably saves the Bank from employing many people. But the app does *not* allow communications, which must be done by letter, phone or at a desk computer.

I have no idea why not, as it would greatly improve the banking experience - nearly all done by the mobile app these days. I have asked about and suggested this several times. Surely I cannot be alone. Why is the Bank so slow to implement improvements of this kind?

Hi, I'm sorry if you've had to wait to speak to an adviser when you called. We do work hard to improve call wait times and our average wait at the moment is around ten minutes. Thanks for your feedback regarding this and what you'd like to see added to our mobile banking app. It will be passed to the relevant teams. - Michelle

The Cooperative Bank is improving gradually with her services to her customers. The marked progress is an improvement on her average services to her customers in the past. It appears Co-operativebank lacks the visibility other banks have in the UK. Some ATMs do not recognise the Cooperative bank’s Cards. Customers like me have been forced to open accounts with other banks so I can operate freely by using my Bank Card.
Now I can use my Debit/Credit card to tap freely on sensors on the underground and other shops. It wasn’t possible for years. Where other Banks sought proactive ways to do their banking services, the Cooperative Bank lagged behind. A lot of work needs to be done to identify herself with current trends in the Banking sector. For the first time in more than 20 years, I was able to get an overdraft of £200. That was better than the past where I wasn’t allowed to enjoy the very basic of the basic from a bank I’d been with for over 20 years. A big let down that appears to have improved.
Thank you.

Hi Kester, thanks for your review. I'm really glad to hear that you've noticed these improvements. We are working really hard to improve our service and you will see further improvements in the future. Thanks - Jack