I downloaded new app as instructed went to log in and always says cannot find account. Husband can log in, verified it’s him and managed to activate new card. I emailed as couldn’t get through on phone and was told they couldn’t help I’d have to phone I’ve been trying to phone for about week and a half. Was on phone to them on Friday and After 2 hours waiting think money hung up. I now cannot use my old app or card and have to ask my hubby to transfer to another account. I have emailed and was told the app has been logged into and changes made! Yes by my husband my log in keeps saying account not found. Tried to phone again this morning at 8.10am and was told there was a 10 min wait which was fine until you got to the end of the message when they say we cannot take your call now. What’s the point of updating an app and leaving customers without access to funds. Diabolical service and seems no one wants to help answer is always phone. You can’t!!!!!

Is this the worst app ‘upgrade’ in history? The last app was hardly earth shattering but perfectly functional and did everything you needed. Now…? App is UGLY, clunky, all transactions bundled into one long ugly list, impossible to easily keep track of card vs automated payments (I thought this was the entire point?), my budgeting didn’t transfer across correctly so I missed the first DD payment in years as was on holiday and didn't notice you hadn’t paid it (probably impacting my credit rating for years, thanks). The patronising scam warnings from the instant you open the app and every single time you try and do anything are infuriating. Worst of all, my card now doesn't work when making payments online through another bank’s apps, to make a credit card payment for example, which costs me huge amounts of time and no end of grief. Oh and I still can’t use my card via Apple Pay which was about the only thing that appealed when you told me you were forcing everyone onto new cards and apps. I’ve been with Think for years and heaven forbid anyone who thinks you’re actually going to answer your phones and speak to anyone. This wasn’t an issue when you had a functional, albeit mediocre, app. Now…? I bet customers are waiting 2-3 hours to speak to someone who more than likely won’t be able to sort this unholy mess you’ve created. You should refund every paying customer their £15 every month until you sort out this mess of your own creation. What an absolute disaster.

I think the title says it all really. There was absolutely nothing wrong with the older app in terms of its usability. The design was clear, unambiguous and lacking nothing. The new one however is a car crash of style (or lack there of) over substance. In and out transactions from both accounts are now combined into one confusing timeline, each being differentiated from each other by icons, whose designs have seeming fallen through a time warp from the early 2000’s. I do understand that there was likely a need to make backend changes to the app for security and maybe new features, but all of them could’ve been done without changing the fundamental basics of a pretty good UI. The whole undertaking just reeks of some over zealous project manager, over promising and underdelivering to higher ups thanks to an above average PowerPoint presentation shown at the last meeting on a wet and dreary Friday afternoon, where all participants had one eye on what they were doing over the weekend. The only improvement I can perhaps offer to the development team, who are likely already smarting from the kicking inflicted to their professional pride by the poor reviews so far, is to simply copy the old app and pretend that nothing happened.

I opened an account as my partner has banked with think money for years and highly recommended them. It was advertised that think money have the Current account switch service which isn’t correct. They only provide this service if you’re swapping to another bank, not joining them which meant I had to manually swap all my direct debits. I raised a complaint and they agreed it was false advertisement. I received a small compensation sum but now the AI smart banking function doesn’t work in my app and hasn’t since opening the account. I have logged a compliant 4 times and still not received a call back as promised and no solution provided. These were the two reasons I opened an account with and neither have been successful. Very disappointed and regretting my decision to close my old bank account.