Bank of Scotland Reviews 

Trying to operate the previously good banking app is now impossible. Today I made a large-ish payment online. A telephone call with a very courteous operator asked me several questions to verify my authenticity- and my voice print verification.
Everything was fine. Within 10 minutes of that call, I received a robot call telling me my payment had been declined. I have tried to contact someone every 5 minutes to clear this up- but all I get are automated replies asking obscure questions. This bank no longer serves it's customers-which saddens me as I have been a customer for 46+ years. I will need to change my bank.

Absolutely Awful Bank - Stay Away

I tried to sign up for a new current account, hoping to switch across from an old account and benefit from the switch offer. However, upon reaching the ID validation stage, it all fell apart. Despite repeatedly uploading my ID into the app, as prompted, this did not seem to register as every time I opened the app it took me back to the "verify your ID" screen. Following advice provided in the app and via emails, I twice visited their partner branches - Halifax and Lloyds, at my own expense, and provided my ID in branch. Despite this, no further progress was made with the account and I have now been informed that my application has been cancelled as I apparently haven't shown proof of ID.

The whole process has been a shambles, and frankly I am now put off from considering banking with them or their partners in future.

Terrible service im fed Up of deal with them every single months i cant top Up my mobile,to try dort It i have to call 1 hour they never gave me a compensación for this time snd money Lost,but its worse than that i still having same problem monthly acerytime i try sort It,today the app was wrong and i paíd 3 times same amount to a nursery i called them 1 hour waiting ( with the excuse they are busy😡contract more people its not normally to wait one hour for get in touch!!! Well the last Told me 4,30 ill get the money back now IS 5 pm and nothing changed now i have to call 1 hour again to sort It fed Up honestly and now they took the only bank in the área the shut 7 banks in the área you cant go in person to sort things its Just disgusting a company millionsñary and do that to customers,worse service i recieve from s bank in my Life

Don’t recommend this bank at all. I have business and personal accounts with them. Since last year the service got worse and I lost more that £20k since last year between rejecting payments, technical issues, and many other excuses they give to customers. They give wrong claims number and then they say we can’t find the claim. The waiting time to answer the calls is between one hour to 90 minutes. Worst bank in the world and would never recommend it even to my enemies.

THE WORSE CUSTOMER SERVICE IN UK TAKES 15 mins TO EVEN GET AN OPTION TO GET THROUGH TO SOMEONE. WHEN DO FURTHER ON HOLD FOR 60 mins +

Payments are also sometimes charged twice then reimbursed. The worse bank in UK

Bank of Scotland customer service used to be grand. However, I recently tried to report fraud, and found myself in an endless loop of:

1. All telephone numbers direct me to the app then disconnect.
2. The app says 'I can't help you, but I'll have a human call you back' then disconnects. The human NEVER calls back. 'Until then, try the website help.'
3. Web-based help directs me back to the same phone number, and the loop begins again.

This is not customer service. I did manage to speak to a human (I think) when I messaged BofS on Facebook, but they only directed me back to the phone-app-web-phone loop.

My only conclusion is that BofS doesn't care if customers are defrauded, or even if their basic service needs are met, as long as they don't have to pay human employees.

There are a number of banks that are advertising human customer service, and which have much higher Trustpilot ratings, and I'll switch to one of those.

have had issue trying to log in for a number of days did not recognise my details I knew my user name was correct the bank had sent them to me when first started using internet first person I spoke to confirmed details ere correct he informed me it people had been changing some details he put me thru to fraud dept women tried to help me but could not find reason and assured me no one at bank had changed my user name she put me thru to tom who was exceptionally helpfu I suggested check audit trail to se if had details of user name being changed and if so what was the ip address lfrom where change occured informed me was gaps in audit trail still cannot log in accno01006832 have tried changing user name passwords onlybut never get a ny further than first part of login which does not r ecognise me at wits end trying to logon from usual laptop please can someone help you have always resolved any issues in past is there something more sinister going on here

You ask a question then they say they will get back to you. But then they end the conversation so you reset to a new question so quickly. You can never fix anything.

This is about the Bank of Scotland App on Android. The App stopped working on Android 9 so I bought an upgrade phone using Android 12 and every time I try to open it, I get the message that "we are having technical difficulties etc" It's been going on for months and you would suspect that they would be aware of the issues and be taking steps to fix. I have to use a computer and log in via the Internet to find my balance.

How many times does my son have to prove his id, he eventually got it to work and was told to wait 24 hours to be told to go through it all again rediculous waste of our time

Excellent personal service from Andy today regarding an international payment. Helpful and knowledgeable.

The website has the least intuitive security for logging in, pretty much guaranteeing that a human will just have to write down all their passwords. If anything goes wrong, you have to call them to unblock the card, which requires navigating their insufferable automated voice service followed by a series of security questions. Everyone else just uses two factor verification.

I went to bank of scotland Glasgow
As thay are the only one who has
A coin machine. As i was yousing it i notice it wasn't counting properly? Each time I asked for help staff where just walking past then suddenly a person ho said he works
For the branch came to help saying
That there has bean a problem with this was happening was some time?... when i asked ho he was ? He told me he was security.. i told him he was in the wrong for telling me about how this was going on in the bank ...told him that i would like to speak to the bank Manager. standing
Around for 20mins no one came
So i had to leve my money and walk away frome it. 3 times each time told someone was coming i then asked security what was happening with the manager turned round he was at the little Café shop in the bank on his Laptop. So he then came over to help we had to sit and bag all the cash we seen it had also payed
Out less . I had Around £320 £350
Got £237 back ? The bank has put £43 into my account as to say sorry for this ¿¿¿¿¿????? £43 it took Around £120 of me . I feel like yous are saying so what. Take it or walk
away thanks to the complaint manager he is saying he's looked at my complaint and is happy. 🤔🤔🤔🤔 THE BEST WAY YOU CAN MAKE THEM JUMP . YOU CAN FIND OUT WHERE THE HEAD OFFICE IS BY ASKING GOOGLE MAPS.
TURN UP WHEN U ARE IN THE BUILDING YOU CAN THEN SAY BY LEW IT SAYS I HAVE A RIGHT TO SPEAK WITH A SUPERVISOR
Or manager it works.
Trust me i will give yous a üpdate
Soon as.
thanks never give up .

Yreated like a conman what a shambles big complaints been made and i will not let this be forgotton therd afyer your money not your service

The Benbecula branch of the Bank of Scotland has been closed against the wishes of the local community.
The staff were professional and friendly.
However this bank has little or no interest in it's customers particularly in rural and island communities.

I had an issue recently where I had not received a refund I was due so contacted the bank. They understood the problem, took it seriously and gave me all the relevant information of what I needed to do. I phoned after waiting the required 15 days and the bank refunded me,
while they investigated and tried to reclaim the money from the company who owed me it. The calls were also answered quickly.

This institution is in the dark ages. It’s Saturday, I can’t access my online app and need to make an urgent payment. Help desk only open Monday-Friday.
In what world is running a business only during week days an option. Talking of which local branch closed Wednesdays. That leaves you a 4 day week. Not in this lifetime.

I had a mortgage with The Bank of Scotland for many years. When the term came to end I decided to sell the property and pay off the mortgage. The sale took longer than expected due to problems along the way. The representative from the bank said as long as we provide evidence that their was an offer on the property and kept them up to date they would take no further action. As soon as the information was provided they took us to court for reposession. I totally understand that we had exceeded the usual grace period given but the delay was beyond our control. In addition to that we were still paying the mortgage. When the property finally sold we had to pay court costs, their solictor's fees and an addition sum of money for every day the property remained unsold. I think that is outrageous.
Please think twice if you are considering taking out a mortgage with them.

Very poor service

Back in the day, when we were allowed to speak to a human being over the phone to resolve a simple banking query, you would expect to have the issue dealt with in a matter of minutes, not hours. Today, I tried and failed to speak to a person, and was forced to use their god awful chat support system where I was kept waiting online for hours to find out what happened to the credit card and PIN number they supposedly sent out. No apology from the agent regarding the waiting time, no respect or consideration at all. Yet they still expect me to pay the ever increasing account fee every month. I shudder to think how their elderly and vulnerable customers navigate this system. I will be looking to move banks ASAP.