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Think Banking...

Last post 14 hours, 58 minutes ago by Ruth B. 171 replies.
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  •  14 hours, 58 minutes ago

    Re: Think Banking...

    I'm new to this forum so not sure how to go about this the correct way, but I just want to say that I have been a Think Banking/Think Money customer for about six years now and I think they are excellent. I've never had any problems with their customer service or accessing my money. In fact, when some of my colleagues don't receive their wages until Monday morning, mine go in early on a Saturday! So I just wanted to say Thankyou Think Money for all your help over the years and long may it continue!
    • Post Points: 5
  •  16 hours, 41 minutes ago

    Re: Think Banking...

    Hi Ca777vin,

    We've picked up your Twitter message and my colleague will be in touch with you to discuss your account.

    Thank you

    Steven Hewitt
    thinkmoney
    • Post Points: 20
  •  18 hours, 30 minutes ago

    Re: Think Banking...

    Same thing with me!
    Joined Think Money last month & everything was great for 5 days. On Friday i tried making a small purchase & the card was rejected. 'Coincidentally' on the SAME DAY i'm unable to login online & after waiting 20-30 mins on the phone, they tell me 'Some customers are having tech issues."

    I have -FIVE-SEVEN transactions they confirm to have received but haven't allocated to my account!!!
    ..It's now 6 days, 8 calls later & i'm being given the same generic, useless response as yourself:
    "We are unable to advise you on the matter any further at this time"

    I'm not sure what else to do at this stage....they won't even give me a timeframe as to when they'll contact me!
    • Post Points: 20
  •  Sat, Feb 28 2015, 2:02 PM

    Re: Think Banking...

    If your issue has been escalated to a formal complaint then although they may say 4 weeks the company involved actually has up to 8 weeks to either resolve the complaint or to issue a Final Response which will be their reasoning for not agreeing to the complaint.
    If you try to approach the ombudsman before either resolution or a Final Response is issued then they will just refer you back to the company until the disputed has an outcome
    • Post Points: 5
  •  Sat, Feb 28 2015, 9:43 AM

    Re: Think Banking...

    Hello
    My complaint was escalated to another department. I was sent a letter stating 4 weeks until it was resolved properly.
    Its been over 4 weeks and still nothing?
    I called today, sat morning but nobody could help me until monday.
    This is all taking very long!
    Not that I'm surprised, I really feel as though the ombudsman would help me more. I'll give them until weeks end.
    • Post Points: 20
  •  Tue, Feb 03 2015, 3:18 PM

    Re: Think Banking...

    Thanks Steve but that is no use to me what so ever.

    That may as well have been an automated email response.

    I don't accept your apologies because what I want is an explanation and a resolution.

    Pointless email that means nothing, it wont get my mortgage paid and you have no idea of the inconvenience you have caused me.

    Come back to me with an answer and stop stone walling me

    • Post Points: 5
  •  Tue, Feb 03 2015, 2:51 PM

    Re: Think Banking...

    Dear Robbo161,

    I have managed to locate your details and the team have assured me that they are investigating this for you.

    They will contact you directly with an update as soon as they have one. Please accept my apologies for any inconvenience this has caused you.


    Steven Hewitt
    thinkmoney
    • Post Points: 20
  •  Tue, Feb 03 2015, 12:46 PM

    Re: Think Banking...

    Steven Hewitt:Dear Dreleigh,

    I'm sorry to hear that there's been some misunderstanding surrounding your account.

    Clearly this is something that we would like to look into and resolve appropriately for you.

    I've picked up your email, raised a complaint and asked a Money Manager to contact you so we can complete a thorough investigation.

    Thank you

    Steven Hewitt
    thinkmoney


    Thanks. I was contacted yesterday by TM. They're due to call me back today. I'll have to wait and see what they offer.
    If I'm not satisfied i will be taking it to the ombudsman
    • Post Points: 5
  •  Tue, Feb 03 2015, 9:50 AM

    Re: Think Banking...

    Just another hour on the phone with the same answer

    "We are unable to advise you on the matter any further at this time"

    When I asked what I was supposed to tell my mortgage company in the mean time, Lucy responded to tell them that my bank was unable to process the payment at this time.

    My mortgage company is going to accept that as a creditable answer?

    I don't think so.

    I hope you all heed this warning, a joke of a company that because they do not have any physical branches can fob you off on the phone as much as they like, even after you spent 25 minutes on hold.

    How can they legally treat me like this?

    Any advise to what I can do would be much appreciated as TM are as much use as a chocolate tea pot

    • Post Points: 65
  •  Mon, Feb 02 2015, 5:14 PM

    Re: Think Banking...

    I never post on these sort of sites but I have to warn people the best I can DO NOT OPEN A THINK MONEY ACCOUNT.

    Last Monday I tried to log in to my account but received a message on the web site saying my account was currently unavailable, I thought that was strange so a text to get my balance, I got a text back saying "We are unable to fulfil your request. For more information 08444 155155

    I called, waited the usual 10 to 15 minutes and after being transferred to a lady called Jenny, I was told that she had seen this before and that they would call me when it was resolved, I asked what exactly the problem was and she did not know.

    I waited until Saturday 31st January and still no call, this time I am getting a bit annoyed so I send an email demanding an explanation to which I get a telephone response, again they do not know why this has happened but somebody will call me Monday.

    This morning I get a call from a lady called Kelly, not to discuss my issues but to ask where a large deposit in to my account has come from, which I explain is from a gambling site that I often use and she says ok they will get the money transferred over, I ask again about my account and get told there is a note for someone to call me, I accept this though extremely frustrated.

    I have now just received 2 text messages from Think Money explaining that 2 directs debits have not been paid due to insufficient funds, one is my mortgage payment.

    I am now seething, I have more than sufficient funds, even without the deposit made this morning and now what?

    My mortgage is not paid and this is from a bank who are supposed to help you build your credit score.

    I am so angry and confused, where do I stand legally?

    Please people read this and steer clear, I have no control over my own money and now my credit rating will be effected by the people who are supposed to help. Surely there should be some kind of repercussions?

    Oh and still no phone call or written response to my email.

    I am sorry if I am ranting but I am fuming while typing

    Paul Robinson

    • Post Points: 5
  •  Mon, Feb 02 2015, 3:13 PM

    Re: Think Banking...

    Dear Dreleigh,

    I'm sorry to hear that there's been some misunderstanding surrounding your account.

    Clearly this is something that we would like to look into and resolve appropriately for you.

    I've picked up your email, raised a complaint and asked a Money Manager to contact you so we can complete a thorough investigation.

    Thank you

    Steven Hewitt
    thinkmoney
    • Post Points: 50
  •  Sat, Jan 31 2015, 5:08 PM

    Re: Think Banking...

    Steven Hewitt:Hi benmcdougall92,

    The funds have now been credited to your account. You should have received a confirmation text.

    Thank you


    I have emailed info@thinkmoney in the hope to have my complaint dealt with properly as i feel rather cheated at the moment. I have been treated terribly.
    • Post Points: 20
  •  Sat, Jan 31 2015, 5:05 PM

    Re: Think Banking...

    maxsteam:

    Steven Hewitt:

    they have agreed to keep you informed with updates

    Hmmm. Is that the bank's idea of a resolution? Wouldn't "sorry, we messed up and here's £50" go further?



    I was offered £17 but have had £100's deducted from my account. ...
    • Post Points: 5
  •  Sat, Jan 31 2015, 4:38 PM

    Re: Think Banking...

    Pressed send by mistake. .
    On my payday i spent my morning break calling thinkmoney money managers to tell them i would finish work at 4pm and to ask them to start the process for me to withdraw my money as promised earlier in the week. They said to take my ID to a partner bank and there i could remove the £600 i needed. The partner bank had no idea what i was talking about told me to call TM whilst in branch to try to sort the issue . I was on hold to TM for 46 minutes and the branch i was supposed to take the money from was closing before i managed to speak to anyone ! Once i managed to get through i was advised that my £600 was now stuck in limbo and i had no access to it until Monday morning!!! ( this was a friday ) i was absolutely mortified! I now only had £200 in my card as my £600 was in limbo?!?!? They then advised me that all they could offer was a temporary ''loan'' of £400 on my card account to add to the £200 i already had. This they said would allow me to pay my £600 by way of pay point vouchers cashed at a local convenience store. This then left me with no money for anything else over the weekend such as food or travel expenses. They then told me that the £600 in limbo would be returned to my account but they would deduct the £400 they had loaned me and this happened on the Monday afternoon. I was left with £200 on my card as agreed. The following week for some reason my account was credited with £400 and as i was due money from my last place of employment i spent this over the coming weeks only to be told tthis was an error on TM part and i would need to repay this asap. I agreed to £35 per month to be removed from my salary paid in and this would increase to £50 after 4 months as i would be able to afford it then. They agreed to this and collected pretty much whatever they felt like instead. (£35 ... £55.... £38..... £57..... £55+£55..... £55+£35) it was all over the place and some months they even took double payments from my account which i spent hours on the phone trying to sort out! !! I had surgery in sept 2014 and advised TM i would only receive sick pay for 3 months following so requested the payments be lowered or stopped for this short period and they agreed. ..oonly to remove double payments as they had been doing previously! !! I couldn't believe it once i was well enough to call TM again my account was a right mess!!! I since have had letters to say that the sum of £35 is no longer payable and its been waived? (What bloody £35???) And another letter to say that the sum of £330 is no longer payable?? I don't understand where TM get thier mathematical skills but surely the amounts already deducted from my account to pay off the original £400 came to alot more than £70 to prompt the 2nd letter stating they had written off £330??? What the hell?? Where did all the other payments go then? Im thoroughly put off and disappointed with the service i have paid £14.99 a month for over 12 months for. I feel i should be given compensation of some kind. TM offered me £17 for the time spent on calls during this mess but nothing else!!
    Ombudsman is my next move if this isn't sorted out very soon!
    • Post Points: 5
  •  Sat, Jan 31 2015, 3:53 PM

    Re: Think Banking...

    I have had a TM account since 2013 and for the first 2 months it was great....i then requested to take out £600 one month which was above the daily withdrawal limit set by TM. I called them to ask how to go about this and was told to go to a TM partner bank and they would allow me to take MY £600 out over the counter in branch; provided i had my ID etc. It was extremely important that i had the £600 that day to pay my overdue rent and also gave TM customer service 5 working days notice as i was worried about how to do it. TM explained to me that it would be straight forward on the day and not to worry......how wrong i was to trust them!!
    OOnmy payday
    • Post Points: 5
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