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Think Banking...

Last post Thu, Oct 16 2014, 2:57 PM by Steven Hewitt. 129 replies.
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  •  Thu, Oct 16 2014, 2:57 PM

    Re: Think Banking...

    Dear Relentless,

    I am concerned to read about your experiences yesterday and would like to investigate further for you and also ensure that a formal complaint is raised for you. Please email your thinkmoney account reference to me via info@thinkmoney.com.

    We do appreciate in recent weeks the call wait times when you ring us have been longer than you, and we, would like. We have been working hard to recruit and train new team members and expect to have restored our service to where it should be very soon. There are also alternatives to calling that you may find helpful. These include texting us (via 81122 or 07786200077) with any changes you need to make to your account or to request a call back. We also offer email, Twitter (@thinkmoney) and Facebook (www.facebook.com/thinkmoneyUK) communication (during the working day) and again you can use these to request a call from us.

    I look forward to hearing from you soon.

    Thank you

    Steven Hewitt
    • Post Points: 5
  •  Thu, Oct 16 2014, 11:33 AM

    Re: Think Banking...

    Steven
    I have been a thinkmoney customer for a few months, not pleased at all with the long waiting time on the phone to speak to someone, since being a customer the shortest time I have spent listening to the music whilst waiting to speak to an adviser is 15minutes. it is really frustrating.
    Yesterday I had an emergency and had £1000 transferred to my thinkmoney account, I got on the phone and was advised the funds would be in my account @ 17.15, at 17.15 I realised my card and account was blocked, i had to endure another 25 minutes music to be able to speak to customer service, they gave no reason for why my account was blocked and asked for documentation. That action cost me £2800 of my own money yesterday, I advised the lady i spoke to it was an emergency initially and dint know why they dint contact me for documentation. I am really not happy and feeling really depressed. I have been left out of pocket with no money as my account is still blocked. needless to say I have spent an hour on the phone this morning to thinkmoney and my account is still blocked and i have had no communication from them.
    I will be speaking to my solicitor and the financial ombudsman service as I dont believe I've been treated fairly and its cost me financial loss, inconvenience and discomfort.
    I regret being with thinkmoney.
    • Post Points: 20
  •  Fri, Sep 19 2014, 8:26 AM

    Re: Think Banking...

    Dear IvanM,

    I’m sorry to hear that this has been your experience with thinkmoney. I know that you've recently spoken to a colleague and we are working to resolve this for you as quickly as we can.

    We do appreciate that this is frustrating for you but I can assure you that your money is safe.

    I have also asked my colleague to provide you with an update as soon as they have some additional information for you.

    Thank you

    Steven Hewitt
    thinkmoney
    • Post Points: 20
  •  Thu, Sep 18 2014, 10:40 AM

    Re: Think Banking...

    Dear Steven Hewitt,

    I have also experienced the same problem with Think Money, I recently opened a Think Money Current account. I received 3 transfer into my account from my girlfriend an friends which where debited fine, but after a few days my account has been locked and i am unable to use the money.

    I contacted Think Money who have told me that they cannot transact the money to the card account, I do not understand this term and your team have not explained to me what it means and the reason why this has happened. I

    Its been over a week now and now 1 has contacted me i am un able to use my money. Because of this i have incurred late payment charges as i am an able to pay off my bills, i have also have to lend from my parents and friends just to survive as all of my money is held by Think Money.

    I feel like my own money has been stolen from me, and i am becoming very distressed by this. I am contemplating on taking legal action or contacting the citizens advice. I am very disappointed with the lack of communication and urgency Think Money have shown me as i have stressed to them on the phone that i need the money in my account to survive.

    I feel like my only option now is to take matters further.


    Kind Regards

    Ivan
    • Post Points: 20
  •  Thu, May 01 2014, 3:37 PM

    Re: Think Banking...

    Dear Knackerjohn,

    I’m sorry to hear that you are unhappy with our service. I know that you've recently spoken to a colleague and we are working to resolve this for you and sort out your budgeting.

    Our customer service number has always been 08444155155 and should never be engaged. I believe you were using the incorrect number for us.

    As you say our overnight processing takes place between about 5am and 7am. Your wages should always be available by 8am and we will text you to confirm this. I am sorry this doesn't fit with your work patterns.

    We do have two live complaints from you, as you know when we issue our final response to those you can take them to the financial Ombudsman. We will send you details of how to do that with our final response.

    Thank you

    Steven Hewitt
    thinkmoney
    • Post Points: 20
  •  Thu, May 01 2014, 3:35 PM

    Re: Think Banking...

    Steven Hewitt:Dear Lank, As with all banks we work hard to protect customers from fraud and financial loss. If we see unusual patterns of transactions then we will sometimes freeze a customer's card whilst we check the transactions are genuine. This is an industry wide practice and nothing untoward. Please accept our apologies for any embarrassment or inconvenience this caused. Thank you Steven Hewitt thinkmoney

    Hi Steven

    If I could comment on your post..

    As previously advised, I too had my card frozen two days before Christmas because of a 'large number of transactions'. Given the time of year, I would have thought that most people's cards take a battering.

    With regards to security and protection, I completely understand the need to verify transactions. The issue that I personally had with this, was that at 14:00 in the afternoon, after I personally confirmed the transactions were genuine, I was told that my card would not become active again until the following day - This I found unacceptable as any 'freeze' should be lifted with immediate effect, as it is with any other bank.

    Kind regards

    Steve

    • Post Points: 5
  •  Thu, May 01 2014, 3:22 PM

    Re: Think Banking...

    Dear Lank,

    As with all banks we work hard to protect customers from fraud and financial loss. If we see unusual patterns of transactions then we will sometimes freeze a customer's card whilst we check the transactions are genuine. This is an industry wide practice and nothing untoward. Please accept our apologies for any embarrassment or inconvenience this caused.


    Thank you

    Steven Hewitt
    thinkmoney
    • Post Points: 20
  •  Wed, Apr 30 2014, 9:46 AM

    Re: Think Banking...

    Lexi:

    Has anyone tried Think Banking? I'm thinking of using them for a basic bank account.

    Thanks, Lex


    I cannot stress enough "DO NOT USE THEM!!" They are the most incompetent "bank" I have ever used.. I already have a complaint in to the Ombudsman about them!!
    If you get paid at midnight (like most people) your money wont be available until around 7am, just great if you are a night worker or travel at night. This morning Ive tried to call them over 120 times to no avail!!

    Their customer service is absolutely shocking. But at least Gregory Pennington is sitting with big fat pockets of cash!!
    • Post Points: 20
  •  Mon, Apr 28 2014, 7:18 PM

    Re: Think Banking...

    I've been a Think Money customer for a few years now, but after today's incident, I'm looking for a new account. My card was frozen due to high usage, but surely how much I use my card and my money is my business? Due to the nature of my job, I work away from home, and today have been left with the embarrassment and inconvenience of having my card declined whilst trying to purchase a cup of coffee, some food and a packet of cigarettes, therefore leaving me unable to have any dinner.

    After spending a total of 55 minutes and at a cost of nearly £30 from my mobile, I am still unable to use my card of access my money.
    • Post Points: 20
  •  Mon, Apr 28 2014, 5:04 PM

    Re: Think Banking...

    Dear Kennedy,

    We are aware that you have spoken to the team on several occasions over the past few days and again today. We continue to focus on resolving any issues you have raised surrounding your account. Thank you.

    Steven Hewitt
    thinkmoney
    • Post Points: 5
  •  Fri, Apr 25 2014, 7:13 PM

    Re: Think Banking...

    Hi

    Its now been over 24 hours since money was sent into
    My think money account and i still have no access to my funds. I am unable to access my money as your bank hasnt apparantly transacted the money into my account. I have done nothing wrong and i have rent to pay. This is ridiculous and if not solved ASAP i am going to log a formal complaint and take this matter to court and also complain to the financial ombudsman. I am serious and i will go ahead if not solved and if i lose my house due to rent, your company will be the ones that caused this as i have explained to your money managers many times... This is ridiculous bearing in mind we actually pay for this bank account but when it comes to sorting out issues, its a majour problem.
    • Post Points: 20
  •  Mon, Mar 10 2014, 8:31 PM

    Re: Think Banking...

    Email me at beowulf197628 at hotmail dot com and I will tell you something that will save you an absolute fortune! (I am legit and not some freak)

    Best wishes,

    CV.
    • Post Points: 5
  •  Mon, Mar 10 2014, 11:57 AM

    Re: Think Banking...

    Hi PetraQ,

    Sorry to hear that you’re closing your thinkmoney Personal Account.

    We will need to speak with you to confirm your instructions. Please can you email me your reference to info@thinkmoney.com and I’ll arrange for a Money Manager to give you a call.

    Thank you


    Steven Hewitt
    thinkmoney
    • Post Points: 5
  •  Mon, Mar 10 2014, 9:27 AM

    Re: Think Banking...

    Hello there Ian,

    Could you please advise how to close the account and withdraw the funds left in the salaries account? Do I have to send a written notice or is it possible to close online? I have changed all my direct debits etc. The account is ready to close.

    Thanks for your advise,
    Petra
    • Post Points: 20
  •  Wed, Jan 15 2014, 4:40 PM

    Re: Think Banking...

    Hi, my name is Ian and I am one of the team at thinkmoney.

    Thank you for taking the time to feedback. I’m sorry to read that we may be losing your custom although we do appreciate that the thinkmoney account isn't for everyone.

    Let me address each of your points in turn.

    1. Although you can't check your balance at a cash machines, you can do so at any time for free via your mobile by texting "BAL" to 07786200077 (or to 81122).

    2. Our Online Account Management service is mobile optimised and can be accessed from most smartphones, giving you 24/7 access to your account balances and other functionality. We’re currently working on an app and will have more news on this before too long.

    3. I am sorry that you had problem with your card being frozen in the run up to Christmas. Our card security system does constantly monitor for any unusual activity patterns and when we detect a higher than usual level of use your card may be blocked whilst we check if it really is you making the transactions. However once we have established that it is then your card should be unblocked immediately. I am not sure why this wasn't the case for you. If you'd like to contact me via ian.williams at thinkmoney.com I will happily investigate this for you.

    Thank you,


    Ian
    • Post Points: 20
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