Monmouthshire Building Society Reviews 117

Applied for an account beginning of December, still not complete end of January. Can't phone them at the moment as calls not being taken. Won't answer my emails. Now trying to close my account as set up a bank account elsewhere in the space of 30 mins!!!!

I tried to open an online account but ended up visiting my local branch in Newport. The team were happy to talk to me about some gaps in their online options and their plans to improve the online service. Their service was fantastic and I would recommend the company on that basis. If their online improvements match my in branch experience, they'll get 5 stars from me!

I sent an application plus cheque for a Christmas Saver Bond Iss on 28 Nov 2022. The cheque was debited 13 Dec, followed by a long delay, Even after several secure messages the account was not opened, with the only response/excuse given was that the bond was very popular. A few days ago, I received a passbook, backdated to 02 Dec 2022, but no info re banking sort code or account number for future monthly deposits. The second monthly deposit of 02 Jan is overdue and I am losing interest, Further secure messages and a letter to the CEO, Mr W Carroll has elicited no response to my request to close the account. I am considering informing the Financial Ombudsman Service (FOS) but the waiting time there stretches into months.
MomBS has recently replied to this review, quoting the excuse of Royal Mail/Railway industrial action during Dec-Jan. If they had researched earlier reviews re MomBS customer service, (which in itself an oxymoron) they would be aware of numerous adverse comments outwth industrial action.

Impossible to contact by phone - they don't seem to answer it - just continuous recorded messages..!!

Applied for Premium Instant Access ac end Nov 22, paperwork only about 25% complete arrived mid Dec 22. Eventually received notification that it was cleared for investment on 10 Jan 23; online log in failed. As per previous occasions, no response on telephone help line, despite 30+ mins waiting times and for email enquiry. Have returned passbook, with covering letter, to close ac.
I think that a shaky corporate infrastructure has been completely overwhelmed by the level of public response. Very careful thought needed, pre investment.

edit:the problem was solved and tbh was understandable due to the good interest rate on offer and the demand. MBS should have done some forward planning as the problem should have been anticipated, however thank you for your reply and I shall be staying with you as everything is fine now

Went to open an account online and they’ve pulled all applications. Why advertise accounts at such a high rate if people can’t open them

Tried to apply for the Christmas saver product. Like other reviews, nothing from them and now they have changed the terms and conditions so the same issue product cannot be opened online. No acknowledgment email or anything in the post. Going to miss my first month deposit. Seedy company, should be reported to the FCA

Applied for their Premium Instant Access account online several days ago.
No email acknowledgement, nothing in the post.
I've just been to their website and it now says this product is only available through their branches or agents.

Don't waste people's time if you're not up to the job

Opened an account online and it took two weeks to actually open. The amount of paper I received in the post was appalling. I ended up closing the account because they don’t communicate with you about changes to your interest rate just get in touch when they want your vote at the AGM. So out of date!

I'm looking for a savings account. Mon BS has a branch in my town - big plus. BUT their website is useless. I couldn't look at interest rates as everything I clicked on gave me "Error 403 - you are forbidden to access this"

Mortgage with this company is an absolute joke. They keep requesting things every week making it over a two month process. Ridiculous and disgusting fees for application and valuation. Avoid

Your call is important to us--- but we are not going to answer it any time soon because we have not employed enough staff to take your call. This is not acceptable and the CEO should hold his/her head in shame.
Very poor service
Just look at the high percentage of negative reviews

Applied online for regular saver £1000 a month rated on Martin Lewis website as open to anyone heard nothing from them at all (Tried twice)
Account no longer on their website

For a standard couple who are both employed it took 13 weeks to get to a mortgage offer and then our seller pulled out because of the time delay, meaning we've lost over £2,000 in valuation fees, conveyancing work, moving vans and application fees. It seems like you pick up a case once a week and then just keep requesting documents, don't review it for a week and then just request more documents constantly. It also took your underwriters 10 days to look at one document, only when I chased constantly and my solicitor chased for a third time did you look at it. I feel that if you hadn't taken so long and made all the documents requests at the start, we wouldn't have lost our dream home. It's also nearly impossible to contact you when needed. The stress of everything has just been so much, a mortgage application shouldn't cause you yo nearly have a mental breakdown.

We have had our mortgage with the Monmouthshire since 2017 and I have phoned a few times. Lovely to get through to somebody straight away without various options and hold music even during Covid. Each time the person I spoke to was very helpful and very personable.

I called to get an activation code resent to me so that I can gain access to my accounts as I stupidly put it through the shredder but I was completely shut down and fobbed off when I called number 01633 844345 stating I have to do it all again and click forgotten password, change your memorable information etc etc. Waited 5 minutes.....called again & spoke to somebody else who was fantastic, passed the security questions which are in place for this reason and now it has been resent with no issue. I work in customer service myself and would never shut somebody down the way I was. Hopefully this gets passed on and the next person who calls gets a better service from the first employee I spoke with. Perhaps they have a people skills course available that can be offered.

Thank-you

These guys are sharks, they made me first pay them to conduct their valuation which found value, then after they took my money they declined my application based on the fact that I have not been with my current employer for at least two years. They knew from the onset that I only came into the country just over a year ago, so why not decline me there and then? Why steal my money? If I could give them a zero rating, I would. UNETHICAL

Very helpful and no matter how urgent or repetitive my calls, I get friendly advice from a great team to see me through; even through Covid19. Well done. My feedback to prevent anyone else failing to log-in to their account for the first time is to explain that it is the "memorable" information (i.e. not the password) that is shown when requested to fill in the missing two digits to log-in.