I have tried to contribute on this forum, I have also been a big supporter of Starling on Twitter, and have recommended it to lots of people (feeling slightly foolish now), having also shifted ALL my own (not insignificant) banking and balance across to Starling too.
I hate to put the kool aid down, but overnight I got a vague push notification declining a transaction to Apple. It just so happened this was the 4 week wait for my new iPhone X, for which I placed a website transaction, that Apple rightly submitted now at shipment.
It is extremely common (and correct practice) for any Ecommerce retailer to process a payment only when they are sending goods. This deferred settlement is standard practice and yet Starling today declined my transaction just as Apple is about to ship.
The Starling notification took me to precisely nothing when clicked on (i.e. I couldn’t find out what it was about) and the notification disappeared. I spoke to support who didn’t seem to understand deferred settlement and asked me to re-submit with Chip & PIN.
This is completely at odds with the user experience expected of an Ecommerce purchase like this and frankly very naive and amateurishly thought out and implemented. This was even an ApplePay transaction for which I was authenticated via a biometric match.
Having been a vocal supporter of Starling, I’m actually embarrassed to have taken the bank so seriously as a credible alternative when I can’t even spend my own money (debit card transaction - low risk) on an Apple transaction that needed a several week wait.
And of course thanks to Starling I will probably be waiting another four weeks now too. I will add that the 24/7 customer support was responsive but didn’t understand that this is a flawed Ecommerce experience and just fobbed me off with throwaway statements.
The whole thing has been an appalling fall back from moving everything to Starling and recommending it to others. More fool me.