I’ve recently switched to Starling for all my current accounting needs and I’ve faced a major issue which it took several days to resolve.
My monthly salary didn’t make its way to my account and I checked with Starling a few times and was told no credit from my employer was received or rejected. My employer insisted that the credit had been made so I was caught in the middle. Two days later HR got back to informing me that a payment was made to account but Starling had requested my name and date of birth for verification. I ensured Starling were kept up to date with this information but it’s only once I chased another 2 days later did they confirm indeed that was the case and that future credit to my account would uninterrupted.
I expect their to be teething issues but one thing I did expect was a good level of customer service and the hope should something go wrong it would be put right as soon as possible. Luckily I had sufficient funds to meet my mortgage and other monthly payments.
Considering I’ve moved all my direct debits and banking needs over to Starling (maybe prematurely) I’ll stick with them until the Autumn updates, I’m really hoping to get a) Saving goals b) Spending at a glance functionality.
I do not expect support to have all the answers immediately but one thing I would expect would be to keep me abreast of their investigation. Seems like I did all the running around for Starling to confirm that they indeed themselves request this additional info.
I hope this is a one-off but not a good start.