I’ve recently started using Starling as my main account, on a trail basis to see how day-to-day functionality works before moving DDs/SOs over.
However, in just over a week, and around 20 transactions, I’ve had to raise two of these with support. Neither time the response has filled me with much confidence.
On the first, I had been making transfers/paying bills and I noticed some days later that despite making 3 payments to the same account over three different days, the middle transaction (day 2) never appeared in the receiving account. The others had both arrived almost instantly.
Now this was a transfer to myself, so it wasn’t overly critical, but had this been a payment to a credit card provider or other utility bill, I was at risk of default.
My issue here is that support have given an explanation of sorts (“technical issue”) and are looking into it. And also, they couldn’t give any real commitment that this wouldn’t happen again. What if next time I’m not as lucky and a payment to a service supplier fails and Starling doesn’t notify me before I technically default?
The second issue I experienced is with a refund into my account titled “Wirecard Solutions”. I contacted support and, again, they couldn’t tell me what this is. And instead insinuated I should contact Wirecard directly to find out. To be honest, I don’t think this is acceptable. I have no direct contractual relationship with Wirecard, it’s Starling who use them as their processing back-end so I would have assumed that if anyone was to look into this, Starling would. The CS assistant took this onboard when I reiterated the previous issue with the failed payment but in gereral I wasn’t impressed with the level of support I received in this instance. Without naming a d shaming, if Starling reps read this I would be happy for you to contact me directly to discuss this.
All in all, it really as my title says. I appreciate Starling is in beta and that mistakes can sometimes happen but the responses I have received to the 2 I have encountered over the past few days have really knocked my confidence in the service (including support) being provided.
I’ve tried to be as constructive and detailed as I can with this, but at the end of the day I’m entrusting Starling to keep my funds safe and I can’t help but feel a little let down thus far.