Hi Kjersti, its finally showing after it was sent to the payments team.
Couple of points though cause i think this is pretty poor…
Asking me to speak to customer service of a retailer for a reoccurring fault which happens with different retailers isn’t really on. As i told the person in the app - i can imagine exactly the response from the customer service of the retailer should i ask, who will be used to transactions showing up from legacy accounts in five days time anyway (and lets face it probably wont have a clue who starling are anyway) so wont understand why i’m expecting starling to be showing anyway. It’ll be either ‘contact the bank’ or if they dont understand i’ve paid they’ll be more then happy to debit me again. Also i dont care who looks at it your end - you guys should be figuring that out between yourselves no matter who i tell, rather then directing me to a different company.
If it’s from different retailers as it has been (reported on each occasion) then its something i expect starling to take an interest in and to deal with. Ultimately i dont care if you got a message or not - thats your side to fix with whoever. I’m concerned that you have shown me the wrong balance again for several days (for whatever reason).
Why not investigate with the retailer yourselves so you can avoid it happening again? You’d have all the details you require but i’d have been more then happy to provide anything else you needed.
My biggest issue though - as mentioned i’ve had this happen a couple of occasions meaning my balance has been completely out of sync for up to 5 days at a time. No notification, zero pending - just nothing, which totally defeats the object of starling.
Even my legacy bank shows pending payments the same day (as did monzo). What happens when i’m putting multiple transactions through and you just dont bother to show me selected ones? I could have spent that money and then i’d have gone overdrawn or had the hassle of sorting it out. Potentially thats flagged as overdrawn or something else bounces etc.
I’ve noticed each time this happened because as i’m just trying starling i dont put lots through it. If i did use it for my main account and i put everything through, then it would be easy to loose track of a transaction. Especially if this happened on more than one transaction over the same period.
It makes me completely distrust whats the app tells me and i think you should properly look at why and come up with a solution.
@ben.chisell this is exactly why i’d want a second account - to avoid money being accidentally used because the balance isn’t correct.
By the way when it did finally notify me of the transaction the pulse then updated later too, so that still isn’t fixed either.
Ultimately i’m reporting a fault in the hope you fix it and make it better - not nitpicking. I understand as a new bank they might be some bugs that need fixing and thats fine - but if there’s no interest to fix them or look at them it just makes me think you’re not that bothered. Not at all convinced it wont happen again, that you have any idea what went on, or even want to know. It’s an easy option and a bit of a cop out to say just go ask the retailer.