Tonight I’ve had to help my mother (late 60’s) register for Lloyds Internet Banking. She joined in the last week. OMG it was awful. After going through the full process, a phone number hasn’t been added to the account to we had to phone them to provide a reference number to sort it. After 25 mins on hold, we were told that they were unable to help because we were unable to provide security information about direct debits that had left the account. I reminded the employee that we couldn’t provide the info as we don’t have access to internet banking (hence the reason for the call). It was seriously frustrating. I understand security but when it get in the way of usability it’s just not right.
She’s uses Starling (after a personal recommendation) for her trips to the US, but as an old biddy, she likes to go to a bank and physically pay bills. I wish there was a way I could persuade her to use her Starling as her primary bank account, but I don’t think she can make the swap from old to new for her every day.
It’s reminded me as to how far Starling has come and how they’ve shaken up the industry. I’ve been frustrated and the pace at which the joint accounts are being developed, but after tonight, I realise that the best things come to those who wait.
I LOVE STARLING BANK!