NAB offshoot ubank gives buyer $100 compensation

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Prospects have reported issues logging into the app and accessing their accounts after they had been “upgraded”, and their frustration has been exacerbated by hours-long wait occasions on its customer support line.

A ubank spokeswoman stated they may not touch upon a person buyer’s case and refused to say whether or not some other affected clients had been provided compensation following points with the merger.

She stated ubank works with clients to search out resolutions to any considerations they’ve raised and assess these on a person foundation.

“We intention to resolve the matter to the client’s satisfaction, nonetheless, in some cases this isn’t at all times the case, and we encourage clients to proceed the dialog with us,” she stated.

She stated that the financial institution had bolstered the client assist group after experiencing a higher-than-usual quantity of calls, and would proceed so as to add assets.

The shopper who acquired the compensation supply final week started having points after they downloaded the brand new ubank app in mid-November and their debit card not labored. Once they acquired a brand new card, they had been unable to activate it regardless of following the directions.

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With out entry to their cash within the lead-up to Christmas, they tried calling ubank’s helpline however waited on maintain for greater than an hour every time.

After they made a grievance to Australian Monetary Complaints Authority, ubank contacted the client and helped them activate one other new card. When the client was in a position to make funds once more, the financial institution requested whether or not the grievance had been resolved and so they stated sure.

The letter acquired final week stated that by accepting the compensation, the client confirmed the grievance had been resolved, and stated a replica of the letter had additionally been despatched to the authority.

Earlier than the debacle, the client stated they’d no issues with ubank.

“I truly thought they had been pretty good as a financial institution,” they stated. “The latest factor about downloading this app brought on such a shemozzle, and you need to have the ability to speak to somebody inside an hour and half.”

This masthead first reported points at ubank in November. Plenty of clients stated they’d moved banks after the irritating and regarding “improve” course of.

Many stated they’d made complaints to the Australian Monetary Complaints Authority. An authority spokesman stated they had been unable to say what number of complaints had been lodged lately because it couldn’t separate the variety of complaints raised about ubank from its father or mother firm NAB.