Banking

Isn't it nice when things start to fall into place? Over the last couple of weeks, my experience with Smile has left me gunning for them. I got an apology from Alliance and Leicester also, for the awful service I received when applying to them to take my Smile loan off me.

So what's happened so far? Well, the two saving accounts with Smile have been transferred. The money I save up throughout the year to pay for the car has moved to a Nationwide e-Savings account, and the holiday fund is now housed with ING Direct. I've just received a letter from Kent Reliance Building Society thanking me for my ISA application, so that will be moving to them shortly. ZOPA have accepted my loan, and although at a slightly higher rate, I'm pleased. The credit card that I had with Smile has been closed, and although I don't think it was a bad deal, I'd rather just get shot of them. That means that only a dormant current account remains.

Well, my unhappy experience with Smile, the internet bank over the past month or so has left me with quite a bad taste in my mouth. As I said to them on the phone, I can handle a cheque going missing, and I can understand that it occasionally happens. What has really managed to get under my skin is the fact that virtually not one 'promise' that the bank made was kept by them. Indeed, I had the 'personal word' of one senior member of staff that the money would be in my account the next day. Five days later I was still waiting. Oh, and so much for the secure message he was going to send to check that I had the money!

I'd probably tolerate a couple of broken promises from a retailer, but this is my bank for Gods sake! Of all the organisations that should be able to keep a simple promise, it's the bank that looks after pretty much all of your finances.

I've managed to move two of my savings accounts from them, I've closed my credit card account, and the ISA will hopefully move to Kent Reliance very soon. In the meantime, the personal car loan remains with them with the current account, as, unfortunately, all of the credit searches in moving the other four accounts has resulted in my credit score taking a hit, and me beginning to look like a bad credit risk. Indeed, Alliance and Leicester's rather competitive rate of 5.7% quickly shot up to 8.9% following a credit search, plus I was yawned at on the phone. Not exactly great service. Hopefully Zopa will take the loan at 7.7%... we'll see.

Well, Smile the internet bank is really getting up my nose at the moment. They have been trying to enforce Chip and PIN on me (which after the Shell incident proves my theory right all along).

Back at the end of 2004/beginning of 2005, I was sent a Chip and PIN debit card by the bods at Smile. I duly refused and asked for a Chip and Signature card, which they refused, even though I get muddled with rarely used PIN numbers. Every excuse under the sun came from them why Chip and PIN was more secure, but hey, there ya go.

About three weeks, I needed to use my Credit card (a card that I had held onto rather than send back to them just for emergencies), and I went to change the PIN at a cash machine. I tried what I thought was the PIN, and after three attempts, my card was swallowed. I rang Smile to let them know, and they sent me a new card and a new PIN. Can I read the damn PIN? Can I heck! It's printed on a piece of cellophane in tiny dots. Apparently, I should be able to see the number in the dots, but no can do. I've now been issued with three PIN reminders and I still can't use my card. I'm disappointed, very disappointed.