Metro Bank Avaliações 267

Online banking and app are absolutely useless as can't transfer funds outside the UK (even though we were told that wouldn't be a problem), so now every time we need to do this we have to call the phone line. Their phone lines will waste hours of your life and Ada (their AI bot) is insufferable. Worst banking experience ever- we are closing our account because the service is so bad.

Mohammed & Michael in the Harrow Branch are above and beyond what we expect from bank staff. Their knowledge and professionalism stood out in their behaviour. They accommodated us at short notice to gain access to accounts

Staff sitting at computers queues going out the door.
Customers are shunted from one queue to the next without any sign of their queries being resolved.
No clear vision of where this bank is going not much help to customers.
Staff are as confused as the customers.
Good management is clearly required here.

I just contacted customer support to dispute a fraud alert that deducted money from my account. But this problem hasn't been fixed? I have to go pick up my son from school in the next two hours. I was depending on that money to get my son to school, so I don't have any money for transport. I'm rather dissatisfied with Metro's subpar customer service today. I reported the £24.99 amount as fraudulent. I told the person online that I had the proof to support this and that I could do it right away, but he told me that I would have to wait for an email to be issued before I could challenge it in the system and that it would take seven to ten working days for it to be resolved after I sent my proof. I described my predicament, including the fact that we don't have food for the evening and that I need to use the money to pick up my five-year-old son from school in the next two hours. Even after I explained myself, Metro was quite contemptuous and showed no duty of care at all, leaving me stranded. The customer advisor said that there was no management available to talk to me or that the only assistance they could provide was a food bank referral. It is unexpected to have such inadequate customer service from Metro. I am unable to wait for an extended period, as I currently have no other means to obtain funds for food and transportation. I told them my other accounts are frozen because I'm getting help from other banks due to a personal issue, and Metro won't transfer me to a team I can trust to explain. I felt ignored and unheard, and at the end of the call, I received neither support nor a resolution.

Got a parking ticket through the incompetence of staff at Luton Branch, for 2 years they said they had sorted it out, then to find I got a CcJ, went back down there and finally a wonderful Manager Ash sorted it out after 2 years and paid it, I find all cashier's except 1 rude and don't know what they are doing so if he isn't there I always look for Ash he deserves a medal, Ash should be the overall Manager as he knows how to speak to customers and is very helpful, so well done Ash

Incompetent, lazy staff and when you make an appointment with management they don't bother to turn up to the meeting. Metrobank couldn't even follow instructions to close the account when we moved the business elsewhere. No longer a challenger bank, just a challenge to bank with.

To add an update, Metro Bank have failed to close the account as instructed in person and in writing. They are now saying the account is overdrawn (it didn't have an overdraft facility) because of bank charges. These charges are made because the account is below the minimum balance -there is no money there as they are supposed to have closed the account...

Assema was patient understanding gave clarity and was professional.
I love banking with Metro Bank my experiences always been positive. There was potential fraud on my account and Assema dealt with my query promptly.

In October 2025 I decided to move my bank account away from Metro Bank as I was not satisfied with the reduced branch (Store) availability and the general morale of the employees. At first Metro Bank was a breath of fresh air but that changed and it now feels as tired as banks always were.

I used the current account switching service offered by my new bank/building society. All seemed to go well up to the point where my balance was meant to be moved over. Metro Bank neglected to move my overdrawn balance to my new bank and set my account balance to zero (I could see this on my Metro Bank app). Metro Bank then went to mark my account as outstanding/unpaid and reported me to the credit bureaus. I immediately walked to my nearest Metro Bank store (Maidstone branch) to pay the outstanding balance but the cashier said that is not possible. She raised this with the account switching team. I contacted the customer services by phone and asked to pay the outstanding which was then sorted out over the phone. I also made a complaint. (In the past, I had always maintained a very high credit score) This left a nasty footprint on my credit score and when I asked my new bank for credit, this was refused as my credit score was rubbish. This put me in an awkward position as I was forced to ask family for a loan. I made a complaint with Metro Bank. The complaint was upheld and they apologised for the way they treated my account switch. They offered £50 compensation. I then contacted them and said that I do not need the £50 as I have resolved my problems but I do not feel that £50 nearly compensates for the difficult position that their handling of my account switch put me in. They maintained that £50 was all that was on offer. I declined this offer again. If there was any doubt of changing bank accounts, this had now been put to rest.

Dear Mr Frumkin, (Metrobank CEO) I am a Metrobank customer trying to simply set up a standing order, (which is not explained on your website), but when I call your 0345 080 8500 ‘premium rate’ number for advice, I just get some auto AI system which does not work! (which Ofcom says you should not be doing for established customers). I have spent 40 minutes repeatedly going around in circles, just trying to get your AI bot system to put me through to a real person, and then another 20 minutes to get through to a real person.
Having repeatedly failed to get an answer by saying I would like to speak to a real person, your AI bot was not able to understand that request, and I eventually looked up online that I needed to use the precise term ‘please put me through to a Customer Service Representative’ which, after five attempts, I eventually did, and I got through to a real person, who was helpful, but they are powerless to address the issue of how a customer can simply and efficiently get to speak to a real person to get a very simple issue sorted! The whole experience was just so frustrating and disappointing. Clearly you do not use your own banking service, or you would know what a dog's breakfast your AI bot is; Adia is just a joke! And the fact that you allow the bank to put that out there rather than answer the phone to their customers just shows how much contempt Metrobank has for its customers. Why should anyone put money in a bank that does not want to speak to its customers and that seems to treat them with complete disdain!
You and your senior team are paid a lot of money, and still you do not seem to care about offering your customers such a poor customer service experience.
Many thanks Simon

Absolutely apalling bank. Get your money out before it collapses, which won't be long.

What can I say.. Just rubbish

My account has been put on hold
Went into branch to sort things out
2 weeks ago thought all was well
Only to get an email today account is on hold
Have been trying to contact metro bank Left hanging on phone for ages
Time extended for them to awnser emails from 7 days now to 10 days
Been into branch to speak to them again they're going to get someone to ring
Absolute shambles of a bank

What a joke of a bank had big issue with the account as money vanished rang customer service to complain thay told me thaycouldn't access my account and was locked out. And to recall them same number to complain.. when I did this I got same fool.... who said need to visit branch I said this was very difficult as I'm wheelchair user and buses are difficult to use.. the advice was to call customer service to complain. What a rubbish Bank time to change I think

Absolutely appalling customer service in the luton branch . Waited 3 hours on one day to be seen. The PC kept showing another name when the assistant was typing in my details. I was then told come in the following day to transfer money. On returning following day was told 2.5 hours wait . Over the weekend I kept receiving weird messages asking me to confirm codes. I rang the fraud dept to be told to ring next morning to unblock my account. On ringing I was told to go into branch. I requested an appointment but did not receive a call. Another long long wait only 1 assistant serving . Other people were being seen but apparently they were seen earlier who came after me as they were opening new accounts. What an absolute shambles this bank is . So different from when they first opened. Guys do not open accounts here.

After spending an hour exchanging the same information over and over with a bot, getting transferred to an 'agent' (clearly another AI tool) explaining the same issue over again, getting no resolution, I decided to phone and speak to someone. Spent half an hour waiting for an answer so decided to spend the time wisely and opened a new business bank account. All this to approve a simple card transaction. This is truly the worst online banking experience you can get. The one star is for the patience of the staff member who has to deal with disgruntled customers all day without losing his polite tone.

At my age of nearly mid 70’s , I’ve never experienced such adverse issues with any financial institution. My account has been restricted for over 1 week. Trying to resolve this, I’ve been treated as a ping pong ball being passed from customer service and the actual branch in Wimbledon. I’ve been given conflicting answers at all times. There’s no email address where complaints can be filed.
I asked for a transfer of some of my funds, couldn’t be done in the app or in branch, processed by phone with customer service. Was informed that I’d be called as extra security for complete the transfer within 2 hours of the transaction. The funds have been debited from my account, 11 hours later it is still to be credited to the receiving account, this situation now over the period of a week is causing me ill effects of my health. As for calling the customer service, it means having to spend hours on the phone. I had to stand my grounds , I was in branch, being totally ignored. I requested to use the telephone in the branch to contact customer service,after almost 1 hour on the telephone, which was being passed to the bank employee, the transaction was made , as mentioned still not completed. I wasn’t leaving the branch until I received an answer,,which I’m still waiting for to complete the process.
An experience never to be repeated. NEVER USE THIS BANK. They put restrictions on your account for no reasons , no explanation is given , as for how long the restrictions will apply, you simply can’t get an answer. My account has now been blocked for well over a week, with no help from the employees whatsoever, an extremely frustrating situation.

I’d give it a 0 STAR IF ONLY I COULD HAVE just like hsbc nationwide natwest not difference THIS OPTIONS goes to all of them bastards monster banking inc metro Being aka 1- world #0 bankin
2- world # 0 STAR BANKING
3- world #0 support NETWOK if you facing morden slavery and or domestic violence they won’t help but to enslaved You with further stress and pain and for reporting morden slavery fraud and iregular payment and Unkonw payment made off app thieve on my bank account they get My acc close how dare them absolute disgsuting rather than offering support and fraud awareness they instead sided to aid the fraud by closing my acc and now I can’t even monitor what’s happening and then sent you an encrypted letter where furtherly you gottta call them in Furthrr pain suckin begging for a passcode to ACCES your own stupid complaim resolution letter wich then stated your acc would be close how stupidly utterly disgusting foolish inc manager that stink mouth STINKIN and or witches managers and harsser let alone intimidation toward You as a DISABLE PERSON DONT HELP PUT ACCESS DOOR NOR SUPPORT DISABILITY WITH ACCESS DOOR JUST WAN U SUCKIN N BEGGUN THEM WITJ TONES OF DEMANDIN FEEDBACK BUT YET DO NOTHIN TO CHANGE JUST DAMN PAIN AND VOMIT GIVER AKA @ the devil witchs and satan their makers all of them CURSED there is NO DAMN RELATIONSHIP WITH monster judas eacariot and satan men and witches BUT
Just abuse hurt pain rejection and failure to support and just stress yall cursed disgsuting wolrd # zwo bankin with zwo human relations absolute zwo IN DISABILTIY HANDLIN AND#0 MORDERN SLAVERY SUPPORR
Aka judas escariot satan and witches gan that’s whom they are and definitely NOT LIONS

I’d give zero stars because they have no consideration for there customers. I’ve had my business account blocked without reasons, I’ve got an account manager who can’t help and says I need to speak to head office or log a complaint. I don’t need to complain I need answers why this has happened. So the account manager gives me a number I thought it was head office and it was the complaints department, it gets logged and that’s where it stays no one replies. You can’t get in contact with head office you have to wait for them to contact you when they are ready.
It’s absolutely disgusting, if anyone is thinking of opening an account DO NOT USE METRO. Spread the word and go elsewhere they are useless.

I drew money from my euro account in UK and was charged quite a large amount of money.I was told I wouldn't be charged for withdrawing money from my account.I will be taking my complaint to the Banking Ombudsman as this is totally wrong!

Is this even a bank and if so, how on earth are the allowed to continue to operate. I am trying to transfer money to a Metro account so that the costs of a very sick person in a hospice are covered. Neither of my two banks would recognise the Metro sort code. On calling Metro, I was told by a totally disinterested sounding woman that not all Banks recognised Metro but that they were 'working on it'. She could not give me a time frame for when this would happen and when I demanded to speak to a manager, she cut me off. These people do not deserve to be in business. Caring for dying relatives is hard enough without this and apparently, I am on my own here, Metro will do precisely nothing to help.