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Reviews 47
Vanessa
Jun 26,2023Trying to switch my account to the TSB but Cumberland blocked it and won't tell me why so TSB can't change anything to re-try. I also got an extremely abusive and sexist paper letter from Chris Telford (Complaints Manager) threatening to close my account (oh, please - I'd already said I was moving to TSB!!) in reply to my complaint. He claimed it was a copy of a 'secure message'. Just got off the phone to Ian at Cumberland who says no record of this letter in any files or secure messages. The staff in the branches and on the phones are unfailingly lovely, the management - well, another kettle of fish altogether. Get your money out while you can, The Cumberland are in trouble - my accountant says all her clients are leaving.
Stewart
Jun 07,2023We as a bowling club have had a current and savings account with our local branch for many, many years. Last month they closed both accounts and sent a cheque for the balance without any warning or contact from them. We have been left with unpaid bills, returned cheques and emails for non payment of direct debits. We asked about a business account and was told only a person with an account already (we have some of those) can open a business account. I contacted them this morning in order to arrange a meeting and was told that all members had to hold an account. So much for keeping it local. I would hope that any of our members with accounts would now close them.
Leesa Mili
Jun 05,2023I don’t know why so many bad reviews. I agree that making bank transfers takes a long time and it is annoying, but it’s instant if you transfer to another Cumberland account. I have been a victim of fraud 3 times in a year now and every time the Cumberland have been fantastic at sorting it out. As you you can imagine it was a very upsetting experience but the staff were reassuring and I had money refunded or attempted transactions stopped. Staff are always friendly in my local branch and it gives me peace of mind that the bank is so vigilant about fraud. The updated mobile app is much better now you can add payees.
Willhelm Nomatès
Apr 12,2023It appears technology has passed this company by. I have to go through the verification process on EVERY online transaction. The automated voice is terrible, if it appears at all, quite often just silence. Telephone appointments are not kept and the branch is basically part time!
L Scott
Apr 03,2023Pathetic excuse of a bank. You can't do anything because 'security' like change your address but will send new bank card and pin when the time comes to renew, to the old house where new tenants could abuse this. Sick of going round in circles with them. Trying to bank for a relative who has a learning disability so them remembering account details can be difficult and making them write letters when they can't read or write is a joke. Being a joint account you would think I could help but no just the account owner to answer. In the process of changing. Bank cards don't work at swipe machines in Cumbria neither! E.g parking
Hannah J Craig
Feb 01,2023Just opened up another account with the Cumberland as they're reliable, friendly and I can always speak to someone local if I need to! Would 100% recommend. Thank you to Clare who offered excellent customer service and took care of me very well over the phone and email.
Moore
Jan 25,2023In my experience the service has been inept on every level
Steve
Nov 17,2022The Cumberland were maybe a good organisation sometime about 1950. They have no grip on technology, transfers take hours if not days, the app is primitive to say the least, they block or delay everything in the interest of 'security'. As for customer service. Don't think they've heard of that. Cherry on top....tried to close the account we have left. Their own form doesn't work!
Andrew Walker
Nov 03,2022Leaving the Cumberland after being a customer for over 20 years. Poor service when taking out our mortgage despite both of us having good salaries, holding out account with the Cumberland and a very good credit history and borrowing an amount only based on one of our salaries so well within our means (they dragged their feet, held up the process no end and annoyed our solicitors and the sellers). Our solicitor groaned when we told her who we were taking our mortgage with! Recently, decided to switch to Nationwide and agreed a switch date. Also, have had two supposedly contactless payment cards, none of which worked. When I visited the branch was made to feel like it was my fault. Interestingly, a shopkeeper told me that they find Cumberland contactless payment cards very unreliable (perhaps poor quality!?). Finally, the letter confirming the switch didn't once say they were sorry to see us leave or contact us to find out why we had decided to switch.
Geoff
Oct 05,2022I have had a number of dealings with the Cumberland for mortgage purposes and have found them a good business to deal with. I have recently dealt with Susan B. who was outstanding in getting the business through in a tight time line including working outside normal hours.
John
Sep 23,2022So 4 working days ago I made a transfer of £4000 to cover expenses that I had paid from another account due to the Cumberland stopping my debit card and failing to notify me! The transfer in question STILL has not arrived at my destination account and despite numerous emails, messages and telephone calls I still have not been given a reasonable explanation as to why this has happened. I have been constantly ignored and hung up on after waiting for 30+ minutes at a time to speak to somebody. I am now incurring interest and charges as a result of them holding the funds. I feel that I am being victimised by this company due to me entering the branch around 10 years ago with my SPOUSES card for our joint account to do some banking, upon realising I was in possession of my spouses card, they publicly humiliated me in the Fisher street Branch in front of many other customers, reported me to their fraud department and stopped all account activity. Ever since this event I have encountered problems each time I have had dealings with them. Absolutely vile, despicable and unethical behavior on their part, I urge anyone thinking of joining them to think very carefully
Wendy Allison
Aug 03,2022Blocked my internet business banking ! Because I didn't fill out numerous forms of wich.were intrusive and totally unnecessary was asked ridiculous security questions on phone so stopped me doing a transfer wich in course got me a missed payment charge our branch is one that never reopened full time 24 mile trip to nearest !! Open 3 days a week and closes for a dinner hour at same time as customers so can't use i
A Brock - Somerset
Jul 13,2022Worst and slowest mortgage provider.
Liam
Jun 24,2022By far the worst bank for online transfers! It takes hours for any money sent to actually reach that person's account yet my friend who is with Nationwide transfers money and it reached the persons account almost instantly. This needs sorted it's a very very poor service to offer as it makes it almost pointless due to how long it takes
Daniel Graham
Jun 20,2022Annoying/substandard service
Ant
Apr 27,2022I've had nothing but excellent and friendly service from the Cumberland and I've been with them a long time. I'd recommend them to anyone.
Ma
Feb 26,2022Literally terrible. Phenomenal incompetence.
Christine Waitt
Feb 12,2022Up till now I have never had a problem with the Cumberland but tried to close my Business account and get my money out is ridiculous. Went into a branch filled forms in on Friday then came across problem, 2 staff saying one thing others said the complete opposite. If I don’t get it sorted on Monday I will be putting a complaint in and speaking to my solicitor.
Laurence Brown
Feb 10,2022Unfortunately they were not able to offer me and my Spanish wife a mortgage. They would not accept pre settled status as proof for her right to residency despite this being accepted with most other mainstream lenders. Dissapointing.
PurpleBand
Jul 11,2023Attempted to switch an ISA to the Cumberland although refused to do so. Simple, I’ll take my business elsewhere if they don’t want it! Very outdated and way behind the times, especially from what I’ve seen with internet banking and overdrafts (I’d even say more behind the likes of Skipton Building Society and Newcastle Building Society).