Funds simply go missing?
In principle the account works and is functional. However on too many occasions funds simply don’t arrive into the account, or funds are not available for days in the app. Despite a friendly service desk team, they themselves are left baffled as to why funds are not showing in the app and can offer no remedy. On many occasions the card transaction is simply declined, and subsequently my daughter refuses to use my card suspecting she will only be embarrassed at checkout!!
Once the missing funds have been correctly applied to my account, this is the second time this has happened. First circa £6000 went missing and it took days to resolve, and now £200 is with Dozens but not applied to my account. (3 days now?). I am not looking to use this account again.
Response from developer
We're very sorry to hear that you experienced any delays but we are sure we can resolve this for you if you've already contacted the Service team. Unfortunately these issues are sometimes due to third parties, but we will always do what we can for you. We are increasing the size of our support teams to solve any issues even faster, but we hope that you should not have any further issues. Regarding the use of your card, you will be asked to use the PIN on a regular basis to ensure it is not being misused. This is not the card being declined, but requiring further authentication. These are new EU financial regulations (referred to as SCA) and relate to all Contactless payments. This is a security measure to keep your account safe, so please do not share your PIN with others.
Unreliable, untrustworthy and appalling
Customer service is rude and keep saying we’ll update by email. Completely annoyed raising a complaint horrendous experience!
Response from developer
Hi there. The team ask for screenshots because we can often see the correct information on our systems, but it is possible that your app is not reflecting this. We cannot always see precisely what is showing on your phone, so it helps us to resolve your issue. Our customer service team will do their best to help, but do not always have the ability to investigate or resolve technical issues, so they escalate this to other teams, so they will stay in touch via email. There might be a temporary issue why your money may not be showing in the app, but it is safe and we will be able to resolve this if you would give us a little time to do the necessary research.
Can’t get it to work!
I tried once again to scan licence and this time everything worked fine and set up was easy enough. However, I now seem to be in some sort of queue with over 800 people in front of me. I only joined to access the advertised 5% fixed saving bond - but reading some other reviews I’m actually not even sure that they really offer what is advertised - I’m beginning to lose confidence.....
Spent 5 mins trying to get the app to scan my driving licence. Nothing happened. It said I needed more light - it couldn’t be much brighter! Have set up accounts with a number of other new banks and never had this problem. Might try again in the future when they have sorted out their problems but for now it’s not worth the effort. Shame really as I liked the sound of the savings bonds that they are talking about.
Response from developer
Sorry to hear you had issues. Many factors affect whether the image is clear enough, including the camera but also the glare. It there is light shining on the card directly, it can make details impossible to read. It might be worth trying in different conditions
Awesome budgeting, colourful card
The card is colourful and I can see this through all of my cards in my wallet. It’s fun too!
Dozens is missing Direct Debits but this will hopefully be here soon.
What a joke of a Bank
Response from developer
We are sorry if you experienced any account issues. In fact our messages all say "We are not a bank" but we have many ways to keep our customers' money safe which includes having a team of experts to handle certain requests. The team who you may contact are able to help in many ways, but for certain requests will be required to escalate them. We do take all our regulatory responsibilities very seriously and respond appropriately to any issues that arise, so please bear with us and you will certainly hear back.
Cheque it out!!!!
Response from developer
Thank you so much for your review, your patience and your support. We trust you will enjoy the range of features we've launched so far, but stay in touch as we have more on the way.
This product is BETA and should approached with caution.
CONTACTLESS
- Not accepted on TFL
- Doesn’t work at merchants 1/20 times.
TRANSACTIONS
- Duplicated the next day (but balance correct)
- Transaction Name often incorrect. I withdrew from a NatWest ATM and the transaction came thru as the name of the pub in the area!
CUSTOMER SERVICE
- always have to pass issues to ‘tech team’ can’t see your issue so you have to screenshot in detail.
- issues above still not fixed
BUDGETS
- Complicated setup and to understand
- Inflexible
- incorrect due to duplication
Given that they can’t get these basics right I would not trust them to calculate interest on savings etc etc.
I’ve gone back to the current best bank 2019 and added the best budgeting app and it’s more than fine.
FIN TECH FAIL
Response from developer
Thanks so much for your detailed feedback. The contactless issue with TfL was resolved and you can now use your card for contactless travel again. We are working to improve and streamline the merchant data to be even more accurate, but ATM machines are often an issue, however merchants are very often correct. For other technical issues, please do send us any information you see and we would be happy to fix this. I'm afraid the customer service team are not the developers so they cannot always resolve many of the matters that you have listed, but they do escalate it to the right teams. Our app is built so customers can manage their own accounts, we do not offer 'telephone banking', so there are limits to what the customer service team can do on customer accounts themselves. We do appreciate the feedback and we are working to improve the interface for customers to make it easier to use, so if you can share some thoughts on what you found complicated in the Track tool we would be very happy to take that on board. We have a very active community that would love to hear your thoughts on this. I do hope you try the app again once all the elements, including the Invest shelf, are launched and maybe you can benefit from having all these financial features in a single app.
Great idea but has technical issues
I would like to add an unrelated suggestion for the developers: widget showing the current balance/spending limit would be really useful
Response from developer
Thanks so much for the feedback and great idea. In fact widgets are in development and coming soon! As for the Track tool, this is designed to help you in two ways. The monthly budget shows your overview with the overall balance, but the weekly budget is focused on what is available to spend - your "unbudgeted" amount. If you have lost any data, can you send us some screenshots so we can investigate - email help@dozens.com - as this should not happen.
