Complaints about recent Zag Bank experience | Zag Bank | Discussion forum

Just an FYI regarding my recent experience. Here is an email I sent to the Zag Bank Ombudsman
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First, let me say that I will be surprised to hear any response bank on this complaint as I suspect your office is overwhelmed with complaints based on my recent experience with you.

I had been trying to set up an account with you but, because of all the problems and poor service, I have decided against this and I intend to forewarn all my friends about your
Issues.

My first problem was that your site is not well designed nor well documented. Nonetheless I still proceeded to apply. The first problem I encountered is that when you ask for day of birth there was no way to key this in - you had to click on a displayed calendar date. But the calendar does not work properly and I had to scroll back through multiple years, over and over again, to get to my birth year. I suggest you re-test and correct this.

When I tried downloading your mobile app (You call it SnapCheque in the email but that is not found in the Apple Apps store – I suggest you refer to the name Apple uses “Zag bank”, it would be easier to find.) I could not log in. So I had to call customer support (check the tape for July 7 at around 2PM PST. This was probably the worst CS experience I have ever had. The agent provided very poor instructions and I had a hard time understanding what he was directing me to do. (This was not helped by all the background noise at your location). Once I eventually understood what he was asking and I was ready to take a picture of my cheque I was advised that it had to be for a minimum of $1000 to get the special interest rate (your welcome email states $25 dollars and makes no mention of the fact it must be $1000).

So I had to cancel the call and cheque submission in order to get a new cheque prepared. On my second try I could not connect via the mobile app using the reset password value (this was reset by your agent in the first call) and neither would my previous PSWD work. So I logged into your web-site (this accepted the reset password) and again re-set my own password and was then able to log into your mobile app.

I then tried taking a picture of my cheque –twice (both front and back) and both times your app said it could not process the picture (Note I use CIBC’s app for photo cheque deposits all the time without ever having a problem).

So I again called into your customer support but this time the background noise was so bad I could not understand a single word.

So that was the last straw. I will not be proceeding with my application and I ask you remove all of my personal information from your system. I shudder to think how frustrated I would get if you had my money and continued with this poor service.

It is my opinion that your bank is not ready for prime time. It is the worst customer experience I have had in some time.

I await your response.

Regards,
Ed Darte