Monmouthshire Building Society Arvostelua 

Helpful staff and speaking to someone in person

Having found that the MBS offered 6% in their savings account two days ago, I downloaded the app as it's app only. I entered all the details yet when I submitted my linked bank details, the app stated it was unable to verify my account. I called them and explained the situation and was told they were experiencing app issues and so try again later in the day. I've tried no less than seven times since by uninstalling the app and reinstalling. Each time, after entering most of my details, it stalled on the bank verification stage. I'm not going to try again as I've wasted so much of my time already.

As a result of my review, the gentleman I spoke to last Monday called me and was very helpful in assisting me to open an account which was successful once he manually approved the bank information (following a soft search). This said, I have given the MBS a 3 star rating rather than a 1 for this reason. However, they are let down by an app that is not fit for purpose as it doesn't work.

Two days after being told my account is open, the app is still saying "Getting things ready". The app is broken and I've decided to give up and close the account as I can't access it. A 6% return on savings may sound good but is meaningless if MBS can't get the account up and running. My advice is to steer clear of the MBS. For this reason, my rating has gone back to 1 star (I'd give it a 0 if this were possible).

Friendly honest staff who really look after you

David is professional, polite and goes beyond what would be expected of a member of the team at the Swansea branch .

Miss muss noor collegue of building society Lovely lady very polite and helpfull

Seen immediately in branch by Muss who was excellent and gave great advice, very professional. Great service as usual from the Monmouthshire b

Having read other reviews I can see this building society doesn’t score well. On a regular savings application my linked account was rejected prompting me to phone in. The agent didn’t know tge reason for the rejection. The app didn’t allow me to retry with another account, tge advice was to delete, reinstall and go through all the rigmarole again. Now I’ve put in a different linked account and am waiting for my application to be processed. Why. Is this not automated. Will it be worth the effort of setting up a regular saver account? Who can tell.

Attended without an appointment and they managed to fit me in . Very courteous and professional

The staff at the Cardiff Queen St branch were extremely friendly and helpful getting my issue resolved quickly. A massive thank you to them!

Professional, helpful staff who are more than willing to help with problems. We're 2 old folk who needed, and received all the help we needed. Well done to Morgan in the Risca branch. We're extremely grateful.

Offers app only accounts, and the app don't work!
5 months ago, I opened an app only savings account. Then I got a new phone. Tried to set up the app on the new phone, and it is impossible.
First I selected I have an account and am registered for the app. They send me a SMS with a code to continue the registration which the app accepted the code...only to immediately say the number is not recognised! What??? You just accepted the code!
OK I thought, I will register to use the app as a new user, entered all my details, only for it to say I am already registered!!! Basically I have no way of accessing my account now unless I run 2 phones which I do not want!!!

First class service from Louise and Morgan at the Risca Branch.
Thanks again.

The Bank of England has reduced the base rate six times in the last eighteen months by a total of 1.5%. The Monmouthshire: three times by a paltry 0.5%. They will say they are not obliged to follow the BoE rate and have a responsibility to borrowers and savers... But with a 61% rise in profits this year, MBS's claim to be run for the benefit of their members sounds very, very hollow.

The staff in the Cardiff branch are super helpful and friendly. It’s a pleasure to visit!

Swansea is a helpful and friendly branch love my local branch and my passbook

Excellent service in branch. Each visited greeted by knowledgeable friendly staff who couldn't do more to help. Feels like money in safe place compared with App based digital accounts

Signed up for the regular saver account since they had slightly better rates than other banks. Now it is coming up to christmas and I need to access the money i saved but unfortunately, like many others, i am unable to access the app. Despite multiple uninstall/reinstall attempts. Called them up and apparently they have an internal issue which they are trying to resolve but they can't give a time frame on that and no guarantee that we will be able to access our accounts before Christmas. This is disgraceful. Avoid!

Earlier this week I got my Coventry BS account working through their phone app, so I thought I'd try the Monmouth app too.
12 Dec Installation doesn't even fully complete so it's not a problem with verification. Takes ages "Getting things ready" then after "Before using the app agree terms and..." & ticking agree boxes and Continue it just freezes.
13 Dec several remove, reinstall, reboot and restarts later, it finally installed and asked for my mobile number, sent passcode. Currently frozen at accepting that. Time to reboot and reinstall. Again.
Still 13 Dec. Reinstalled, rebooted, powered off and on, now freezing same as yesterday, doesn't get as far as asking for my mobile number.
So MonBS, maybe you need to find another app developer, get customer testing/validation before you offer the app again ?

I could have been lucky but I managed to open a regular savings account through the app easily, took about 10 minutes

I paid off my mortgage with Monmouthshire Building Society, but they still took another full payment afterwards. I could see it showing under my pending transactions and tried calling several times, you simply can’t get through on any of the numbers. When someone eventually called me back, they assured me the extra payment wouldn’t be taken. And guess what, it was.

Now I’m left chasing them again, and getting through is a nightmare. After years of being a customer, I expected much better communication and care, especially at such an important point like mortgage redemption. Really disappointing experience.