Wish I could give 0 stars! A clunky and old-fashioned website, which has become worse since the so-called "update". To top it all off, which modern day bank would carry out days’ worth of website ma... Näytä lisää
Emme tarkista arvosteluissa esitettyjen väitteiden paikkansapitävyyttä, sillä arvostelut ovat arvostelijoiden omia mielipiteitä. Arvostelu voi kuitenkin saada Varmennettu-merkinnän, jos pystymme todentamaan, että arvostelun kirjoittaja on asioinut yrityksen kanssa. Lue lisää
Alustan luotettavuuden varmistamiseksi kaikkien arvostelujen – varmennettujen ja varmentamattomien – on läpäistävä automaattinen seulonta, joka on käynnissä kellon ympäri. Järjestelmä tunnistaa ja poistaa ohjeistustemme vastaisen sisällön – myös arvostelut, jotka eivät perustu aitoon asiointiin. Tiedostamme, että asiattomia arvosteluja saattaa tästä huolimatta päästä läpi. Voit tehdä meille ilmoituksen mistä tahansa arvostelusta, jonka uskot jääneen meiltä huomaamatta. Lue lisää
Katso, mitä arvostelun kirjoittajat sanovat
Website has been down for a week with no communication. Currently unable to pay our employees who have mortgages, rents and children with little to no help over the phone. Just not acceptable and will... Näytä lisää
My husband and I have used CAF for many years as a simple way to donate to various charities. We have found it helps us to keep tabs on our giving for when we have to give this information to HMRC.... Näytä lisää
Yritys on vastannut
I’ve been using CAF to put aside money for charitable giving. I love the way the tax is reclaimed allowing me more money to give. It is a very reliable platform which now, of course, is entirely d... Näytä lisää
Yritys on vastannut
Yrityksen tiedot
Tietoja yrityksestä Charities Aid Foundation
Yrityksen kirjoittama
CAF is a leading charity working at the centre of the giving world. We help donors to give more impactfully and charities to build their resilience so they can do more of their life-changing work.
To leave a review about CAF Bank, please visit their separate Trustpilot page.Yhteystiedot
25 Kings Hill Avenue, ME19 4TA, Yhdistynyt kuningaskunta
- 03000 123 000
- www.cafonline.org
3,4
Keskitasoinen
247 arvostelua
Pyytää asiakkailta arvosteluja
Tämä yritys pyytää asiakkailtaan arvosteluja – olivat ne sitten hyviä tai huonoja
Trustpilotissa on kyse ihmisistä. Tämä yritys voi käyttää lisäksi tekoälyavusteista työkaluamme, joka auttaa vastausten laatimisessa.
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Poor, Poor, Poor
So much is going wrong with the new CAF online Banking system.
Can't search transactions
Bank Statements gone missing
Direct Debits now being cancelled
No telephone help available
I have started looking for a new bank.
18. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for raising the problems you have experienced using our new online service, Malcolm. We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
Our User Guide provides details on how to use our new transactions function from Page 24 onwards: cafbank_userguide_web_060625_spm-15860.pdf
We are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
We have significantly increased the number of colleagues available to answer questions and provide support. The call wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team. If you are unable to join the queue to speak to someone, we advise on phoning again later that day when the lines may be quieter.
If you would prefer to speak with a member of our team, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. A member of our team will be pleased to contact you directly.
Thank-you for bearing with us.
Terrible transition to new system
Been a terrible transition. Worked well previously. Have spent 10 days unable to access our church bank account. Bank phone line just goes dead when called...
18. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
We are sorry to read of your experience in trying to access our new service, David.
Our User Guide provides details on how to access the service from Page 24 onwards: cafbank_userguide_web_060625_spm-15860.pdf
Should you require new temporary log in details, you can request them via this form: Request your login details | CAF
We are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If you would like to speak with a member of our team, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. A member of our team will be pleased to contact you directly.
Thank-you for bearing with us while we work to make this right.
It's the response to faults, that distinguish the best companies
The new system implementation was bad. They then did not react adequately. nb. I can now pay (23rd).
1. OTPs not issued repeatedly (16th, 17th, 18th, 19th).
2 hours on phone then phone battery ran out (48th in queue) on 17th (worse on 16th). On 19th and morning of 23rd not even a queue, recorded message said not taking calls!
However, on the plus side, the response to my email was quick.
17. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Updated Reply: Please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help. Thank-you for bearing with us.
Original Reply: Thank-you for making us aware of the problems you have experienced in accessing our online service and reaching our team.
We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
We have significantly increased the number of colleagues available to answer questions and provide support. The call wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team. If you are unable to join the queue to speak to someone, we advise on phoning again later that day when the lines may be quieter.
If there are any outstanding issues we can help with, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help. Thank-you for bearing with us.
Can only download 31 days transactions…
Can only download 31 days transactions at a time with the new system. Will probably have to change banks unless this is improved. Also the downloads don't always work, most times only get the headers and no actual transactions!
17. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for making us aware of the problems you are encountering with the new service, Nicholas. We appreciate that this has not been an easy transition for all customers, and we are sorry for any inconvenience caused.
Our User Guide provides details on downloading transactions from Page 24 onwards: cafbank_userguide_web_060625_spm-15860.pdf
We are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If you would like to speak with a member of our team, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. A member of our team will be pleased to contact you directly.
Thank-you for bearing with us while we work to make this right.
Terrible banking experience
Our small charity has spent a significant amount of time and money on phone calls, just to gain access to a banking system that appears to have been corrupted. Dates are jumbled, balances don't tie in, direct debits have not been actioned, payments have not been made - it has resulted in a very stressful 10 days. We used up our £10 monthly phone credit in just one day of calls to the bank seeking help just to log in. We need reassurance from CAF Bank about progress on rectifying the system rather than requests to 'bear with us while we make these changes'. We are exceedingly concerned.
16. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for making us aware of the difficulties you have experienced using the new service and in reaching our team.
We are sorry that the transition has not been an easy process – and we recognise the inconvenience and frustration this has caused. We have now implemented fixes to help address the issues you raise.
If should still like to speak to a member of our team, please email clientrelations@cafonline.org with your name, charity, and phone number. We will be pleased to contact you and help resolve any ongoing issues.
The PRA should step in to review CAF's system
CAF seems to be presenting the difficulties with the new system as being operational snags. They are not.
Balances do not reconcile in that extracted data do not agree with statements; carry and brought forward balances differ; data are missing.
The simple fact is that clients data have been corrupted and balances cannot be relied upon.
The Prudential Regulation Authority should step in now, as these are 'systemically significant' issues, and a major systems failure. When a bank's numbers do not add up, it's time for serious action. Existing clients should consider changing provided IMHO, as there are big questions to ask about their competence.
17. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for making us aware of the problems you have experienced using the new service, Graham. We’re very sorry for the inconvenience and frustration this has caused.
We recognise that the transition to the new service has not been an easy process and our team is working to correct any outstanding issues. We are also aware that some customers have had issues with how data is displayed, and our team has implemented fixes to resolve this problem.
Should you still be experiencing this issue and would like for a member of our team to contact you directly, please email clientrelations@cafonline.org with the charity you represent along with a direct phone number or address email. They will be happy to help resolve any issues.
Thank-you for bearing with us through the transition to the new service – we are working to make this right.
Don't waste your time
The online upgrade has been a shambles. The system cannot cope with the traffic, and information is lacking. Apparently CAF knew there was an issue with accessing their system via Chrome but no one has thought to communicate this to their users (I had to trouble shoot this for myself). I have spent 6 hours of my life in total on the phone waiting to speak to someone, and on more than one occasion I have been cut off before I can speak to someone. Their online messaging system is a waste of time and when I finally got a reply it said 'we can see you've got access' which is not true! I'm still waiting for one of my usernames. We have people who are still waiting on invoices to be paid, I have payroll due and I'm not confident I'll gain access in time to authorise it! Absolutely shocking to have our money held ransom by a system that isn't fit for purpose, and a bank that doesn't know how to fix it.
16. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for making us aware of the challenges you’ve faced using the new service, Richard. We’re sorry for the inconvenience and frustration this has caused.
We recognise that the transition to the new service has not been an easy process and that our phone lines have also been significantly busier than usual – we now have additional colleagues working on calls.
A step-by-step guide and support on how to activate your access to the new service can be found from page 5 of our Online Banking User Guide, which can be found here: https://www.cafonline.org/docs/default-source/charity-finance-and-fundraising/cafbank_userguide_web_060625_spm-15860.pdf
Advice on accessing your temporary password can be found on our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If that does not solve the problem, you can request for login details to be resent to you by completing this form: https://www.cafonline.org/banklogindetails
If you would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. They will be happy to call and help you access the service.
Thank-you for bearing with us while we make this right.
A shamble
Well, now we are linked between QuickBooks and CAF but... when you update... the transactions don't come across from CAF!
Meanwhile... the 'alternative' ... downloading '31 days' of historical data and guess what, the balances at each end period - in the CSV files - don't match the balances in the 'Accounts Overview' nor do they provide the transactions done thus far in June!
14. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
We’re sorry to see you have still experiencing problems with the new service, Philippe.
If you would like someone to contact you for support, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. A member of the team will be happy to call and help you.
Thank-you for bearing with us while we make this right
Untested, disasterous upgrade
Upgrade has been a total disaster, I was locked out for 2 days and colleague who approves payments cannot get access at all, repeated attempts to call helpline fail, are cut off, or told to call again later - average queue length is 100+. Historical balances are c£80k more than the actual balance, can't sort or search payees (pointlessly renamed as beneficiaries) no group payee lists have been brought across, slow system which times out frequently, Still can't delete more than one payee at a time, - this is no improvement - rather more several steps backwards, still no communications to account holders who are simply told to "bear with us while we sort a temporary issue" - I would suggest it is a lot more than that - and please don't post me a link the FAQ's which as as much use as a chocolate teapot!, 0/10
UPDATE 09/07 despite writing to Ben Jowitt and being assured of a reply to my numerous (and growing by the day) problems I have received nothing, he does not answer his phone, OTP are still not working as they should - hours to make 12 payments - NOT GOOD ENOUGH - we are sick of baring with CAF while they get this right, COO and other senior staff should walk.
13. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for making us aware of the problems you've been having with the new service and reaching our team, Jo. We are very sorry for the disruption and inconvenience this has caused.
If you would like for someone from our team to contact you directly and help to resolve any problems, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. They will be happy to call and provide assistance.
Thanks for bearing with us while we make this right.
Can't get into new internet banking…
Can't get into new internet banking system. Changed password easily but CAF can't send one time passcode. After a long phone wait, got someone who checked all my details but left me hanging on for 30 minutes until I gave up. Conclusion is that system is seriously flawed and nobody has been trained to put it right. Charity is having to revert to cheques and trustees will have to decide whether to move to a bank that is more competent.
12. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank-you for making us aware of the challenges you’ve faced using the new service, Keith. We’re sorry for the inconvenience and frustration this may have caused.
We recognise that the transition to the new service has not been an easy process and that our phone lines have also been significantly busier than usual – we now have additional colleagues working on calls.
A step-by-step guide and support on how to activate your access to the new service can be found from page 5 of our Online Banking User Guide, which can be found here: https://www.cafonline.org/docs/default-source/charity-finance-and-fundraising/cafbank_userguide_web_060625_spm-15860.pdf
Advice on accessing your temporary password can be found on our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If that does not solve the problem, you can request for login details to be resent to you by completing this form: https://www.cafonline.org/banklogindetails
If you would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. They will be happy to call and help you access the service.
Thank-you for bearing with us while we make this right.
A shambles and terrible service!
After the online change we have lost all our payee history (we have over 150). I’ve tried manually adding a couple and each one requires a separate Pin via phone authentication. It’s so clunky and slow.
I tried phoning, emailing - mostly don’t answer or reply - latest email says they’ve fixed the payee history problem - but they haven’t !!! I’m stuck - can’t pay invoices. Avoid this bank.
12. kesäkuuta 2025
Oma-aloitteinen arvostelu
Critical payment reference failure – unacceptable oversight
Since the CAF system upgrade on 9 June 2025, we’ve experienced serious failures, particularly with outgoing payments. The most critical is that payment references are no longer passed on to recipients. This means our suppliers—many of whom rely on invoice-matching via these references—are unable to reconcile payments.
Even when entering both our reference and the supplier reference into the system, no reference appears on the receiving bank’s side. We flagged this immediately on 10 June and were told it was being looked into, but no warning or guidance has been sent to other users. This is not a minor glitch—it’s a major operational failure that affects audit trails, payment matching, and potentially statutory payments to bodies like HMRC, where correct payee references are required by law.
It’s unacceptable that CAF hasn’t proactively communicated this fault. Every organisation using this system should be warned now. The lack of transparency is adding to the chaos caused by this poorly tested upgrade.
11. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
We’re sorry to read of the trouble you’ve been having with the new service, John, and apologise for any inconvenience experienced.
We appreciate that the transition to the new service has not been an easy process.
Should you wish you speak with a member of a team for support, please email please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues.
Thank-you for bearing with us while we make this right.
A total shambles!
Yes, a total shambles with the changeover. We have been unable to pay any bills all week as 2 or us have not received passwords, or at least ones that work. And no response from CAF to completed forms and emails to resend passwords, only an email to say check my junk folder. Surely if they can send that email, they can just as easily send a password.
Who on earth thought they could do this changeover and take the old system offline in a matter of days, leaving no time to sort out issues? Did anyone test this system before implementation? It doesn't seem like it.
Update 16.6.25
After several emails and a week of trying, I've got a password and can now get into the system, as can our other users. Thanks to Ben Jowitt of Client Relations Dept. for sorting this out.
One noticeable issue, though, is that there's no way to get 'Beneficiaries' (they're Payees, aren't they?!) into alphabetical order, which is a pretty basic requirement.
12. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Hi Andy - Sorry to hear of the problems with accessing the new system and in receiving the support you require.
If you still need our help and would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. We can call to help with any problems.
Thanks for bearing with us while we make this right.
Update 16.06.25
Thank-you for providing us with an update, Andy. We have just sent a request for additional information from you - if you are able to provide a surname with us that will help us raise this with our Client Relations team.
Unable to do anything in new online…
Edit 16/06/2025
To add insult to injury CAF have now taken their monthly £5 bank charge 3 times in June with a strange narrative - capitalise. The new online system seems to have been written by developers with absolutely no knowledge of banking. After several attempts at creating a bulk payment template followed by a bulk payment request I managed to create one for approval yesterday but the first OTP code did not activate the continue button and I had to request a 2nd OTP that did work. I have 40 years accounting experience and used numerous online banking systems over the past 20 years and NEVER have I seen anything like this.
Unable to do anything in new online banking as it doesn't work. Creating new bulk payment templates doesn't work despite now being able to see some of the beneficiaries. Unable to authorise payments due to failure to transfer all users to the new platform. Looks like they've used old data or some sort of scrambled data. Clearly launched without testing at all.
For those who have already posted saying they didn't receive a temporary password - I managed to find mine with this guidance from CAF bank:
If you are an Android phone user & have not received your text message:
Please check the ‘Spam & Blocked’ folder on your phone. To access this folder:
Go to your ‘Messages’
Tap on you profile picture
Click on ‘Spam and Blocked’
Look for a message from ‘cafbank6039’
If you are an iPhone user & you have not received your text message:
Please check whether or not you have a Filter set. To access this filter:
Go to your ‘Messages’
If there is a filter, this will appear in the top left corner
If you see this displayed, please click to show ‘Unknown Senders’
Look for a message from ‘cafbank6039’
If you are an iPhone user & you have deleted your text message:
Go to your ‘Messages’
If there is a filter, this will appear in the top left corner. If not, it will show ‘Edit’
Click on ‘Filter’ or ‘Edit’ in the top left corner
Select ‘Show Recently Deleted’
Look for a message from ‘cafbank6039’
If you are still unable to locate your text message:
Please request your login details to be resent to you by completing this form (link not included here)
12. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Update:
We are sorry to hear you are continuing to have problems with the new service, Janice.
Support on how to use the Bulk Payments feature can be found from Page 140 onwards of our User Guide: cafbank_userguide_web_060625_spm-15860.pdf
Should you wish instead to speak with a member of team, please email clientrelations@cafonline.org with your phone number or email address, along with the name of the charity you represent. We will be pleased to contact you directly to help resolve any ongoing issues.
Original response:
Thank-you for making us aware of the challenges you have experienced with the new service, Janice.
We appreciate that the transition has not been an easy process and are sorry for any inconvenience or frustration caused.
Should you wish you speak with a member of a team for support, please email please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues.
Thank-you for bearing with us while we make this right.
APPALLING BANK
APPALLING BANK
Well well well, what a surprise, CAF BANK you have excelled yourselves this time. 9th June 25, NEW improved log ins, system etc. SADLEY doesn’t work, for 3 days now have not been able to access our charity funds. Absolute shambles of a bank. Thankfully no longer rely on this appalling company as our main bank. Said it before will say it once more. STEER CLEAR OF THIS BANK.
11. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank you for raising the issues you’ve been experiencing since the launch of our new service. We are very sorry for the problems this has caused and appreciate how frustrating it has been.
We recognise that the transition to the new service has not been an easy process for our customers. Our phone lines have also been significantly busier than usual, and we now have additional people working on calls to support customers in accessing and using the service.
Advice on where accessing your temporary password can be found on our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If that does not solve the problem, you can request your new username to be resent to you by completing this form: https://www.cafonline.org/banklogindetails
If you would instead like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues.
Our apologies for the problems you’ve experienced with the service – we are working to make it right.
New online banking system is a total failure
CAF Bank launched a new online system this week. They provided me with a new username but have failed to provide a password for me or my colleagues. We have no access to our bank account this week, and can not make payments which will soon be overdue. The CAF Bank telephone system has a recorded message saying they can not answer calls and please call back later. This is absolutely the worst service possible.
11. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Hi Phil –We’re very sorry for any inconvenience this has caused and appreciate how frustrating this has been for you.
We recognise that the transition to the new service has not been an easy and that our phone lines have also been significantly busier than usual – we are sorry for any inconvenience and frustration this may have caused. We now have additional people working on calls.
Advice on accessing your temporary password can be found on our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If that does not solve the problem, you can request for login details to be resent to you by completing this form: https://www.cafonline.org/banklogindetails
If you still need our help and would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. We’ll be pleased to call to help with any problems.
Some comments on the new Online Banking…
Some comments on the new Online Banking system....Why, oh why, have you removed the basic bank account format of credit and debit columns. Instead you have merged them into one column with positive and negative numbers. This means that downloads of transactions to put into my own accounts system need significant extra processing to split out that column into the usual two columns.
You have also changed the order of transactions - used to be oldest at top and newest at bottom...now it is reversed. Once again a significant impact on end user systems.
I've had to manually sort out "historical transactions" between 2nd June and 6th June - the data provided was not in date order but was all scrambled up.
On-line statements are not available post April 2025...I wait to see what these are like - hopefully a credit and debit column version like we used to receive (and which all other banks produce)!
11. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
We’re very sorry to read of the problems you are encountering with the new service, David.
We fully recognise that the transition to the new service has not been an easy process – and we apologise for any frustration or inconvenience this has caused.
Should you wish to speak to a member of our team, we would be pleased to contact you directly - please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number and they will be in touch.
They’ll be happy to help resolve any outstanding issues. Thank-you for bearing with us. We will make this right.
This upgrade is a mess
Unfortunately despite helpful staff (when you get through to them) currently their phone message since 9am says call back later. They haven't responded to emails either. I appreciate they are swamped, but currently I cannot pay our suppliers as the person authorising can't gain access.
To top it off, the 'historical transactions' are showing the dates out of order, with no way of sorting, and the balances are incorrect. I can no longer connect to QuickBooks, none of our group payees have been brought over (which requires adding them again, and the new group template will not allow selection of beneficiaries yet. To top it off user interface wise it's actually worse than the last platform!
This is not down to the staff, but the developers and it is an absolute mess. It clearly wasn't ready to launch. Had no updated emails from CAF as to progress.
11. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Thank you for sharing your experience of using the new service and in reaching our support team, Sonia.
We recognise that the transition to the new service has not been an easy process and that our phone lines have also been significantly busier than usual – we are sorry for any inconvenience and frustration this may have caused. We now have additional people working on calls.
For QuickBooks users, we are aware that CAF Bank is not appearing on the list to connect to. We are investigating why this has happened and working with software partners on a solution. Please check back on our website for an update on this.
Step-by-step guidance on how to manage template can be found in Section 6 (page 126) in our User Guide. If ‘historical transactions’ are in not in date order, you can download these as an excel file – and the guide outlines this process. You can view the guide here: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#guide
If you are you continuing to have problems with the new service and would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues.
Thank-you for bearing with us.
Nothing other than I expected
CAF launched a new online banking system on Monday. I had previously received an email with a username, informing me that my temporary password would be sent by SMS. I waited until launch day but still no password. I called CAF customer services at various times on Monday and Tuesday to learn that they weren't accepting phone calls. There was simply a recorded greeting telling customers to call back later. Presumably they had messed up the launch of the new system on such a massive scale that they were being inundated with more calls than they could manage. Today, on Wednesday, they are now accepting calls. In the time I have been waiting, I have done my dishes, cleaned the kitchen, cooked and eaten a meal, responded to correspondence, and set up a charity fundraiser. At the time of writing, I have been waiting for 2 hours and 14 minutes. Tomorrow, I am expecting news that means my charity will need to engage in a number of financial transactions, so I cannot wait for the 5-day estimate turnaround on their online support form that I filled in on Monday.
EDIT: I was connected shortly after submitting this review. It turns out the reason I didn't receive the SMS with my password is because they sent it to my old phone number. I changed my number in January last year and updated it with CAF. They have been successfully sending me messages to my new number for 15 months, but for some reason, with this new online banking system, they have managed to dig out my old number from somewhere and use that instead. The only positive thing about the whole experience was the agent who immediately identified and resolved both this problem and the problem that led to my last review of CAF.
11. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Hi Cyprian – thank-you for bringing the problems you’ve had accessing the new system to our attention. We appreciate how frustrating this has been and are very sorry for the inconvenience caused.
Our phone lines have also been significantly busier than usual - we have made additional people available to support customers in accessing and using the service. We’re pleased that they have been able to support you in accessing the new service.
Should there be any further issues we can help with, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues.
Thank-you for bearing with us as we work to make this right for you.
A complete fiasco
In the past two weeks they completely messed up the transfer of account holder for our charity, leading to me spending nearly two hours talking to people who never seemed to have the full picture. Just got that sorted and the 'upgrade' is turning into a complete mess, meaning I can't make payments which are due. Have made repeated attempts to activate my new user ID and password today, without success. Unable to get any response to phone calls.
10. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Charities Aid Foundation
Hi Ros - thank-you for making us aware of the problems you have encountered with our new online service. We appreciate how frustrating this has been for you and are very sorry for the inconvenience this has caused.
We recognise though that the transition to the new service has not been an easy process for our customers and that our phone lines have also been significantly busier than usual. We now have additional people working on calls.
A step-by-step guide on how to activate your access to the new service can be found from page 5 of our Online Banking User Guide, which can be found here: https://www.cafonline.org/docs/default-source/charity-finance-and-fundraising/cafbank_userguide_web_060625_spm-15860.pdf
If you still need our help and would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. We’ll be pleased to call and to help with any problems.
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