So I am not a UK residence and am only commenting on my experience with their customer service as a tourist who visited this bank and does not have an actual account with them.
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First of all. I'm not the smartest tourist that ever visited London. My reason being that I didn't bring nearly enough money or travelers checks, and I don't have an international chip-n-pin credit card. Long story short, I ran out of money after about three days in this VERY expensive city. This entire event happened on a Saturday (also not the best day to run out of money anywhere as banks are usually closed or have early closing hours on the weekend. I slept in, so it's not around 3pm on a Saturday).
I walked in to Metro Bank, which is open 24 hours. Awesome. The bank itself is pretty sexy, modern, clean. I walked up to the tellers, who were all fairly young and attractive and smiling, I might add. There was no wait either, score! A guy named Jack asked me what I needed help with and I explained my touristy predicament. He told me to try the Sainsbury (a grocery store) across the street to see if I could get money back with my American credit card. He said that I could try using the ATM's at Metrobank but that they might swallow my card and that if that happened he wouldn't be able to retrieve it.
I thanked him and tried Sainsbury, and while they did accept my American credit card to purchase a pack of gum (along with the 3% foreign exchange rate), I was not able to get money back. Bummer.
I went back to MetroBank and told Jack what happened. He asked what kind of cards I had and so I handed him my Amex, Visa and Mastercard. He apparently had never seen a see-through Amex card before and presumed to show it's "coolness" off to the rest of his young bank-teller friends (no my card info was not compromised). He then told me to try the money exchange places at Leicester Square. He even looked up the directions on his computer for me and told me how to get there by foot or by tube (subway).
I got to Leicester Square via his directions (just one stop on the tube from Holborn) and found a FREE CASH WITHDRAWALS atm, these are all over the city and are AMAZING. I was able to get money out with my Union Bank of California debit card (Mastercard) with no issues.
Like I said, I don't know how the rest of this bank works but this guy seriously saved my dumb, tourist butt on a Saturday when I had no idea where to go, what to do or what was around me. So I'd say for customer service Metrobank is the best I've ever experienced and I don't even have an account with them. Thanks guys!
Indeed, I`ve been a Co-op Bank customer for 50 years. Now look what has happened to them. However the Metro Bank are opening a new Branch in Epsom soon.
I know bankers and their bonuses are a thorny issue, but surely we should judge each by the branch that serves us. I rang Metros Customer line and the young lady their replied and listened very patiently to my wittering's. Next I shall attend the opening of the Epsom Branch. Wait for more reviews!
It just goes to show that there are some very damaged individuals posting on theses sites. Like the four 1 star reviewers below. Because this bank is trying very, very hard to different to the other high street banks. They answer the telephone no automated systems, they have a call centre based in Holborn not Delhi, and the staff are unfailingly polite.
So, to give them one star regardless just like HSBC, Natwest, Barclays and the other banks is just plain mean spirited. Join this bank, it's the best thing you'll do this week.
I have been banking for 30 years and these comedians are no better than any of the other banks they claim they could better. Their underlying internet banking software is completely rubbish ,evidenced by their attempt to relanuch it in january 2013. Customer service agents are friendly, but often powerless.
I have had issue after issue. Don't waste your time and contact First Direct. Sadly, nobody has yet been able to challenge the poor banking service that we seemingly perceive to have.
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