Al Rayan Bank UK

My latest contact with customer service has been outstanding. I have difficulty with using many online services generally and and can easily get confused or irritable. With Al Rayan when I telephone they are extremely patient and give as much time as I need to sort out the issue I have phoned about until it is successfully resolved. This support is almost heroic at the same time as being friendly and understanding. This is currently so important to me after being instructed to stay at home for at least 12 weeks throughout the current crisis. Many thanks

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Whoever is responsible for this app should be ashamed of themselves. It shouldn’t have been released until it worked on any reasonably modern device. I tried to register a few months ago and gave up when I exceeded the number of attempts allowed. It didn’t seem to like any of the perfectly valid account numbers I had. I’ve just finally talked to their support on the phone who tells me that their app doesn’t work on an iPad, my smartphone’s operating system isn’t recent enough and, if I want to access my accounts on my desktop, I must have a hard token, whatever that is, which may arrive in 2 to 3 weeks, and I’ll have to install Google Chrome, and I’ll have to ring them back when the token arrives for them to talk me through it. That’ll be at least another hour of my life wasted. Why on earth doesn’t it work on an iPad and why should I have to start using Google Chrome on my iMac desktop? I was quite happy logging on using their website. I really can’t be bothered with all this. There are plenty of other banks.

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I’m a second account holder on a parent’s account (I have POA as well) so that I can manage the finances which my parent cannot do. Like others, received notification that we have to migrate to this app. Tried on a iPad. Got so far through registration and the app got stuck with no way forward and no way back. I then tried on a iPhone. Asked for security info that I don’t think we’ve ever given to Al Rayan. Anyway, put in what the answers would have been and the app said they were invalid. Went into old website to check/change them there. Cannot be done without sending a secure message. Secure messaging broken, or at least gives no indication of message having been sent. All in all, complete failure. At this rate, will wait until account matures, then use the written letter that comes in the post to close the account. Don’t want to, but how else to proceed? Completely useless

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This is the most frustrating app, several attempts to register, get through to final page but only to then freeze and doesn’t load the account! When logging back on app once already successfully registered it take you through the whole registration process AGAIN, only to state I’m already registered (of course I am)! Still not loading my account details, have reinstalled app several times too but doesn’t work! Trying to call Customer Service is another waste of time, almost 30mins on hold and still haven’t spoken to anyone. So you tell me how do you expect your customers to access this app if it doesn’t even work?!!! I have two accounts with you and right now I’m contemplating closing them just because you’re making it extremely difficult to access my own accounts!! Don’t be surprised if customers start suing you!

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I finally thought Al Rayan would have stepped up their customer service with the secure message feature in this app. I thought the 1 hour wait times for calls would be worse. But no. I made a complaint nearly 2 WEEKS ago about an issue I have with my card. What do I recieve the next day? An automated message saying I have a reference and they changed the status of my message to closed. Since then I have not heard back and I’m stuck not being able to pay for things online!! What a disgrace! To be without a card during the coronavirus when everything is online and your bank doesn’t bother to get around to helping. Surely in these times more staff should be assigned to the remote banking sector? I’m definitely going to be changing banks. The sheer TROUBLE I have been caused!