Liv. Bank

The app is designed really well, good branding, easy to open a bank account, LOVE! the goal account feature, nifty features such as to lock card and add to Apple Pay from the app, transferring money to “local banks” is easy. Now, to the cons. Customer service is at an extra low, very poor!! The bot seem to be more useful than the human being who replied me with something which made no sense at all (after 2 days!). Companies put in so much money into technology but neglect hiring and training real people to work for them, which is very important. Also sending money abroad isn’t easy or straightforward as other banks. So Liv. Is a good “2nd” account to have, with features like goal accounts, it’s a very useful for saving money.

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The customer service is the worst, it is unimaginable and it is very frustrating that no phone or face shows up to take responsibility for any of the mistakes or harms caused. I have got wrong information from multiple agents over the chat and got myself in a serious situations thanks to that... and no one ever contacted me or assume any responsibilities. Not to mention it can take full days to get an answer if you are lucky enough and get one, and if you gotta ask something else, well wait until another miracle happen. They call it “chat” but that concept is utilize for instantaneous messages going back-and-forth, if we are to compare Liv. communication effectiveness with anything else, try those mail riders with horses in the past, they will surely be a lot better. One thing is trying to be cool making it all through an app, but another thing is avoiding responsibility and becoming the worse customer care in history and there is no one to complain to... oh wait there is... the so-called “””chat””” good luck though...

I encountered the problem of not being able to activate my card. It was frustrating at first, I even went to a branch of Emirates NBD bank for clarification but was then informed that they didn’t handle Liv problems. I chatted with Liv chatbot and received a reply in 30 minutes. However, the next day I received a call from the worker I talked with at the bank, saying that I would receive another call from Liv about my problem. Then the very next day I did and my card was successfully activated with no hassle! Since Liv is new and surely requires lots of improvement, I think we should be more understanding and patient with their situation, taking into consideration that they are also doing their best to help us.

I don’t usually write reviews but a very poor customer service interaction led me to. The card is almost my favorite. It’s useful and very handy. The features could easily make anyone switch cards. However, even though it being digital is on the trendy side, it is definitely not helpful when you want to inquire about sensitive details about your account; robot or not, they’re both just as bad. It’s even worse when you get someone who gives you incorrect information then later on when you figure it out on your own, they try to cut the conversation short and even leaves it midway! If that’s not rude, I don’t know what is. There isn’t even a way to complain about this and I feel offended.

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Important things first, do not open account. My account was opened, I transferred money in my account and then I get message that my account has been closed. I tried to transfer back my money but got an error that transferred money should be less than AED1. I mean is this a joke? Who transfers less than AED1? Worst part is when you need assurance regarding your hard earned money, this type of account has no customer care, only chat available and response time on chat is minimum few hours. Can someone imagine, in times of need and concern you don’t have any contact with bank representative? Beware of such cheap accounts which try to offer online service aiming to garner deposits and further lending that money but take no responsibility to assume any cost to offer any service to customers...without customer service not possible to survive in this age of customer excellence. Would recommend moving to ADCB