The Co-operative Bank - Durham - Durham

Kevin W.

While the people who work at the bank are kind and patient, I have never had a worse banking experience in my life. Setting up an account required an hour and a half-long interview. I am required to have no less than five different passcodes and pin numbers for different things. A special pin just to access phone services, a pin for going to the bank, and a pin for using my card at stores. If you enter your pin wrong at a store, then you have to wait on the phone for an hour before they DO NOT reactivate your card. Rather, by waiting on the phone, and then talking to a representative, you are allowed to go to an ATM and then you can unlock your card on the ATM. I also had other difficulties working with this bank.

Long story short, while the people at the branch are nice, the processes that the bank uses are convoluted and difficult. I will be finding a new bank as soon as I can.

Edit: I wrote this review while I was waiting for an hour on the phone to get help, and someone responded with an apology before anyone actually gave me customer service. That shows me that they care more about their image than their customers.

kim O.

Just want to thank the young lady on the counter in the Durham branch today (between 12 - 12.30) who helped my grandaughter set up her on line bank account and her phone app. She was so patient, very helpful , very pleasant and a credit to the bank. Fantastic customer service.

Paul B.

Disgraceful.Only way i can some up their services..I have very recently lost my father who has left us a small amount,i simply went to the bsnk to rewuest a payment for my fathers funeral,was told no appoinments for 4 wks also told them the app they told me to use wont work...I will be seeking legal representaion ..I hsve never been so disgusted in all my life..Not like things are hard enough at the minute

Andrea V.

3 hours of trying to speak to someone about my elderly parents problem only wanted them to be sent a new pin number. Today I will have to take my mum of 87 to Durham, cos that's the nearest back to her during covid when she should be protected just to get a new pin. Disgraceful

Robert C.

A ludicrous unprofessional bank. My sister and I were left a small bequest and needed to open a joint account to take the funds; I, fool that I am, got a poor credit score when I forgot to pay a bill for polish zlotys (I go there for private dental work). These disgusting credit agencies!! The coop behaved like zombies following orders with no human empathy and refused to open the account! We went elsewhere. I always avoid coop shops, now I add another of their offerings.

Maggie W.

I've been with this bank for over 40 years. They are superb. The staff are so helpful and prepared to go the extra mile for customers.

Rita M.

this bank has the absolute worst website ever it locks me out continually stating information entered is not correct . How can it be incorrect when the passwords/codes etc are given by you updated by me and in front of me as l attempt to get on line.. After several years of this are now intending to close this account it the bank it a joke

Linda B.

Excellent service in bank as well as by phone, the staff can't be faulted, I will not use another bank