Horrendous customer service experience :(
Positive reviews look extremely vague... Remortgage to a new bank, bank told me " you are one of the last few customers unfortunate enough to be using Optima.." And sure enough! - Literally the worst service I have ever experienced. Telephone - Everytime you call through, you painstakingly tell the robot your details, 9/10 doesn't work, go through to phone operator, go back on hold, 3/4times hung up on with no answer even after 20+minutes of being on hold. When you finally get through to someone, they cannot offer any updates, cannot communicate with the solicitor, and tell you to use the portal... why bother paying for customer service phone line?? what do they actually provide? Best case scenerio they message the solicitor on your behalf. Portal - Every single time I login in from my phone I need to do the OTP process.. which when I don't have signal doesn't work. When I do get in, email notifications don't align to notifications The message service doesn't allow for a message chain, or reference to previous mails 2/3 messages don't go answered, and answers that I do get take on average 2 working days, prime example, questions about completion (1st July) were answered 3rd July... Service - When changing my mortgage offer, they sent me several emails saying they haven't recieved the offer, the bank actually BCCed me in so I already knew they had it, and simply did not process it. Ok they got me there in the end, but I have never been so frustrated and untrusting of a solicitor. Finally £45 for a bank transfer Vs a free cheque is an absolute joke. Over all diabolical service. Advice: Provide a dedicated solicitor with name and email, allow 1 hour per day for the solicitor to respond to all client queries. Train your customer service staff to understand the process, have a direct chat with the solicitor, or even better a phone number for the solicitor... or bin your customer service and number completely.
