Criticism on rating portals: Users have difficulties with Migros Bank’s new e-banking

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More than half a year has passed since Migros Bank implemented its new e-banking system. Teething problems are normal at the beginning of the transition. However, it is surprising that today users are still uncomfortable doing e-banking via internet browser or application.

«This practice is a corruption in every respect. “It’s too slow, the operation of individual areas is too complicated,” complains one reader reporter. Another user complains of “constant crashes” when using the e-banking app.

Even today, the new system is criticized on various rating portals such as Google, Trustpilot, Apple Store and Chartoo. In recent months, a few positive comments have been met with hundreds of negative comments.

Someone angrily said, “Almost nothing works in the new app!” says. If he/she wants to retrieve a booking detail, an error message appears and he/she is logged out. Transfers are often not carried out for weeks and this is always a matter of complaint in many listings. The support also removes its fat. There were no answers to questions and it was very difficult to get help over the phone.

Problems at the beginning of the year

The average score on Google dropped to 2.7; Users can give a maximum of 5 stars. On Trustpilot, Migros Bank has a devastating 1.5 stars out of 5. And new complaints about e-banking are added almost every day. Postfinance also had to take a serious hit in the rating portals when it introduced its new app in March 2021. Thanks to updates, the bank has been able to consistently resolve issues. Comments on Google also show this. The average at that time has increased from 1.6 stars to 4 stars today.

Migros Bank keeps the ball low when asked about the problems. People don’t want to know anything about systemic problems. People are surprised when asked about bad online reviews. They want to go after it.

However, Migros Bank admits that it experienced temporary difficulties: “Especially at the beginning of the year, we saw an increase in support requests and waiting times extending within a few days. A spokesman for Blick said: “We agree, a few customers had to wait longer and we deeply regret that.”

The bank increased its staff

We responded and further increased our staff resources so that the majority of our customers were responsive again within two minutes. Accordingly, the situation has already normalized significantly.” However, we are still working to improve it further.

The bank has been gradually introducing the new e-banking system since July 2023. With regular checks and customer testing, as the media office said. “To date, we have successfully introduced many of our customers to the new e-banking.” In addition, internal customer feedback from customers is also very positive. Migros Bank has nearly one million customer relationships.

UBS Switzerland has significantly more clients: However, the bank apparently causes significantly fewer problems for its clients. This is evidenced by the fact that there are far fewer online reviews, including negative ones. UBS has over 700 reviews. Over 8300 in Migros Bank.

Migros Bank responds to comments on various portals and states that it regrets that the customer does not like the application and that it is constantly expanding and optimizing the application.

Source :Blick