Give us access to our money

Sick to death of hearing sorry
Plum for months now has had major issues with direct debit not clearing into pockets
This has gone beyond a joke now

Sorry is not good enough especially when we pay for a service and you are not giving the service we pay for!!!

Sorry from you guys and it will be fixed soon is full on lies !!!

You are fast enough to take the monthly fee from us but utter rubbish at fixing issues

You should hang your heads in shame for how you are treating your customers!!!

Good evening @Dean666

Please accept my deepest apologies for the issue you are experiencing.

I had a look and I can see that you are in contact with my colleagues at help@withplum.com, and that your issue currently has high priority.

We do apologise it is taking longer than anticipated to resolve your issue. I am afraid the issue is quite complex but rest assured our tech team is working hard to sort this issue.

Again, I truly do apologise for any inconvenience and frustration this might have caused.

I’m not being funny this has been going on for months
I’ve had to send message 6 times for the same thing over a very long period of time as it keeps happening
Over and over again the same thing WE ARE SORRY

We pay for a service you are not for-filling your side of what we pay for.

Stop saying sorry and get it fixed and fixed for good.

You have frozen my account and won’t allow me to access MY money!!! This was 4 days ago. I am still waiting for a reply from customer services. In this time i haven’t been able to withdraw any of my own money, which i urgently need and I am being ignored on the chat. There is no number i can call.

Not allowing me access to my own money is absolutely unacceptable as is this not being addressed as priority.

I am without my money, I have had to borrow money from family in the interim and no one is providing me with any answers. I needed to book flights which I haven’t been able to do.

Can someone PLEASE resolve this… speak to me… answer my messages… let me have my own money???

Hello Lauren,

We are really sorry that your experience is not satisfactory with Plum.

As a regulated institution, Plum is obliged to follow certain rules issued by supervisory and regulatory bodies and conduct ongoing checks as well as request relevant information/documentation from our customers. Also, our customers prior to using any Plum services agree with our General Terms & Conditions where it is provided that ‘’As a condition of receiving access to the Products and Services, you (i.e. the customer) shall […] provide all such documentation or information as may be reasonably required by Plum to ensure its compliance with applicable law and regulation, including, but not limited to, information to verify your identity and failure to do so may result in the termination of your Account in accordance with the provisions of these Terms’’

Please rest assured that the relevant team will reach out to you with an update, once the checks are conducted. I can see that they have reply to your email today and will continue assisting you.

We highly appreciate your patience and collaboration, in the meanwhile your money is always safe with Plum.

Thank you!