British Columbia-based credit union, Coast Capital Savings, recently launched a new “digital banking experience” by debuting new iOS and Android apps, plus changes to its logins on the web.
The new change requires users to create a new login ID and password, instead of just the last eight digits of their bank card and a seven-digit numeric PIN.
However, problems have hit the migration as users on desktop have been unable to switch over by themselves, thus requiring them to call Coast Capital’s customer service teams for help.
If you actually need to use your account without going to the bank to deal with random app issues, then I wouldn't choose @Coast_Capital.
I mean this is happened every 2 weeks or something, a different issue.
Then you call a number and wait for 7 mins before someone answers. pic.twitter.com/5JuzHEOs6I
— $Reina Nakamoto ? (@mindstatex) November 15, 2019
— K (@k32__) September 1, 2019
The whole upgrade is a mess. I have to do all of my banking in the mobile app as the website does not acknowledge my username and password. E-transfers almost never work, stressful at rent time. A full review of the recent upgrade needs to be done. Its a mess for us customers.
— Tristan Jer (@TristanJer) December 2, 2019
Has this been fixed? Is anyone going to deal with the ongoing nightmare that is the new banking app? Are members going to get an apology for the headaches and trouble this has caused?
— badger (@badger7575) December 2, 2019
New @Coast_Capital mobile app is utter garbage. How do you take a decent thing & make it notably worse?! Twice as many steps to accept e-transfers, can’t tell if you’re already signed in, godawful layout & UI, ridiculous gigantic font that goes off-screen after 3 words… ?
— Jamie Genge (@jjgenge) September 21, 2019
Coast Capital’s website details the following:
If you haven’t migrated to the new digital banking experience, some of the help in these pages may not apply to you. If you have questions about online banking, give us a call 1.888.517.7000. When it’s time to upgrade to the new digital banking experience, you’ll receive a notification when you log in to online banking on desktop, or you’ll get a prompt to download our new app. Please continue using the old app until you are prompted to switch – if you download it beforehand, you’ll receive an error message. Once you accept the notification or download the app, we’ll guide you through the setup process step-by-step.
For iOS and Android users that have switched over to the app, they have been unhappy about the new app, slamming it with 1 star out of 5 in both the App Store and Google Play.
People are so unhappy they are ready to switch banks. Some examples of angry reviews from Apple’s App Store and Google Play:
“Not only does the app crash constantly, I’m very unhappy with the functionality of the new budgeting interface. Since coast capital no longer allows mint to connect to their accounts, I tried setting up my external accounts with the new coast capital budgeting service. Long story short, it failed to connect to my other accounts and locks me out of external accounts due to repeated logins every time I sign on to coast capital. Customer service said it will take a month to fix?! Can’t pay bills anymore and deposits to my account don’t appear. Will be switching banks.”
“It won’t let me pay bills on-line like the old app. It froze and I had to delete it but it had screwed up my search engine. So disappointed in Coast Capital.”
“As others have said, the new app is awful. I have had several different banking apps across different institutions and this is by far the worst. “Oops! Something went wrong” is constantly popping up. The app barely works. Thank you for forcing us to use the new non-functional app. Another poster mentioned it’s been broken for a month. I’m giving it until Christmas and I’m switching credit unions if it’s still broken and poorly designed. In 2019 there is no excuse to have poor mobile banking.”
Coast Capital Savings’ President and CEO, Calvin MacInnis, tweeted out back in September about the company’s “new digital banking platform and slick new app,” created by ebankIT. At the Finovate Awards 2019, ebankIT and Coast Capital Savings won the ‘Best Fintech Partnership’. It appears members are feeling the opposite about the new mobile apps.
An outstanding achievement for the @Coast_Capital team who worked with @e_bank_it team to bring our new digital banking platform and slick new app to life. Exciting times for our organization as we continue our digital transformation. #FinovateAwards #Finovate #Fintech https://t.co/9dFyCc5dD2
— Calvin MacInnis (@CoastCalvin) September 27, 2019