About a year ago I opened a regular saver with MBS. I recall that there was a problem with the app associated with a request by MBS to pick options in the application process which were not pre... Toon meer
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I opened a new Savings account yesterday, with the first standing order payment made today. After checking that the payment had been debited to my nominated account, I tried to use the app to check... Toon meer
Bedrijf heeft geantwoord
Having failed twice before to open a regular savings account with MBS owing to issues with the app, this time I was successful. I now have a regular savings account with MBS. The App must have been ex... Toon meer
Bedrijf heeft geantwoord
Have just downloaded the App and opened a Regular Savings Account at 6%. All done in less than 10 minutes. No errors, not problems, all smooth. I did notice some older reviews that were not favou... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
We are a mutual building society run for the benefit of our members. We offer mortgages and savings products throughout Wales and England.
Contactgegevens
John Frost Square, NP20 1PX, Newport, Verenigd Koninkrijk
- membercontact@monbs.com
- monbs.com
3,2
Gemiddeld
127 reviews
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Karen and Cathy were both great help
Karen and Cathy were both great help
13 augustus 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave us a review. We appreciate your feedback and are glad you had a good experience when visiting one of our branches. We will pass your comments onto Karen and Cathy.
App still useless!
About a year ago I opened a regular saver with MBS. I recall that there was a problem with the app associated with a request by MBS to pick options in the application process which were not presented to me on screen.
I can’t remember how I eventually got over this problem. Maybe a year ago you could also open an account using a web browser.
This first regular saver was eventually a success and the matured sum returned to me. A positive.
I attempted a few days ago to open a new regular saver using the app. Incredibly I found that the app glitch I encountered a year ago still hasn’t been resolved! A request to select an option under 2 factor authentication is impossible to respond to due to absence of options!!!
I have since messaged MBS 3 times regarding this using FB messenger but so far have received no reply save for instant automated replies.
Conclusion: app not fit for purpose and poor customer service.
10 augustus 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to share your feedback. We're sorry to hear that your recent experience with our app and customer service has been disappointing.
We apologise that you have encountered the same app glitch as you experienced last year and we're also sorry that you did not receive a response to the messages you've sent via Facebook Messenger. We apologise for the inconvenience caused by these issues.
We've shared your review with our app support and Savings & Customer Contact team who have been investigating this issue for you. A colleague from our Savings team has left you a voicemail and emailed you with the next steps.
If you would like to discuss this further with a colleague, please call the team on 01633 844340, where a member of our savings team will be happy to help. Our phone lines are open Monday, Tuesday, Thursday, Friday 9am-5pm and Wednesday 10am-5pm
Thank you for bringing this to our attention, your feedback is important and helps us identify areas where we need to improve.
The app doesn't work
I have the same problems as many other reviewers. The app does not recognise my bank details and after phoning and a 20 minute wait was told to uninstall and try again. I have now tried that 4 times to no avail. I may be retired but I do not want to spend hours and hours trying to make an app work - I have a life!
If MBS knows this is a problem, why doesn't the call centre verify bank accounts when phoned with this problem, instead of frustrating potential customers with a suggestion which doesn't work? I did try opting for a call back rather than listen to endless muzak but no call back. Giving up, especially as there seem to be problems with the app even when it is set up. Was hoping for a quick solution to a regular saver account as with the ISA with Coventry Building Society yesterday - all done and dusted within half an hour!
7 augustus 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and appreciate how frustrating it must have been to spend so much time trying to access our app without success.
We also apologise for the length of time you waited to speak to us and for not receiving the callback you requested. We have been experiencing an unusually high volume of calls, and this is not the level of service we aim to provide.
Your comments regarding the verification of bank details and the difficulties you've encountered with the app have been noted and have been shared with the relevant teams.
We understand that you have spoken with a team leader from our Savings and Customer Contact team who has provided you with their contact details in case you need any further support in the future.
My worst experience, but resolved promptly.
I opened a new Savings account yesterday, with the first standing order payment made today. After checking that the payment had been debited to my nominated account, I tried to use the app to check if the account had been credited. Three times I tried, and every time the app stated, "Getting things ready". I tried registering my account online, but I have to wait a few days until the letter is received providing registration details. Finally, I tried phoning and was advised it would be 60 minutes before my call would be answered. This is the worst experience I have ever had. Decided to use their online email facility to request immediate closure of my account and return of my first payment.
Following the publication of my review, I received a telephone call from Helun Prynne, Savings & Customer Contact. The issues were clearly discussed, amicably resolved and confirmed my wish for a refund and the account to be closed. This was promptly followed by email confirmation. Though I regret the experience,. I was impressed with the speed of resolution and have amended by rating
4 augustus 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you experienced when opening your new savings account and accessing it online.
We appreciate how frustrating it must have been to encounter issues with the app, be unable to register for online access immediately, and then face a lengthy wait when trying to contact us. This is not the experience we want for our customers.
We understand that a member of our Savings team has now been in touch with you to discuss your review further. We appreciate your positive feedback for Helun, and we’ll share your updated review with her. We’ve also shared your feedback with our app support team.
Thank you again for bringing this to our attention. We value all feedback as it helps us identify where we can improve our service and customer experience.
Cardiff Branch Review
Karen (my adviser today) talked me through accounts I was interested in) and made me aware of a higher rate a/c that might be of interest to me.
23 juli 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review for the Cardiff branch. We'll share your feedback with Karen and the team.
Amazing customer service from Karen
Amazing customer service from Karen
21 juli 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We're pleased to hear that you had a good experience. We'll share your feedback with Karen.
Efficient and friendly staff
I transferred my matured ISA to a new ISA with Cathy Bone at the Queen Street, Cardiff Branch. All undertaken in an informative, efficient and friendly manner.
16 juli 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We’re so pleased to hear that you had a good experience at our Cardiff branch. We’ll share your feedback with Cathy.
Not customer centric Building Society.
Not customer centric Building Society
My wife and I have been regular saver with Monmouthshire Building Society over several years but NO MORE.
It seems unless you save with them through their new APP you can no longer open a savings account other than visiting a Branch. So, if you are elderly, live the other side of the country and do not wany to save via an App look elsewhere with one of their competitors who will welcome your business.
What a short sited Building Society.
2 juli 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to share your feedback. We're sorry to hear that you're disappointed with your recent experience and that our savings account opening process has not met your expectations.
We understand that not all customers wish to use digital services, and we appreciate that branch access may be difficult for some, particularly those who live further away or prefer more traditional banking methods. We recognise the importance of providing accessible options for all our members and value your comments regarding this.
We are aware that you have discussed your review with our Regional Team Manager today. If you require any further assistance, please do not hesitate to contact us.
Regular Saver 6%
Have just downloaded the App and opened a Regular Savings Account at 6%.
All done in less than 10 minutes.
No errors, not problems, all smooth.
I did notice some older reviews that were not favourable, but I guess the App is now much improved.
6% excellent rate.
Many Thanks
23 juni 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for leaving such a positive review following opening a regular saver account through our app.
It’s great to hear that you found the process smooth and we’re glad that you didn’t experience any issues whilst opening your new account.
We’ll share your feedback with our app support team.
The app has turned to cr*p, again!
After many months of the worst app experience of any financial institution, MBS finally seemed to have sorted the problems a few weeks ago, HOWEVER, in the last 24 hours I have had to delete and reload the app six times.
Whatever the developers have done in the last few days, it hasn’t worked, all the old problems are back.
Can’t log in, have to reinstall app every time I want to check my account.
I will be so glad when my Regular Saver account matures in a couple of months, this is way more hassle than it’s worth.
2 juni 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback. We’re sorry to hear that you are experiencing issues whilst trying to use our app and we apologise that you have had to delete and reinstall the app numerous times to check your account. We have shared your review with our app support team to make them aware of the issues that you are experiencing.
A colleague from our savings and customer contact team attempted to contact you to today to discuss the review and investigate the problem further.
If you would like to speak to one of our colleagues, please contact the team on 01633 844340 and someone will be happy to investigate these issues for you. Our opening hours are Monday, Tuesday, Thursday and Friday 9am-5pm and Wednesday 10am-5pm.
Had a prob transferring money and they…
Had a prob transferring money and they have been absolutely amazing here gone more than the extra mile when I started with the Monmouthshire I told them I was dyslexic and they have been amazing. I’d like to thank Vicky Derry Beth and Cathy amazing
11 mei 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We’re so pleased to hear that our colleagues have gone more than the extra mile to resolve your problem. We’ll share your thanks with the team.
Third attempt to open account successful!
Having failed twice before to open a regular savings account with MBS owing to issues with the app, this time I was successful. I now have a regular savings account with MBS. The App must have been extensively improved as applying and opening the account was straightforward. I only have 2 issues. No faster payment system looks to be in place. It takes a while for deposits to be registered and no OTP needed on this account.
9 mei 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We’re so pleased to hear that you have opened an account successfully through the app and we appreciate your patience whilst opening your new account.
Deposits into your account may take a little longer to show in comparison to other providers, due to being a building society, payments need to be sent through our bank before they show on customer’s accounts.
We’ll share your feedback, including the no OTP code required with our app support team. If you need any further assistance regarding your new account, please contact our Savings & Customer Contact team on 01633 844340. Our opening hours are Monday, Tuesday, Thursday and Friday 9am-5pm and Wednesday 10am-5pm.
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We'll share your feedback with Karen.
I went into Monmouthshire BS Newport…
I went into Monmouthshire BS Newport branch as I happened to be passing at lunchtime. My passbooks were updated and they made time to xhange one of my accounts to a higher interest one there and then. Very impressed, especially by Muss, who did the work
1 mei 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review for the Newport branch. We’ll share your feedback with Muss.
Account not yet active 10 days after opening?
Not entirely sure what's happening at the moment. I opened a regular saver using the app on Friday 17th April which was fairly straight forward but it's now Monday 27th April and I still don't seem to be able to deposit money into the account. Tried logging in on a browser but it doesn't recognise either my User ID or account number so I'm assuming the account still isn't activated yet.
27 april 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback. We’re sorry to hear that you have experienced issues whilst trying to deposit money into your new account.
As our My Accounts service is separate from our mobile app, there will be different Unique ID’s for the app and My Accounts. If you wish to use our app and My Accounts, please complete the online registration form on our website.
If you need any assistance with this, our Savings and Customer Contact team will be happy to talk you through this and provide you with more information on how to deposit funds into your new account. The team can be reached on 01633 844340 and are open Monday, Tuesday, Thursday, Friday 9am-5pm and Wednesday 10am-5pm.
Very slow deposit times
I opened an online regular saver issue 8 yesterday and downloaded the app, I originally transferred just £2 to see how responsive the app was, it’s useless my account is still showing as zero nearly 24 hours later, I won’t be transferring any more funds
12 april 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review, as a Building Society, our electronic payments are initially received into our bank account before being uploaded to our customers' accounts.
This upload process takes place every day before we open for business at 9am, so if a payment is made over the weekend it will be paid in on the next working day. We want to assure you that even if there is a delay in seeing the payment, it has been credited to your account as of the date it reached our bank account. Rest assured; any interest will be calculated based on that date.
We're sorry for any inconvenience this has caused you and if we can assist you any further, please reach out to our Savings & Customer Contact line on 01633 844340. Our opening times are Monday, Tuesday, Thursday, Friday 9am – 5pm and Wednesday 10am – 5pm.
Always a very warm welcome
Always a very warm welcome. Angela has always been consistent in her very friendly manner and nothing is too much trouble! Very patient and helpful. Thank you to both Angela and Casey today who provided excellent customer service!
8 april 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We'll share your feedback with Angela and Casey
Nice people but their IT is very bad
We have 2 joint accounts. the branch staff are lovely but their online service is awful. The login process fails repeatedly. It failed the first time on 05/06/2020 and I had to enter new security details. The same thing on 22/04/2022. On 20/06/25 it failed again leading to several telephone calls and callbacks wasting a lot of my time. In the end they got it to work with no changes to my login details. Failed login again 08/12/25, and then again today 28/03/2026 for the last time because I am not willing to go on like this and will be closing our accounts.
28 maart 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to provide us with your feedback. We’re sorry to hear that you have encountered issues whilst trying to login to our online service.
We understand that you have since spoken to a member of our Savings and Customer Contact team who resolved your issue.
We would like to apologise for the inconvenience that these login issues have caused you. Your feedback will support the improvement of our digital services in the future.
If you require any further support with our online services, please contact our Savings and Customer Contact team.
Facilities available in branch rather…
Facilities available in branch rather than on line.
Staff very friendly and helpful.
23 maart 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for taking the time to leave a review. We'll share your feedback with our branch colleagues.
Beth answered my questions very clearly…
Beth answered my questions very clearly and was extremely good at explaining my options.
She was very helpful.
Excellent 👌👍
23 maart 2026
Review zonder uitnodiging
Antwoord van Monmouthshire Building Society
Thank you for leaving a review. We're so pleased to hear your positive feedback for Beth. We'll pass on your feedback.
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