Why we don’t have a phone line

“brown rotary dial telephone in grey painted room” by Annie Spratt on Unsplash

It can be pretty frustrating needing help and not getting it — especially when it comes to your money. Having to find a contact number, set aside a chunk of your time in which to call, go through the various options to get to the right department… there has to be a better way, right?

Being on hold to a call centre is an all-too-common experience in today’s world, and isn’t anyone’s idea of a good time. Long call queues may even be bad for your health and don’t even get us started on automated responses from robots on the other end of the line. A recent American study found that even the biggest banks in the USA can leave people queuing on the phone for eight or nine minutes when they’re trying to get assistance, and from experience, we know things aren’t too different on this side of the pond either.

It doesn’t need to be like this!

At U Account, we set out to find a solution for those times when you really need a helping hand but don’t want to put your life on pause for 30 minutes in order to get it. So instead of leaving you hanging on the telephone, we have a live chat facility for an instant response from one of our in-house customer support team.

Not sure what live chat is, or why it’s so good? Read on!

What is live chat?

Let’s start with the simple part: live chat is a way for you to message one of our Unbanking Agents in real time. It’s a secure communication, and our super-helpful team are there to solve any issues and answer any questions as quickly as possible.

You’re not talking to a robot: you’ll be chatting with one of our friendly team of specialists who work right alongside the rest of the U Account team in our Sheffield HQ.

Why is live chat better than a call centre?

We’ve worked hard over the last few months to make sure that the wait time for live chat is as short as possible: in fact, it’s now less than half the time it was at the start of 2018. On average, you should be connected to an Unbanking Agent in around 3–4 minutes.

You can use live chat on your desktop or mobile, which means you can have it open in one window and be going about your business in another until one of our team can answer you. Much better than having to stand around with your phone pressed to your ear, listening to annoying hold music.

(It also means you can sneakily chat to us while you’re at work if you happen to be using a computer — but don’t tell your boss that we said that.)

Once you’re connected to one of our Agents, you’ll be able to message them in real time and get all the answers you need. Because you’ll already be logged in to your U Account, our team will have all your account info and details already at their fingertips, saving you time and enabling them to solve your issue as quickly as possible.

If for some reason you don’t have time to talk to us via live chat, we also have a secure message service where you can give us the details of your issue and we’ll get back to you as quickly as possible.

What if I REALLY need to talk to you and live chat doesn’t work for me?

Even though we’re confident that live chat is a better solution for our customers than call centres, we know that there might be the odd time when you’d prefer to speak to someone over the phone.

In everything we do at U Account, we try to be flexible to give you the best possible service. So if you have an issue that you’d prefer to discuss over the phone, then we’ll happily give you a call back. Just go to our contact page and leave us your details and we’ll get it sorted.

Is there anything else I should know about live chat?

U Account’s live chat service is available between 9am and 6pm Monday to Friday. If you need help outside of those times, or don’t have feel you’ll have time to chat with us online, don’t worry — you can drop us a secure message at any time and one of our team will get back to you ASAP (usually within 24 hours).

If you ever have a question, a quibble or even a suggestion, just get in touch — we’re here for you.