CAF Bank has apologised for disruption experienced by some of its more than 14,000 charity customers following its switch to a new online banking system this week.
A subsidiary of the Charities Aid Foundation, CAF Bank said it was receiving more calls from charities since Monday’s system change and had called for additional support from staff to help with its customers’ enquiries.
Several charity leaders have complained on social media about the waiting times they have experienced this week.
Joe Saxton, chair of the Association of Chairs, posted that he had been auto-disconnected five times while Eve Appeal CEO Athena Lamnisos said she had been on hold for over two hours.
CAF Bank is updating its Frequently Asked Questions webpage to address the main issues it’s hearing from customers as well as a user guide on how to manage statements in online banking and download historical transactions.
The bank stated that it will send customers an additional statement, detailing any transactions up to 6 June, by the customers’ usual method of receipt.
It is also investigating why users of QuickBooks accounting software are struggling to connect to their CAF Bank accounts.
‘Bear with us’
Alison Taylor, chief executive of CAF Bank, said: “We are very sorry for the disruption some customers have experienced this week following the launch of our new online banking service.
“Along with the rest of the team, I fully recognise how important it is that issues are resolved as quickly as possible.
“Our team has been making technical updates overnight and we have significantly increased the number of colleagues available to answer calls and provide assistance to customers, though we recognise that there have been delays.
“We appreciate our customers continuing to bear with us while we make sure everyone is online, and we are grateful to those who have confirmed that they are successfully using the new service.
“We are confident the new service will enable us to expand the services and support we provide to existing and future customers.”
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