Bank Zero = Zero Assistance (Onboarding Held Hostage by a Broken App)

I’m honestly baffled at how a bank that positions itself as “digital-first” can be brought to a complete standstill by its own app.

I am in the process of opening a business account with Bank Zero, and what should have been a straightforward compliance step has turned into days of unnecessary frustration.

Here’s the issue in simple terms:

• I uploaded company director documentation during onboarding • I later identified and uploaded the correct, legally authoritative document (COR39) • Bank Zero’s app does not overwrite previously uploaded documents • The app also only renders page 1 of a multi-page statutory PDF • Support insists everything must be done through the app • Support then asks for screenshots and videos, as if I’m technically challenged

I’m not.

The document opens perfectly outside the app. The problem is not the PDF. The problem is your app.

Despite sending the correct documents manually and explaining the issue multiple times, I’m stuck in a loop where:

The app can’t overwrite

Support can’t fix it

There is no call centre

There is no senior escalation

And accountability appears to be… zero

The irony is impressive: Bank Zero offers zero assistance when something goes wrong.

At this point, the onboarding process is blocked solely due to a technical limitation on Bank Zero’s side, yet the burden to “prove” this keeps getting pushed back to the customer.

I have now formally escalated this as a complaint, but it should never have reached this point.

If Bank Zero wants to be taken seriously as a business banking option, it needs:

An app that can handle basic document replacement

Support that understands statutory documents

And an escalation path when the tech fails

Right now, the experience is the opposite of seamless — it’s exhausting.

I hope this gets the attention of someone senior who can resolve it pragmatically, instead of asking customers to record screen-capture tutorials for a broken system.