What users complain about in banking and payment apps
4,894 English-language one-star reviews of 51 App Store and Google Play listings in this sector, posted between 2025-10-25 and 2026-10-24. Part of the Revunda study of 29,785 one-star app reviews.
Key findings
- Login & account access is the top complaint: 13.6% of one-star reviews (all apps: 9.5%), then customer service (8.6%) and redesign & confusing UI (6.7%).
- 37.1% of all reviews of these apps in the period are one-star (all apps: 41.3%), rank 12 of 15 sectors.
- Biggest gap vs all apps: login & account access, 13.6% vs 9.5%.
- Highest one-star share among listings with ≥30 one-star reviews: Curve Pay (iOS), 80.0% of its reviews; lowest: HSBC UK Mobile Banking (iOS), 13.3%.
- Most login & account access complaints: BMO Mobile Banking (iOS), 31.0% of its one-star reviews.
Complaint themes
Share of 4,894 one-star reviews mentioning each theme. A review can match several themes; 56.2% match none.
| Theme | This sector, % | All apps, % | Reviews |
|---|---|---|---|
| Login & account access | 13.6 | 9.5 | 665 |
| Customer service | 8.6 | 9.1 | 423 |
| Redesign & confusing UI | 6.7 | 3.2 | 328 |
| Broke after an update | 5.8 | 3.3 | 284 |
| Crashes & won’t open | 5.7 | 4.6 | 280 |
| Slow, loading & lag | 5.3 | 4.9 | 261 |
| Charges, fees & refunds | 4.3 | 8.4 | 212 |
| Notifications & alerts | 2.5 | 2.0 | 124 |
| Ads | 1.8 | 3.6 | 88 |
| Payment or checkout fails | 0.6 | 1.0 | 28 |
By app
45 listings with at least 30 one-star reviews in the period, sorted by one-star share of all their reviews. Top theme = the theme most of that app’s one-star reviews mention.
| App | Store | 1★ reviews (EN) | 1★ share, all reviews | Top theme |
|---|---|---|---|---|
| Curve Pay | iOS | 67 | 80.0% | Customer service (44.8%) |
| Varo Bank | iOS | 215 | 71.7% | Customer service (18.6%) |
| AIB Mobile | Google Play | 211 | 70.3% | Redesign & confusing UI (16.6%) |
| CIBC Mobile Banking | iOS | 206 | 68.7% | Login & account access (15.0%) |
| AIB Mobile | iOS | 197 | 65.7% | Redesign & confusing UI (39.6%) |
| CommBank | iOS | 175 | 64.1% | Login & account access (17.1%) |
| Plum | iOS | 136 | 62.4% | Customer service (22.1%) |
| PTSB | iOS | 40 | 61.5% | Login & account access (25.0%) |
| BMO Mobile Banking | iOS | 174 | 58.0% | Login & account access (31.0%) |
| RBC Mobile | iOS | 171 | 57.0% | Login & account access (19.9%) |
| RBC Mobile | Google Play | 171 | 57.0% | Login & account access (24.6%) |
| HDFC Bank App | iOS | 169 | 56.3% | Login & account access (21.9%) |
| CRED | iOS | 165 | 55.0% | Customer service (20.6%) |
| Bank of Ireland Mobile Banking | iOS | 84 | 53.2% | Slow, loading & lag (16.7%) |
| Navy Federal Credit Union | iOS | 157 | 52.3% | Login & account access (22.9%) |
| Barclays | iOS | 148 | 49.3% | Redesign & confusing UI (25.7%) |
| YONO SBI | iOS | 138 | 46.0% | Login & account access (13.0%) |
| Scotiabank | iOS | 133 | 44.3% | Login & account access (27.8%) |
| Barclays | Google Play | 133 | 44.3% | Broke after an update (16.5%) |
| Citi Mobile® | iOS | 123 | 41.0% | Login & account access (19.5%) |
| CommBank | Google Play | 121 | 40.3% | Login & account access (10.7%) |
| Westpac | iOS | 81 | 39.3% | Crashes & won’t open (21.0%) |
| ANZ Plus | iOS | 38 | 35.8% | Login & account access (10.5%) |
| USAA Mobile | iOS | 106 | 35.3% | Customer service (10.4%) |
| TD Canada | Google Play | 99 | 33.0% | Login & account access (21.2%) |
| Moneybox | iOS | 53 | 32.9% | Customer service (15.1%) |
| TD Canada | iOS | 98 | 32.7% | Login & account access (22.4%) |
| CRED | Google Play | 97 | 32.3% | Customer service (26.8%) |
| Greenlight | iOS | 95 | 31.7% | Charges, fees & refunds (25.3%) |
| NAB Mobile Banking | iOS | 48 | 30.8% | Redesign & confusing UI (16.7%) |
| Santander Mobile Banking | iOS | 85 | 28.3% | Slow, loading & lag (14.1%) |
| Wealthsimple | iOS | 80 | 26.7% | Charges, fees & refunds (7.5%) |
| Lloyds Mobile Banking | iOS | 78 | 26.0% | Slow, loading & lag (19.2%) |
| Halifax Mobile Banking | iOS | 77 | 25.7% | Crashes & won’t open (7.8%) |
| Amex | iOS | 73 | 24.3% | Charges, fees & refunds (13.7%) |
| Discover Mobile | iOS | 73 | 24.3% | Login & account access (11.0%) |
| NatWest Mobile Banking | iOS | 67 | 22.3% | Charges, fees & refunds (9.0%) |
| Up | iOS | 66 | 22.0% | Crashes & won’t open (9.1%) |
| Groww Stocks, Mutual Fund, IPO | iOS | 58 | 19.3% | Customer service (22.4%) |
| PhonePe UPI, Payment, Recharge | iOS | 51 | 17.0% | Ads (7.8%) |
| Trading 212 | iOS | 50 | 16.7% | Redesign & confusing UI (10.0%) |
| Nationwide Mobile Banking | iOS | 49 | 16.3% | Notifications & alerts (8.2%) |
| Lloyds Mobile Banking | Google Play | 47 | 15.7% | Login & account access (17.0%) |
| Paytm | iOS | 46 | 15.3% | Customer service (19.6%) |
| HSBC UK Mobile Banking | iOS | 39 | 13.3% | Customer service (10.3%) |
Not ranked (fewer than 30 one-star reviews): bunq, Chase UK, Dave, ING Netherlands, Paytm, PhonePe UPI Payments, Loan App.
Most similar complaint mix: Parcels apps · Telecom apps · Travel apps.
Method
Newest ~300 public reviews per listing from Apple’s customer-reviews RSS feed and Google Play, fetched 2026-10-24. Theme shares use one-star reviews from English-language storefronts, matched by one keyword pattern per theme (patterns and limitations on the study page). Keyword matching misses paraphrases, so treat shares as lower bounds; public reviews over-represent unhappy users.
Download the data
banking-app-complaints-2026.csv (CSV): the sector row, the all-apps row and every listing above, with counts and shares per theme. Licence: CC BY 4.0; please credit Revunda with a link to this page.
The free app check shows the top complaint themes in your latest reviews in a minute. The full report (€19 (launch price, €49 from 1 Dec 2026)) groups up to 300 reviews into issues with quotes and 10 ranked fixes.
Related
- Full study: all sectors, countries and apps
- Guide: why users complain about banking and payment apps
- Shopping & grocery app complaints
- Telecom & TV provider app complaints
- Streaming & ticket app complaints
- Airline & travel app complaints
- Food delivery app complaints
- Taxi & transit app complaints
- Parcel & postal app complaints
- Smart home app complaints
- News & weather app complaints
FAQ
What do users complain about most in banking and payment apps?
In 4,894 one-star reviews (2025-10-25 – 2026-10-24), the top themes are login & account access (13.6%), customer service (8.6%) and redesign & confusing UI (6.7%).
Which banking app has the highest share of one-star reviews?
Curve Pay (iOS): 80.0% of its reviews in the period were one-star, among 45 listings with at least 30 one-star reviews.