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How to call your bank

4 min readUK only

Call the number on your card or your bank's website, ready to pass security yourself, and say what you need straight away. Or let your simp wait on hold for up to 6 minutes, then let you know so you can take over.

What your simp can't do hereYour simp can't pass your bank's security, so it can't get into your account or move money. A bank may only talk to you, so you tap Take over in the Simp app. It never gives out your passwords, PINs or security answers. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. Time on hold counts towards your AI minutes.
Poppy

What you can do yourself.

Every bank runs its own lines, so these are the steps that hold at most of them.

  1. Step 1Use a number you trust

    Call the number on your card, your statement or your bank's own website. Never ring back a number from an unexpected call, text or email.

  2. Step 2Be ready for security

    Have your card or account details to hand. Security questions are yours to answer, on the line yourself.

  3. Step 3Say what you need first

    A lost card, a payment you don't recognise or a complaint: saying it straight away gets you to the right team sooner.

  4. Step 4Complain in writing

    Ask for the complaints team, say what you want done, and keep a note of the date, who you spoke to and any reference.

  5. Step 5Helping someone else

    To manage someone else's account, ask their bank what written permission it needs. A phone call from anyone else, a simp included, isn't that.

The catch: the calls that matter most, a lost card or a payment you didn't make, are the ones where you have to be there to pass security.

How a simp does it.

Alex lost a debit card. Poppy waited in the queue, told the card team what had happened, and Alex tapped Take over the moment they asked for security.

PoppyPoppy - Report a lost cardOutgoing - AI number - 4:58
Example call
  1. 00:00 - Phone menuWelcome. If your card is lost or stolen, press 1.
  2. 04:40 - Card teamCard services, how can I help?
  3. 04:43 - PoppyHi, I'm Poppy, Alex's simp. Alex has lost a debit card and needs it stopped.
  4. 04:50 - Card teamI'll need to take Alex through security before I can do that.
  5. 04:54 - PoppyOf course. Alex answers security himself. Please hold - I'm connecting you to Alex.

Alex tapped Take over and answered security himself.

Your simp holds. You pass security.

Tell your simp which bank to call and why. It works through the menus and waits on hold for up to 6 minutes, then lets you know so you can take over. When a person answers, it explains what you need, and you tap Take over when the bank needs you.

What it can't doYour simp doesn't pretend to be you, and it doesn't pass security checks for you. It never gives out your passwords, PINs or security answers. It can't get into your account or move money.What your simp is allowed to do
Good to know

If they need the account holder, you take over.

Some organisations will only deal with the account holder. If they do, your simp gets you to the right team, and you tap Take over in the Simp app.

  1. Step 1Your simp makes the callIt waits in the queue for up to 6 minutes and explains why you're calling.
  2. Step 2They need the account holderSecurity questions and decisions stay with you.
  3. Step 3You tap Take overAlready with the right team, ready to talk.

Questions about calling your bank.

Can an AI call my bank for me?

Your simp can make the call, wait in the queue for up to 6 minutes and explain why you're calling. When the bank asks for security, or wants the account holder, you tap Take over in the Simp app. It can't get into your account or move money.

What your simp is allowed to do
What if the bank asks for my PIN or password?

You tap Take over in the Simp app and answer them yourself. It never gives out your passwords, PINs or security answers.

What your simp is allowed to do
Can it make a complaint to my bank?

It can call, explain what went wrong and ask how the bank wants the complaint made. If the bank needs the account holder, you tap Take over in the Simp app.

See the complaint steps
Does it use my AI minutes?

Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.

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Poppy

Let your simp hold for the bank.

Every plan comes with a simp that waits on hold for up to 6 minutes, then lets you know so you can take over.

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