A good bank thing out of a bad bank thing
Discussion
Here is a rather rare good thing. Which began as a bad thing.
I had reason to call my bank about 4 or 5 times, to repeatedly request a mortgage payments adjustment to reflect a change (should be done automatically). They kept telling me it had been done but not doing it.
To add to the frustration, each time I called I had to negotiate their unbelievably lengthy and irritating voice activated option system. This final time it took 17 mins to reach a person, who could not help me - I explained that I was frustrated at the lack of action and the length of time to get through. By the time I had explained the history and established (via holding while referred to colleagues) the call had taken about 1/2hr. They couldn't assist and said they'd ask a supervisor to return my call.
Which they did, about half an hour later, by which time I was on a work call. The supervisor left a message with no name and no direct line, they just said "This is XXX bank returning your call, please call back".
After killing 7 colleauges and self harming with a blunt knife - I put pen to paper.
I'm sure most people have experienced this type of 'customer service' farce - especially with banks and other service products - however this time I decided to write a letter of complaint.
Today I recieved a very reasonable letter, accepting responsibility for the errors, putting right the mortgage updates, backdating interest earned (not a lot but hey) plus a totally unexepected credit of £75.
There's no real point to this, other than if you do feel disappointed about a service you receive then it's clearly worth taking the time to express it.
I had reason to call my bank about 4 or 5 times, to repeatedly request a mortgage payments adjustment to reflect a change (should be done automatically). They kept telling me it had been done but not doing it.
To add to the frustration, each time I called I had to negotiate their unbelievably lengthy and irritating voice activated option system. This final time it took 17 mins to reach a person, who could not help me - I explained that I was frustrated at the lack of action and the length of time to get through. By the time I had explained the history and established (via holding while referred to colleagues) the call had taken about 1/2hr. They couldn't assist and said they'd ask a supervisor to return my call.
Which they did, about half an hour later, by which time I was on a work call. The supervisor left a message with no name and no direct line, they just said "This is XXX bank returning your call, please call back".
After killing 7 colleauges and self harming with a blunt knife - I put pen to paper.
I'm sure most people have experienced this type of 'customer service' farce - especially with banks and other service products - however this time I decided to write a letter of complaint.
Today I recieved a very reasonable letter, accepting responsibility for the errors, putting right the mortgage updates, backdating interest earned (not a lot but hey) plus a totally unexepected credit of £75.
There's no real point to this, other than if you do feel disappointed about a service you receive then it's clearly worth taking the time to express it.
parakitaMol. said:
To add to the frustration, each time I called I had to negotiate their unbelievably lengthy and irritating voice activated option system. This final time it took 17 mins to reach a person..
Had this with my bank (which sounds a bit like 'A Bee')... I usually find mashing the keypad when they ask you to make a choice from their number options list usually results in being put straight through to a real person.I freakin' hate those automated phone menu systems
Steamer said:
parakitaMol. said:
To add to the frustration, each time I called I had to negotiate their unbelievably lengthy and irritating voice activated option system. This final time it took 17 mins to reach a person..
Had this with my bank (which sounds a bit like 'A Bee')... I usually find mashing the keypad when they ask you to make a choice from their number options list usually results in being put straight through to a real person.I freakin' hate those automated phone menu systems
Anyone who does bank with them and has had reason to call recently will know they've introduced a new voice automated system which adds 'cringe' speaking to nobody factor to 'grrr' annoyance factor of waiting for 15 pre-defined permutations of which none match the purpose of your call.
I've never had a problem with the B & W people's telephone system though, always answered quickly by a real person.
When I get treated badly by a bank or similar, I tend to just get pisssed off and kick the dog and do nothing constructive about it.
My dad however, composes beautiful letters of complaint and often gets letters or emails in reply with all sorts of 'tokens of apology' etc.
It's certainly worth writing in if you get bad service like that.
My dad however, composes beautiful letters of complaint and often gets letters or emails in reply with all sorts of 'tokens of apology' etc.
It's certainly worth writing in if you get bad service like that.
Plotloss said:
parakitaMol. said:
There's no real point to this, other than if you do feel disappointed about a service you receive then it's clearly worth taking the time to express it.
And then relaying the quotidian tale to the rest of us.Cheers
Back at ya
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