Bank Cust Service Wait Times
Discussion
The trick is to structure your business in such a way that you bank exists as merely a vessel in which money is paid and withdrawn. I know that's not possible for some but it seems to me that this is the only way to avoid the ineptitude and unprofessionalism of the UK banking sector.
I experienced the height of stupidity with HSBC a couple of years back (a USD payment had been received but flagged for unstated reasons so the money couldn't be accessed; around $12k). I'd spent hours over several days trying to speak to someone. In the end I went to a branch about an hours drive away that had a 'Business Service Centre' that they'd been heavily marketed. Nobody there could help. In the end, they gave me a phone number to call - the very number I'd been trying to call before. They really couldn't care less if they tried.
It had been flagged because the route from which the money was paid was marked as dubious. The client who made the payment was the bloody United Nations!
I experienced the height of stupidity with HSBC a couple of years back (a USD payment had been received but flagged for unstated reasons so the money couldn't be accessed; around $12k). I'd spent hours over several days trying to speak to someone. In the end I went to a branch about an hours drive away that had a 'Business Service Centre' that they'd been heavily marketed. Nobody there could help. In the end, they gave me a phone number to call - the very number I'd been trying to call before. They really couldn't care less if they tried.
It had been flagged because the route from which the money was paid was marked as dubious. The client who made the payment was the bloody United Nations!
I tried calling a financial institution a couple of weeks ago and the answerphone message still had 'Due to the Covid pandemic...' on it!
The bosses of these outfits should try their own customer service numbers sometimes and see if they think it's good enough. Not difficult.
While I'm on, Plusnet is a breath of fresh air - answered on the first ring, by an English person, who could answer every question!
The bosses of these outfits should try their own customer service numbers sometimes and see if they think it's good enough. Not difficult.
While I'm on, Plusnet is a breath of fresh air - answered on the first ring, by an English person, who could answer every question!
Countdown said:
First Direct aren't as good as they used to be. On the few occasions I've phoned them I've always got the "Sorry, we're receiving a higher than expected number of calls". That's even when Ive phoned them in the middle of the night.
I rang them about an hour ago and got through in under 30 secs. Not as fast as it used to be, but laudable in these times when companies prefer a 3-minute recorded message telling you to use their website.I think unless you are continually calling your bank it is hard to know whether you have just been lucky/unlucky with waiting time and competence. I have had three occasions to call HSBC in the last 6 months and all were answered quickly and the query dealt with efficiently. The only time I have had difficulty was when they called me and the caller was hard to hear/understand, which led to me calling them back, that return call being one of the three mentioned.
Perhaps I was lucky! Or perhaps I have low expectations.
Perhaps I was lucky! Or perhaps I have low expectations.
Mac 96 - you were lucky! HSBC's ineptitude is staggering. I needed a replacement business credit card, ordered it online. Didn't arrive. Eventually got through on the phone to be told it had been sent to my 'Local' branch (no longer local as they've closed the three local branches). Went there, they had no idea and couldn't care less; told me to ring the same number I already had. Eventually got through again and this time was told that the card had been sent to my local branch - one of the branches that had been closed years before. They agreed to resend it but wouldn't send it to my office address as that was now flagged as unsafe for delivery as a card had gone missing - the one they sent to a closed branch. Had to go back to the non-local branch eventually to pick the card up.
The whole process took about 4 weeks, countless hours on hold and 2 branch visits with a 30min drive each way. No apologies, no explanations - they really don't give a flying f***!
The whole process took about 4 weeks, countless hours on hold and 2 branch visits with a 30min drive each way. No apologies, no explanations - they really don't give a flying f***!
Simpo Two said:
Countdown said:
First Direct aren't as good as they used to be. On the few occasions I've phoned them I've always got the "Sorry, we're receiving a higher than expected number of calls". That's even when Ive phoned them in the middle of the night.
I rang them about an hour ago and got through in under 30 secs. Not as fast as it used to be, but laudable in these times when companies prefer a 3-minute recorded message telling you to use their website.Countdown said:
Have to be honest - 30 seconds sounds like a lot to me, First Direct used to pick up on a max of 3 rings. Now, after 7 or 8 rings it goes to an automated voice message.
Find a faster one...!Here's a random one off the net - Barclays customer service. I haven't tried it but I bet it takes more than 30 seconds to get a human: 0345 734 5345
I gave up phoning businesses years ago. My stress could not stand 'musak', "We value your call", or speaking to idiots.
Emails, or even better if appropriate, the website secure message or chat systems, I find not too bad.
I don't have to wait around, a written copy is created as evidence and I read their reply when I am ready to do so.
The disadvantage is needing to plan in advance, but perhaps not a bad thing.
Simpo Two. Yes John, Plusnet have been good for years. A subsidiary of BT, but cheaper and better service.
That is one firm that I will telephone. Have had the occasional technical fault and each time they handled the matter in an excellent way.
Edited by Jon39 on Monday 22 January 22:16
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