Effing Banks!!!!

[milly143]

What is wrong with these people? Why can't they just listen to what you say to them? I called to pay off the tiny amount left of my loan as they requested. First of all the woman, who's name of Brenda did not match her accent, wanted the details of which credit card I was paying the money to, despite me telling her it was a loan not a credit card, then she almost paid the money over to the business account, which is linked to my personal account, then she almost took some 85 quid instead of the 24 that was remaining on the balance. After she finally managed to sort the payment out (I hope) she nosed through my direct debits until she found one for my car insurance and tried to tell me how I would be much better off with Barclays even though I told her very nicely twice I have only just renewed my insurance and then, clearly she is working on commission, tried to sell me an upgraded account. I told her all I wanted to do was make the payment and nothing else and I got the spanish inquisition as to why I didn't want to change my account. She chose the wrong day to p1ss me off. Why can't they just get on with what you have asked them to do! aaarrrrgggghhhh.

[society]

So... did you pay off the loan the end?

[grasscarp]

I love it when you call someone (eg Virgin media when there is no internet connection) and when you have sorted out the problem say "Is there anything else I can help you with today?"
I think next time I will say something like "Yes, I have found some rat droppings in my conservatory"......

[237SJ]

Because they`re pushy sales people as well as people who deal with your account. I`ve just put the phone down on a BT man who wanted to sell me BT vision. I said no once, then twice and when he still persisted, I cut him off. They just don`t get it that when you say no, you mean no.

[woofgang]

lol. Our bank kept asking me to make an appointment to go and see the manager to review my finances. I said "do I have to?" which took her a bit aback. When she said no its and invitation, i said in that case put on my account details that if I want to, I will ask...end of problem. Its worse than commission, i think they have targets to achieve.

[daffy654]

It is a requirement of the job for bank staff to try and sell you something once they have you on the phone, they also have to try if you approach the counter in branch. My other half just left the bank he worked at for 5 years because of the stress caused by the sales he was forced to make and the rude and ignorant customers who think counter staff are to blame for any mistake on their accounts.

[andy-hughes]

To start with, 'Brenda' will be an anglicised name because the chances are, you are speaking to a call centre in the Indian sub-continent, and they are advised that an English name has twin benefits - it helps to distract you from the fact that you are dealing with an off-shore call centre which means that she is doing the job for a fraction of what a UK operativre would cost - and who cares about trhe problems you have had because ... Vshe is doing the job for a fraction of what a UK operativre would cost! Plus there is a good chance that this lady's actual name would be unrponouncable anyway!

OK - now to your issues.

These personel are specifically trained in the most common functions that the average caller wishes to peform, and to that end, they are trained using a script. if the customer mentions any key words that refer to a section of the script, the operative will head for that section of the script and begin quoting. That's why you almost got your accounts by the operative - she is not actually following what you ask, she is following her script.

Similarly, they are mandated with attempting to sell every caller some insurance, or an upgraded account of one sort or another - again this is scripted, which is why your denials are ignored.

Of course, there is a very simple way to avoid your frustration, which is for your bank to employ UK staff who speak English as their first language but of course ... refer back to my first point.

For heavens sake - what do you want - a 'Help Desk' that can do what its desription infers, or an eight-figure bonus for the chairman?

You need to adjust your priorities milly!

[237SJ]

You`re right about the script. BT in India helped me sort out a problem with the computer and while they were fiddling about with something the lady asked me if I had had my dinner yet. A few months later I had the same problem and while they were sorting it, the guy asked me if I had had my dinner yet. It`s scripted down to a fine art I think. When I told him I was going to Bangalore the next day, he didn`t pass comment as it`s not in the script!

[Count-A-Strong]

They've even started to try and sell you things at the counter now. I asked for some copies of my statements and after the 'teller' had had a quick glance through he tried to tell me I'd be much better off with my mortgage with Barclays, rahter than where it is at the moment.

[brenda]

milly sorry to hear of your frustrations , but it wasn't me honestly !!!!!!! Hope all is well now.Brenda.

[andy-hughes]

Count - I get that as well. i sympethise with their need to ask every costomer, and i shorten the conversation considerably by advising that my wife takes care of all our household responsibilities - mortgage, insurance etc., which is perfectly true, so I smile sweetly and walk away.

[Count-A-Strong]

Andy - that was exactly the tactic I employed!

[woofgang]

lol Andy, I tell them that my husband does and vice versa

[boxtops]

Milly, sign up for on-line banking. We do all ours on-line, haven't been in the branch for about 4 years, and no need to speak to them on the phone at all. Much better and you don't get hassled.

[naomi24]

I do telephone and internet banking with First Direct. Brilliant!! When I phone I never wait and I speak to someone in the UK who I can understand and who deals with whatever it is I've called about with no fuss and no sales pitches - just efficient service. On the other hand my husband banks with Barclays and has nothing but problems - and he has a special account so pays for the dubious privilege!

[cazzz1975]

its the main reason I left orange, the customer services rep called himself "dave" but I could barely understand a word he said.

[milly143]

Glad I'm not the only frustrated one. I do usually do online banking but I have to use a card reader to log in to my accounts but I had left it at work and stupidly thought it would be as simple as making a quick phone call. Oh well, at least I am now loan free!

[annie0000]

Her real name could very well be Brenda - i work a lot with people in the Indian Call centre and we have alsorts of names that you would swear that they had made them up. They range from the ordinary Brian and Susan to Cindrella and Elvis!