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Hi, I just saw a post from someone saying they had called Abbey and "accidently" been cut off on several occasions, when trying to discuss charges. Also when they do get to speak to someone, they are told someone will call them back and that call never transpires.
I to have had that exact scenario, and just wandered how many others have experienced the same problems? If there are a large number of us, we should start a petition to end Abbeys bad practices. After all, they may be able to fob us off individually, but if enough of us tell them to buck or we are leaving, well then maybe they just might.
Just a thought...
Oh and before anyone says why are you bothering talking to call centres? I know we should not, but it would be good to see if we can effect change of policy, if enough of us threaten to leave!
i actually was told by sophie (head of customer relations that she was going to cut me off when i asked her to explain why a direct debit wasnt let go through but 2 days letter the same direct debit was let through makinf me have a charge for first declined then a charge for accepted even though on both occasions i had exactly the same amount in the the bank. She said she wasnt going to answer that question and if i asked again she would put the phone down, so i asked her what incentives she got for refusing refunds , at which point she hung up on me. I keep ringing her and i think im finally making her loose control, its actually quite alot of fun
That's disgraceful, seriously have to do something about this people. Not just the illegal charges but the way we their customers are treated with contempt by staff.
i actually was told by sophie (head of customer relations that she was going to cut me off when i asked her to explain why a direct debit wasnt let go through but 2 days letter the same direct debit was let through makinf me have a charge for first declined then a charge for accepted even though on both occasions i had exactly the same amount in the the bank. She said she wasnt going to answer that question and if i asked again she would put the phone down, so i asked her what incentives she got for refusing refunds , at which point she hung up on me. I keep ringing her and i think im finally making her loose control, its actually quite alot of fun
Write a letter detailing the treatment and send it to her and anyone else at that organisation you can think of. You should at least get it down on the record.
never let anything like that go unrecorded.
However, it does mean that you are pushing them against the wall and that you are winning.
As to what else you can so about it:-
Go through the steps until you issue your claim
Please don't pm me about specific questions unless you have posted and it has not been dealt with or unless the matter is confidential. Please include a link to the post you want me to look at. If you have received a defence, contact me.
Advice & opinions of BankFodder, The Consumer Action Group and The Bank Action Group are offered informally, without prejudice & without liability. Use your own judgment. Seek advice of a qualified insured professional if you have any doubts.
Am in the process of claiming back my charges from shAbbey and have been cut off 3 times today while trying to speak to someone, I have never been cut off before when requesting a balance or some other query. Think it is strange that as soon as you mention bank charges or ask someone what their name is for your records you get cut off.
However, it does mean that you are pushing them against the wall and that you are winning
BF is right in this - it sounds like they are starting to wipe their elbows and getting tennis ar*e in the process...keep up the pressure, and stick to your own deadlines...they WILL slip up or give up.
Alecto, Magaera et Tisiphone: Nemesis on Earth is come.
All advice and opinions given by Spiceskull are personal, and are not endorsed by Consumer Action Group or Bank Action Group. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.
I still don't understand why people don't routinely record their calls.
I use Skype and a recording program called Skylook which dumps the soundfile into an Outlook folder as an email.
Please don't pm me about specific questions unless you have posted and it has not been dealt with or unless the matter is confidential. Please include a link to the post you want me to look at. If you have received a defence, contact me.
Advice & opinions of BankFodder, The Consumer Action Group and The Bank Action Group are offered informally, without prejudice & without liability. Use your own judgment. Seek advice of a qualified insured professional if you have any doubts.
The point is that this is only useful when you initiate the call. When you receive the call you are unprepared and offguard - even a muppet at the bank would watch their step when confronted with "excuse me, I just need to turn my recorder on..."
The bank will record the call for certain, and we can request it with our DPA. Their call, their mistakes, their problem.
Alecto, Magaera et Tisiphone: Nemesis on Earth is come.
All advice and opinions given by Spiceskull are personal, and are not endorsed by Consumer Action Group or Bank Action Group. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.
When you ask for recordings of calls they seems to be a bit reluctant. Generally, you can't just send in a dpa request and say "give me copies of All recorded calls". Instead, they insist that you tell them exactly when the call happened, so they can look out the recording for you. The impression they give is that all recorded calls are kept on tapes and tossed in a cardboard box in a basement somewhere for storage - which is laughable, obviously.
As for getting cut off by the call centre - I'm always of the view that when you phone them you are definitly speaking to the monkey, and not the organ grinder, so why waste your time (other than for sport)
Calls are stored as .wav files, so there is no (technical) reason why they couldn't send the file by email after the call.
However, monkeys don't get keys, and they have to make/take the next call immediately, as that is all they are paid to do.
However, EVERY call has what is called a URN (unique reference number) or some similar format - ask for that at the end of the call. You don't need to remember the date/time (but it is sensible to write it down) - they will find the call a lot faster by URN (unique) rather than searching date/time (possibly thousands of records that will all need listening to by a better fed monkey (verifier/supervisor/QAR to their CVs...))
Believe me, in this I am 100% certain of my facts.
Alecto, Magaera et Tisiphone: Nemesis on Earth is come.
All advice and opinions given by Spiceskull are personal, and are not endorsed by Consumer Action Group or Bank Action Group. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.
phone calls cut off!!!
and "accidently" been cut off on several occasions, when trying to discuss charges. Also when they do get to speak to someone, they are told someone will call them back and that call never transpires.
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Originally Posted by jackunion
