IMPORTANT! This is MoneySavingExpert's open forum - anyone can post

Please exercise caution & report any spam, illegal, offensive, racist, libellous post to forumteam@moneysavingexpert.com

  • Be nice to all MoneySavers
  • All the best tips go in the MoneySavingExpert weekly email

    Plus all the new guides, deals & loopholes

  • No spam/referral links
or Login with Facebook
NRAM Poor contact centre
Closed Thread
Views: 10,160
Thread Tools Search this Thread Display Modes
# 1
AnneJ
Old 22-10-2010, 7:10 AM
MoneySaving Newbie
 
Join Date: Dec 2009
Posts: 5
Unhappy NRAM Poor contact centre

Any one else suffering with the new contact number for Northern Rock.

Not only do NRAM only offer a chargable 08 telephone number to call them you hang on for a minimum of 5 minutes to get through.
When you do finally get someone, more minutes are taken up by re-doing the security checks (previously done on the touch tone).

Norther Rock used to offer a call back service. I rang NRAM last Friday and was advised 'we can only call you back if we are not busy, we are too busy today'. What about tomorrow I asked 'Cant do call backs on Saturday'. We are now Friday a week later - no call back received so far.
AnneJ is offline
Report Post
# 2
gozlingo
Old 22-10-2010, 8:51 AM
MoneySaving Newbie
 
Join Date: Oct 2010
Posts: 1
Default Grrrrrrrr...

Totally useless, I am on the phone to them right now, it's been 13 minutes and I still haven't spoken to anyone.

I'm at work and have to call from my mobile too.

They cancelled my direct debit out of the blue, so I'm trying to correct a mistake of theirs!
gozlingo is offline
Report Post
# 3
maninthestreet
Old 22-10-2010, 8:58 AM
Deliciously Dedicated Diehard MoneySaving Devotee
 
Join Date: Nov 2006
Posts: 12,806
Default

What do you expect - you are dealing with a NATIONALISED bank!
"You were only supposed to blow the bl**dy doors off!!"
maninthestreet is offline
Report Post
# 4
Welshgirl123
Old 01-11-2010, 11:59 AM
MoneySaving Newbie
 
Join Date: Nov 2010
Posts: 1
Default 20 minutes and counting...

I'm trying to get through to them right now and have been waiting for 20 minutes...

I've just found out that my mortgage has just been moved to them from Northern Rock - they haven't written to me to say. All a bit horrible really...

Welshgirl
Welshgirl123 is offline
Report Post
# 5
madspiral
Old 01-11-2010, 12:51 PM
MoneySaving Newbie
 
Join Date: Aug 2010
Posts: 3
Default

38 minutes and still queueing, even the music has looped! All I want is an idea of my settlement figure, I sincerely hope they don't make my solicitor wait this long! :-)

Madspiral
madspiral is offline
Report Post
# 6
ssharon
Old 01-11-2010, 1:07 PM
MoneySaving Newbie
 
Join Date: Nov 2010
Posts: 4
Default

i've been on hold for 40 minutes, what is the longest anyone has had to wait?
ssharon is offline
Report Post
# 7
DebtMagnet
Old 01-11-2010, 1:36 PM
MoneySaving Convert
 
Join Date: Sep 2006
Posts: 190
Default

I was on hold for about 15 minutes, then i got the ringing like I was about to speak to someone for a few seconds before being dumped back to the begining but this time in the Northern Rock system. Had to then go through everything again to get transferred to the NRAM queue again where I then waited just under 20 minutes.

I was furious but they simply said they would pass on my feedback!!

Unfortuantly I need to speak to them more than they need to speak to me so they really don't care how bad the service is
DebtMagnet is offline
Report Post
# 8
ssharon
Old 01-11-2010, 1:43 PM
MoneySaving Newbie
 
Join Date: Nov 2010
Posts: 4
Default

Just after I posted, I got through but was told I needed to ring another number. I was very angry so the operator put me through - still had to wait 10 minutes though.

I wouldn't want to work at their call centre with the amount of abuse they are going to get.
ssharon is offline
Report Post
# 9
jon_boy75
Old 02-11-2010, 9:41 AM
MoneySaving Stalwart
 
Join Date: Apr 2007
Posts: 361
Default !!!! me

52 minutes this morning

I asked the CSA if she was the only person in the office this morning...she didnt find it funny

just because it's a nationalised bank, doesn't mean it has to be utterly !!!!!...loads of people need jobs, give them a job

what a way to start your day, now i'm just annoyed
jon_boy75 is offline
Report Post
# 10
Poppa Alcohol
Old 04-11-2010, 12:13 PM
MoneySaving Newbie
 
Join Date: Nov 2010
Posts: 3
Default

Utterly crap. Rang them last week to get a redemption statement, waited 35 minutes. Statement arrives on Saturday (30/10) dated to expire on 31/10. A lot of use that is. Tried to ring Saturday morning to get a new one sent and always got engaged tone. Tried again on Monday and was stuck on hold for 45 minutes before giving up as I felt that if I had to listen to either a) the opening bars of 'The Four Seasons' or b) some pathetic wet sounding woman saying 'I'm sorry we're still busy' I'd start screaming and never stop.

Sent an email to their customer service line asking for a new statement but no reply after four days.

Of course these things don't happen by accident, they can't have been overwhelmed by an unexpected surge of business (the Santander excuse) as they don't get any new business they only deal with existing accounts and they will know exactly how much customer contact they can expect from those. So the answer's clear: NRAM (owned by us, paid for and financed out of taxes) deliberately decided to externalise their costs onto their existing customers by getting a level of staffing at the centre that would mean long waits for callers.

Two kinds of action in response: a) contact your MP and ask him/her to raise this issue either direct with NRAM or in the House and b) anyone got any contact numbers/email addresses within NRAM that don't go through call centres/anonymous postboxes?
Poppa Alcohol is offline
Report Post
# 11
bonnie79
Old 06-11-2010, 10:29 AM
MoneySaving Newbie
 
Join Date: Nov 2010
Posts: 1
Angry NRAM _ No Answer

I tried twice on Mon 1st Nov to contact NRam. I held for 12 mins then 18mins and then gave up, thinking as it was the first day of the month maybe they are inundated with calls. I decided to leave it. I have rang today Sat 6th Nov but yet again had to hold. I held for 20mins after which the call was answered and someone did manage to help me!!! This is not an ideal situation when you are trying frantically to sort out your mortgage, but bare with it!!

Local Number is 0191 430 0800 and I am told this number is open M - F 8am - 6pm Sat 9 - 12

Good Luck folks!

Last edited by bonnie79; 06-11-2010 at 10:31 AM.
bonnie79 is offline
Report Post
# 12
janlaine
Old 15-11-2010, 10:51 PM
MoneySaving Convert
 
Join Date: Oct 2008
Posts: 49
Default NRAM - no information

I have put in an official complaint with Northern Rock - after 3 weeks they told me it has to be NRAM dealing with it even though all correspondence has been on Northern Rock paper.
They have changed our direct debit 3 times without telling us, a small repayment mortgate was paid up - they didn't tell us. the interest only mortgage was coming to an end and I asked 3 times for a SOA - didn't get one. Have paid a cheque and cancelled direct debit in the hope they would send me some information and all I got was a letter telling me how to set up a direct debit and no acknowledgement that the interest only mortgage was or was not paid up as we had to guess how much we owed. There is much more but I'm losing the will to live.
janlaine is offline
Report Post
# 13
Topazmine
Old 19-01-2011, 4:23 PM
MoneySaving Convert
 
Join Date: Feb 2010
Posts: 19
Default I think NRam learned their customer service skills from NTL

The first time I tried to contact them after we were switched to NRam from Northern Rock, I spent 2 hours on hold to them before finally giving up.

The second time, 45 minutes before giving up.

I need to speak to them as we changed our payments for just this year, but they are taking nearly 10 more a month out of our accounts than is in the new contract they signed and I can't get hold of anyone to find out why or complain.

None of the letters they sent me had any contact details other than that phone number with the apparently non-existent call centre staff, which can't be legal surely?..

The problem is of course, do I let them just keep charging us an extra 10 each month for no particular reason, or do I spend anything up to another 2 hours on hold before giving up?
Topazmine is offline
Report Post
# 14
reviewbyme
Old 19-01-2011, 8:20 PM
MoneySaving Convert
 
Join Date: Jan 2011
Posts: 16
Default

Have you tried the numbers on the NRAM website? Looks like the main mortgage number is 0845 609 9610 although if you have made your new arrangement due to payment difficulties it states 0845 604 4850. Good Luck
reviewbyme is offline
Report Post
# 15
DVardysShadow
Old 19-01-2011, 8:26 PM
Deliciously Dedicated Diehard MoneySaving Devotee
 
Join Date: Jul 2009
Posts: 18,244
Default

Quote:
Originally Posted by Topazmine View Post
The first time I tried to contact them after we were switched to NRam from Northern Rock, I spent 2 hours on hold to them before finally giving up.

The second time, 45 minutes before giving up.

I need to speak to them as we changed our payments for just this year, but they are taking nearly 10 more a month out of our accounts than is in the new contract they signed and I can't get hold of anyone to find out why or complain.

None of the letters they sent me had any contact details other than that phone number with the apparently non-existent call centre staff, which can't be legal surely?..

The problem is of course, do I let them just keep charging us an extra 10 each month for no particular reason, or do I spend anything up to another 2 hours on hold before giving up?
Write a letter, keep a copy, get ignored, write another letter, keep a copy, get ignored again.

Now you have a paper trail. Claim the money back on the DD guarantee. They will get in touch. But you have a paper trail.
DVardysShadow is offline
Report Post
# 16
reviewbyme
Old 20-01-2011, 5:06 PM
MoneySaving Convert
 
Join Date: Jan 2011
Posts: 16
Default

If you 'claim' the money back on the Direct Debit guarantee this will only put your mortgage in arrears. Your current account bank would provide you with a refund but would then ask NRAM for the money back by DD indemnity which NRAM must do (as this is the 'guarantee').

Always keep copies of any letters but if you can persevere you will probably have your questions answered quicker by phone.

Have you tried to contact them again?? Try calling outside of peak times when there would be less staff in the office ie not 12-2 or after 4pm.
reviewbyme is offline
Report Post
Closed Thread

Bookmarks
 
 




Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

 Forum Jump  

Contact Us - MoneySavingExpert.com - Archive - Privacy Statement - Top

Powered by vBulletin® Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.

All times are GMT +1. The time now is 5:09 AM.

 Forum Jump  

Free MoneySaving Email

Top deals: Week of 17 September 2014

Get all this & more in MoneySavingExpert's weekly email full of guides, vouchers and Deals

GET THIS FREE WEEKLY EMAIL Full of deals, guides & it's spam free

Latest News & Blogs

Martin's Twitter Feed

profile

Cheap Travel Money

Find the best online rate for holiday cash with MSE's TravelMoneyMax.

Find the best online rate for your holiday cash with MoneySavingExpert's TravelMoneyMax.

TuneChecker Top Albums

  • THE SCRIPTNO SOUND WITHOUT SILENCE
  • SAM SMITHIN THE LONELY HOUR (DELUXE EDITION)
  • ED SHEERANX (DELUXE EDITION)

MSE's Twitter Feed

profile
Always remember anyone can post on the MSE forums, so it can be very different from our opinion.
We use Skimlinks and other affiliated links in some of our boards, for some of our users.