IMPROVE STATEMENTS, TRAIN CALL CENTRE STAFF BETTER

shaunt

Why is it that on credit card statements they don`t high light important info on their statements and why when i was given the wrong information did they not admit it was their problem.
I`ll try to keep this short.My payment for October never got to my c/c company so when we got our statement in nov we had a late payment fee.Phoned to ask why & was told payment didn`t get there.As this was the first time a chq payment hadn`t arrived i asked what i should do and i was told cancel the chq just in case it`s fallen into the wrong hands & then send novembers payment as normal.Thought nothing of it until a week later the wife tries to use the card to be told by the shop assistant that the card was void.so the other half comes home tells me the problem so i ring the c/c company.
This is when the funs starts.I am told that my card has been stopped as i hadn`t paid the £22 that they had asked for on the statement.Now i held my hand up & said i hadn`t read the statement where it says that i had to pay £22 straight away, but when i told this person that i hadn`t been told that the other day when i rang and asked what i should do as my payment hadn`t arrived andall i was told was that this person couldn`t comment on that phone call & when i asked if the call had been logged with a memo i was told the call had been logged but no memo was put down about the instructions i was given(which i stated earlier).
I then asked how much responsibility would the c/c company take in respect of the misinformation i was given to be told ican only apologise but i can`t comment on the call.
It also states on the c/c statement that & i quote;
WE DID NOT RECEIVE YOUR LAST PAYMENT.TRANSACTIONS MAY NOT BE AUTHORISED UNTIL PAYMENT IS RECEIVED.
When i pointed this out that it stated MAY NOT instead of WILL NOT again i was told i can`t comment on that.
So here we are going round in circles the c/c company not taking any blame what so ever for the mis- information i was given.
Surely staff should be trained to give out the correct info and fill in the memo section for each call as you never get the same opo twice and why can`t they highlight important parts of the statement like the bit that said PAY OVERDUE SUMM £22 NOW.Why can`t that be printed in red & why wasn`t i told when i made the original call that i needed to send £22 asap.
A lesson to be learned always read your c/c statement in full & get a name of the person you spoke to.
I have writen a letter of complaint but i would say it`s in the shredder by now.
Has anybody else had a problem like this.Also sorry if i`ve gone a bit.
Shaunt

Fatboy_NSS

If there is a difference between what the T&Cs say and what a CSA tells you then the T&Cs always apply. However I'd imagine you'll get the late payment fee refunded as a gesture of goodwill, especially if it's your first late payment in a while.

How about setting up a direct debit to make sure the min payment is always covered? Or pay bills online or at the bank rather than by post to aviod the hassle when things go missing?

shaunt

Surely if the staff are trained properly they would give out the correct info that is stated in the terms and conditions etc.Nothing back yet from my letter but it`s only been a week since i sent it and it may get lost in the post but as i sent it recorded delivery we have got that one covered.
As and when i get a reply i will let you know.
thanks
shaunt
PS-Getting the card cleared when next statement arrives then doing everything telephone banking

smartsaver

Surely if  the staff are trained properly they would give out the correct info that is stated in the terms and conditions

Call centre info varies depending on the experience and calibre of staff you are dealing with. Most calls are recorded and once info has been inparted they should honour what has been said by the agent in the customers favour - even if it is wrong. Never trust smiling call centre staff  :-/  Although training comes into this so does human error  

weatherwax_2

Call centre info varies depending on the experience and calibre of staff you are dealing with. Most calls are recorded and once info has been inparted they should honour what has been said by the agent in the customers favour - even if it is wrong. Never trust smiling call centre staff  :-/  Although training comes into this so does human error  

One thing that can make a helluva difference in how you're treated by call centre staff is to always get their name(s). I usually try to get the agent's full name, but when they give you the "I'm not allowed(!) to give my surname" routine, get their team number and ask where they're based.

It's amazing what a difference it makes, you knowing exactly who you're talking to re their attitude towards you, because they then know they're answerable, as individuals, for the service they give you.

I've lost count of the times I've had an immediate volte-face from an initially snotty CSA after I've asked exactly who I'm speaking with. Never fails.

King_David_2

If a statement doesn't arrive due to being lost in the post or something to that effect, then by all means you have grounds to complain.

The fact you don't read your statement properly is down to you.

Next you will be expecting to use your card in shops and for someone else to pay the bill each month.

As always, someone else is to blame for your mistake.

Robert_Sterling_3

I will miss you BBA when you go to Australia.
I think of you as the Simon Callow of MSE.
Nearly every one else tries to be Sharon "Mrs Niceperson Osbourne".

shaunt

Bouncebackability if you had read my text properly you would have read that i followed instructions from the call centre so why wasn`t i told the correct thing to do then as i had never had a payment go missing & i wasn`t sure what to do.
As regards your bit about me spending on my card & getting somebody to pay for it please don`t patronise me.
Like i said if i had been given the correct info @ the start the problem wouldn`t have arose
shaunt

Martinslovechild

If I were you Shaunt,

I would ignore Bounce's comments. After all, there's no point in getting upset over somebody who seems to revel in making people's lives a misery.

MLC.

smartsaver

If I were you Shaunt,

I would ignore Bounce's comments.  After all, there's no point in getting upset over somebody who seems to revel in making people's lives a misery.

MLC.

Absolutely.. most of us are nice most of the time

weatherwax_2

I think of you as the Simon Callow of MSE.

A calumny! Simon Callow is witty, articulate, well-read and a brilliant actor.

Oh errrr now I see the aptness of the comparison between him and bounce....... ;D