Complaint letter to HBOS any thoughts?

bathgatebuyer

HBOS are a joke - no communication between Customer Relations and Collections. Similar happened to me when they refunded my bank charges. All the communication had been with the Customer Relations team who - after I applied to the court - then advised that they would refund nearly £4K into my account by the end of that week. On the Thursday night, this cheeky little gimp from Collections called up asking my to pay him £16 as I was overdrawn by that amount. Even after telling him that there would be £4K in my account the following day, he just continued to be rude to me down the phone telling me that he had no record of any dispute, and no notes about any correspondence with Customer Relations. Upshot was, he told me I was a liar, I told him he was a **** and the following day I had £4K in my account and raised a formal complaint about the gobby little git who had phoned me the night before.

I think their Customer Relations and Collections Teams work on different systems and share no records, so even if there is a perfectly valid dispute, Collections don't know about it (even if they did, I wonder if that would stop then?).

I would definitely complain, but send your letter recorded and direct to the Office of the Chief Executive at Trinity Road. Any time I have had dealings with them it has been pretty good.

pepe2008

Just about ALL Banks,CCs and DCAs are cr*p in the 'Customer relations' dept especially when it is somethin'non-standard' and the Collection Dept are even worse!!
This is why, if you have cause to be involved with these cretins you MUST keep a record of EVERY letter, e-mail and phone call so that you can create a time-line in your Complaints to/about them.

IF YOU ARE DEALING WITH A DCA THEN YOU WILL HAVE CAUSE TO COMPLAIN.....DO SO..ITS FREE AND ANONYMOUS VIA THE OFT.

annamack

I agree. The inability of one dept to speak to another is astonishing. What makes it worse is customer collections sit in the same office as albion debt collectors I mean they nearly share desks. I can get calls from either or both on the same day. When they called last night and asked me to confirm my security details I said no!! he said why not? are you not able too? I said yes I am I just dont want too, he replied why not? and off I went on a benny

BECAUSE OF THE COMPLETE !!!! UP YOU IDIOTS HAVE MADE OF MY ACCOUNT.

Oh he says I can see the account is on hold until 6th Dec I will put it back on hold.

WHAT YOU PHONING ME FOR THEN IF ITS ON HOLD ALREADY YOU COMPLETE MORON!!! and I put the phone down. hee hee:rotfl:

Think I will put my six year old on to them next time and get him to do his best Golum impression

pepe2008

they'll probably offer him a job:rotfl: :rotfl:


maybe not, he's probably far too intelligent

annamack

pepe2008 wrote: »

they'll probably offer him a job:rotfl: :rotfl:


maybe not, he's probably far too intelligent

hee hee hee its good to laugh. Do you ever wonder if any of these people read this forum and the things we write about them?

pepe2008

Them.... read:rotfl: !I expect they have specially made keyboards that they can use with thier foreheads:rotfl: :rotfl:

dancingfairy

Letter sounded good - obviously I have no prior knowledge of the situation but it seemed well laid out and seemed to cover a lot of important points without sounding at all waffly. It sounded polite but firm and that you need it sorting it out.
I don't know if you retyped it in here or whether you copied it from your original letter but one of the last sentance says to provide you with a copy IF this - obviously a typo and should read OF this.
I appreciate that this is extremely distressing for you but am not sure that being rude to them will help your cause at all. No doubt they will have recordings of this and you don't want them making you out to be a difficult customer and you don't gain by sinking to their level - however tempting it may be. Just hang up on them - state you refuse to answer their security q's and hang up - be firm but polite with them.
I hope you can reach an agreement with them and recieve an apology at the very least.
df

bathgatebuyer

pepe2008 wrote: »

Them.... read:rotfl: !I expect they have specially made keyboards that they can use with thier foreheads:rotfl: :rotfl:

You owe me a new monitor - I have just sprayed mine with coffee

slinkymalinky_2

HBOS have been pretty rough with me in a similar situation.

I complained to the Financial Ombudsman, who just took copies of any letters to and fro, details of telephone calls etc. and then handled the rest. Finally, HBOS apologised (via FO) and I was also awarded a modest payout.

Can I recommend that, before you call the FO, you make one last call to HBOS using your mobile phone's "record" facility if you have one (or borrow a phone that can do this) so that you can provide the FO with a snapshot of HBOS's telephone banking advisers' awful attitudes. They truly must be trained to wind you up!!! Once you have the call recorded you can download it to your pc and eventually send by email to the advisor you are assigned by the FO.
Best of luck
xxx

annamack

dancingfairy wrote: »

Letter sounded good - obviously I have no prior knowledge of the situation but it seemed well laid out and seemed to cover a lot of important points without sounding at all waffly. It sounded polite but firm and that you need it sorting it out.
I don't know if you retyped it in here or whether you copied it from your original letter but one of the last sentance says to provide you with a copy IF this - obviously a typo and should read OF this.
I appreciate that this is extremely distressing for you but am not sure that being rude to them will help your cause at all. No doubt they will have recordings of this and you don't want them making you out to be a difficult customer and you don't gain by sinking to their level - however tempting it may be. Just hang up on them - state you refuse to answer their security q's and hang up - be firm but polite with them.
I hope you can reach an agreement with them and recieve an apology at the very least.
df

Hi dancingfairy

It is a typing error thanks for spotting that. I will take on board your comments about being rude to them it doesnt help in the long run. Truth be told I just want it sorted out. Fingers crossed after this letter it will be.