MoreThan Indian call centres

Megalomaniac

I am absolutely fuming with MoreThan and the idiots which work in their Indian Call Centre. I rung up last week to change the car on my policy, change the policy to Fully Comp etc..., paid with my credit card and got the paperwork through today.

I then noticed an error on the Motor Insurance certificate for it to run from 3rd October, not the 2nd October as I instructed. This took them 15 minutes to realise and kept saying my car was insured today, even though I was telling them it says on my policy from the 3rd, but wanted it changing to the 2nd. Finally, they did this! :j

However, by changing it to the 2nd, they have subsequently increased my excess to more than (excuse the pun) the £50 paid I for on the original call which I didn't ask them to do. Having then asked them to reduce it back to the original £50 excess (which I have paid for) they said they can't make changes to it during the policy. I then started to get annoyed saying they have just changed it whilst on the phone with them. She realised this and tried changing it to £50 but wouldn't work, put me on hold for a few more minutes, and proceeded to cut me off.

I rung back, and spoke to someone else who said they couldn't access my file because that woman still had it open! I was told to ring back in 15 minutes/ half an hour, which I did...

Spoke to another woman, who told me a note had been put on the file saying it had all been changed. The date had been changed but the excess was still more than what I paid for. I asked her to change it, once again told me she can't whilst I explained it had been changed already today! They then said the excess had never been £50 whilst I look at the paperwork in front of me which spelled it out in black and white!

Put on hold again for 5 minutes at least, and then was told they would listen to the original recording of my first phonecall to hear whether I was originally quoted the £50, despite them having sent all this information out to me.

Now they're going to ring me back next week to confirm whether they will honour the £50 excess I paid for, or have to pay a £15 charge to reduce it down to that level. They basically inferred I was a liar!

Absolutely hopeless and hope this puts others off from using them for their car insurance and other services (they even had the audacity to ask if I had a bleeting dog halfway through trying to fix this mess). I won't be renewing with them for next year after having been with them for 5 years with no previous claims. I hate to think what they are like when you need to use them properly!!!! :mad: :mad: :mad:

sporedude

Thats the joys of outsourcing.

Proc

The joys of purchasing products based on price rather than value. Cheap products, cheap service.

It's not just More Than, it's pretty much all of the Indian call centres. Just the way that they are structured, so large, so hard to understand, so far away. It's impossible to track the same person and hold them accountable for their mistakes.

Shoddy service. Not justified, but hardly surprising.

Megalomaniac

Proc wrote: »

The joys of purchasing products based on price rather than value. Cheap products, cheap service.

I agree. But you don't know unless you ring them up and deal with them. In fact, whenever I have had my renewal notice through and phonecalls with them chasing me up, its always a British person so who am I to think otherwise. It really is a matter of you don't know how good companies are until you have a problem with them :rolleyes:

custardy

i dropped more than for the very reason of their call centres

debsthe1

I had a similar problem with them a few years ago regarding the number of years for my no claims! This was due to an error on their part.

It took a long time to be resolved with numerous calls and ring backs promised - but never made :mad:

Since this occurred I have made sure that any insurance I take out has a UK call centre.

Primrose

I think the Chief Executives of all British companies who decide to allow their call centres to be relocated outside this country should be charged with treason

Not only do they provide lousy customer service with employees speaking a type of English that none of us can understand, they are depriving this country of much needed revenue from British employees who could be employed, earning money and paying tax. Shame on them all.

I think it's about time Martin and the rest of us should start campaigning for overseas call centres to be banned or where possible, boycotting any company which uses them.

medders2604

Agree 100% Primrose I've been lucky enough to avoid the outsourced call centres until BT recently but I will now always be making sure I use UK call centre only companies.

Megalomaniac

medders2604 wrote: »

Agree 100% Primrose I've been lucky enough to avoid the outsourced call centres until BT recently but I will now always be making sure I use UK call centre only companies.

Snap! :beer: :T

a11waysindebt

Primrose wrote: »

I think it's about time Martin and the rest of us should start campaigning for overseas call centres to be banned or where possible, boycotting any company which uses them.

And risk the increase in premiums which would follow. Would that include holiday companies etc aswell.

olias

I seem to remember hearing about or seeing a website or list somewhere that gave details of all the UK companies using Indian call centres so you could avoid them if you wanted. Does anyone have any details?

Olias