Poor customer service

MysticMaid

Hello, I suggest a new forum with examples of poor customer service. I phoned up the Nationwide this morning to say that I had walked in awful weather conditions to the local branch to then find it had shut early. I understood why it had shut early but as I was ill at home and needed to transfer money from my Nationwide account could I do so by phone. The lady said that I needed to go into the branch to do this as, with a passbook, this could only be done in the branch. I asked if the branch was shutting early and could they phone me back to find out. I was advised it was an inbound call centre only and they could not ring me back. I advised this was poor customer service and that I could not believe nobody from the Nationwide could phone me back. She then cut me off!! I am fuming and, having struggled to the branch yesterday only to find it had been shut early I really feel they should have made a concession and called me back.

This bad service has resulted in me planning to close my account, my daughter's account and move my mortgage. It is unacceptable and I will not pay my hard-earned money to an organisation that treats customers, particularly those who have been with them for many years, so badly. :mad:

I looked on the Nationwide website and you need to phone up the same helpline or go into a branch to complain - they don't even have an email address you can complain to. I was so angry I have now registered and posted my first forum listing to let off steam!!

Martin can we have a rant forum against bad customer service please!

Lokolo

Why could you not have rung the branch yourself? The customer service rep most probably hung up on you because you were being rude to her. She told you she couldn't ring you back, making it perfectly clear.

And there is already a forum for ranting.

http://forums.moneysavingexpert.com/forumdisplay.html?f=82

Gymgenius

I'm with MysticMaid and I will not tolerate poor customer service.
We don't complain enough as a nation and customers should vote with their feet.

Wutang_2

Gymgenius wrote: »

I'm with MysticMaid and I will not tolerate poor customer service.
We don't complain enough as a nation and customers should vote with their feet.

Kick the windows out? I am all for it

Hazzanet

MysticMaid wrote: »

Martin can we have a rant forum against bad customer service please!

Praise, vent and Warnings forum

ctdctd

Lokolo wrote: »

Why could you not have rung the branch yourself?

WHS - the Nationwide web site gives a number for each branch. I doubt a central centre is kept up to date on individual branch closures when there is a bit of snow about.

Maybe it would have been better if the call centre had suggested you call the branch and gave you the number? Does not really sound like enough fuss to close all your accounts over.

Lokolo

Gymgenius wrote: »

I'm with MysticMaid and I will not tolerate poor customer service.
We don't complain enough as a nation and customers should vote with their feet.

Have you seen the fuss the snow has caused?? If anything, we complain too much!

Gymgenius

Lokolo wrote: »

Have you seen the fuss the snow has caused?? If anything, we complain too much!

I think that's called skiving

michaelvintner

It's the end of the world as we know it. :rotfl:

Rollinghome

Lokolo wrote: »

Have you seen the fuss the snow has caused?? If anything, we complain too much!

I'd like to second your complaint that we complain too much. I'm writing to my MP about it.

G_M

The Nationwide website, top right, 'Branch Finder' gives 0845 numbers for each branch. This would have been a better way to check local conditions.

saynoto0870 gives the geographic numbers (01xx..) to some of these.

Having said that, sounds like the operator could have been more helpful/polite/pointed this option out etc, so I'd write a calm objective complaint suggesting a training gap.

Complaints procedure here, and 2nd tier complaints go to:
Member Service
Nationwide Building Society
Kings Park Road
Moulton Park
Northampton
NN3 6NW