Complaint Letter Successes

AdeleBird

No

Gonna write a complaint ltr to Domnios - every time I text for a voucher I always get sent one that has expired!!

Caveat_Emptor_4

No

Normally I try to help others addressing their complaints, but I have a recent one that has so blown my mind I would appreciate an outside perspective. Please bear with me this is a bit long winded.

I am an ex-pat formally from the UK, living in the Netherlands, but working mainly in Norway. This makes some supposed simple admin tasks a real pain in the nether regions. Recently I noticed I had not received my interest statement on my personal account, which I need for my tax return. A bit of a formality normally as I have no money in the account. This is where it starts to get irritating.

Call 1 - I phone Abbey and ask for a dupelicate interest statement to be sent out. They explain I need to do the security check first, which is weird because I am only asking them to send something to my existing address, but OK. Three questions later I fail. They claim my name does not match with the one on the account (I think I know what my name is after nearly 40 years), second they dispute the spelling of my mother's maiden name and finally that I get the value of a recent transaction wrong by 10 pence. They explain that they cannot therefore fulfil the security check and they cannot deal with me. I was concerned about how I got the questions wrong, so I asked my wife who is based in the Netherlands to have the details on standby (bank statements etc) for the next call.

Call 2 - My wife (who by chance used to work at Abbey), decides to call since we also have a Joint account there. She appears to get the situation resolved after talking to the Manager

Three weeks pass with nothing arriving.

Call 3 - My wife kindly does a follow up call to find out if they have been posted. Despite her being able to demonstrate being my wife and also pass all the checks they are only willing to discuss issues about the joint account. Once again despite the request being for them to resend a document they should have already sent, they refuse to help. If she had a deeper voice I am sure she would have passed as me.

My issue is not with their security but with the following:
1. The downright rudeness of the staff spoken to - right to the verge of being openly insulting
2. The sheer jobworth attitude. There is a zero security risk with resending something to the same address. At worst they could have politley refused.

Having looked on the Abbey site it appears to activley discourage customers complaining other than through a process that can take up to 3 months and only by post! Is there a calm head out there that can suggest how I can express my displeasure to Abbey in a way that might actually filter to someone who matters? Not interested in compensation etc, but I am interested in a sincere apology to my wife (reduced to tears by them) and the faint chance they will behave better to future customers

lisamummytoarchieplusbump

lisamummytoarchieplusbump wrote: »

i emailed pets at home about the childrens activity thing they are doin as i was very disapointed in not only the avertising id seen made it sound really fun for the kids but also when i got there the staff didnt know what i was talking about even though there was clearly posters alll round the store lol i finally found someone that did and all they done was gave my son a sheet of 6 stickers and let him stroke a rabbit and guinee pig and that was it. i understand it was a freebie but come on the website does make it sound like so much fun for kids that if i had known all he was going to do was stroke a rabbit and guinee pig i would have took him to a farm. well that was 2 weeks ago and i still havent heard anything. shall i phone and complain as they set up this big promotion and dont even bother to tell there staff about it or train them

well recieved a reply basicly saying sorry the manager of the branch has been notified of the staff problems and if i would like to attend the childrens workshop again then they are now prepared for it
well i wasnt expecting anything really but seen as i had to send another email stating you havent replied to me and i would like an explanation to why you advertise an event yet cant be bothered to train your staff so i was very dissapointed you would think they would at least send a £2 voucher but no just a sorry please attend the workshop again

liquidlives

No

gempink wrote: »

this is just madness, i think its being taken to far complaining about things like this, its the same as complaining about water thats too wet or ice thats too cold.
:rotfl:

To be honest, the complaint was mainly about the fact the cup was leaking. I'm sorry that you find this so funny but they actually took it seriously and referred me to the specific branch where I had the issue. They had the machine checked to see if there was a problem with it which resulted in the tea being hot for so long. I don't think I was being ridiculous as my fellow passengers also thought it was unreasonable for my drink to have been boiling hot and for at least forty minutes. How on earth was I supposed to drink it if it was still steaming for so long? They had all finished their coffee in about five minutes. The branch have also logged a complaint with the cup supplier and are awaiting a response.

mrsdinozzo wrote: »

Agree fully here...also, health and safety on the coach should have been observed - the cup was leaking already when you smuggled it on board - and if you'd spilt this *boiling hot* beverage on a fellow passenger? What then, they'd be suing the coach company for not complying with making sure no one had food and drink on board...extreme I know..but in this compensation mad culture we're living in...to my mind, what you did was just plain daft! and I think Costa will be laughing...

I just have to say that I am not this stupid. They are obviously not laughing given that they appear to be taking this completely seriously as there actually could have been a fault with their urn. In fact the coach company allowed other passengers to bring their drinks on board as they bought them just before we left so I hardly think they would have objected.

sco0ter

Once complained to Parkdean holidays over the SUN caravan offer. The van we got was leaking and freezing and although we were finally moved into a brand new van (they had to remove the polythene from the seats when we got in) we wrote saying it shouldnt have happened and they gave us a free meal voucher.

We then went to a Haven park as we didnt want a repeat of the parkdean incident but found these caravan sites to be completely money orientated with very little for young children to do and very bad facilities (children under 4 running around and playing in the same place hot food/drinks are served). That coupled with blocked sinks, leaking caravan, broken TV, having a bucket of water fall on me from the top of an arcade machine as well as an eye injury to my 2 year old daughter becasue of an unprotected air hockey machine we decided to write an apology to parkdean for the criticism of thier park and they sent us a free weekend.. Sometimes it pays to give positive feedback rather than all negative,

BTW .. Still not heard from haven.

Dandy_Lion_2

No

hi guys i post a message last week about buying a laptop from pc world about them setting up a direct debit without me knowing and asking me to sign stuff saying it was just for proof if i needed to ring pc performance and they said the were going to give me free norton 360 for free and he charged me for that as well, well i sent them an email about setting up a direct debit without me agreeing to it and charging me for stuff that was meant to be free i had a phone call from pc customer services some bloke from india who called me a lyer and once again could not get in touch with pc world plymouth, i told him it was against the law to set up a direct debit and to take all my cards details without asking and to get me to sign somthing by saying it was just so pc performance would know it was me if i needed to call. i told him if i dont get a phone call from pc world plymouth i will take this further.

i really need some advice please on what to do, do i send them a letter by post?

MRS_TO_BE_2

No - but it should be moved to another board

I would refuse to deal with them by phone. Especially if they are being slanderous. Deal with it all by email or writing.

Dandy_Lion_2

No

well i am going to be sending them a letter monday i just dont know how i stand on this subject

parkemitch

No - but it should be moved to another board

Dandy_Lion wrote: »

well i am going to be sending them a letter monday i just dont know how i stand on this subject

Hey,

Cant you ring the store direct?, oh and cant you cancel the direct debit with your bank, as PC world would incur a charge not you.

Sorry if some of this has been repeated

Dandy_Lion_2

No

hey parkemich, when i phoned customer services i asked for a direct number but they said they did not have one i looked in the phone book and there was nothing there,i will cancel the direct debit on monday, its not the point about stopping the direct debit its the fact that they set i up without me knowing i have just written a letter so i will send it off on monday.