A very strange telephone call from my bank

Acremead

EltonJohnFan wrote: »

.... she called me back and said that it turns out one of her team had indeed called me unofficially looking to make a sale and that she was sorry for any misunderstanding.... She then grumbled that I was welcome to make a complaint but that she was the manager and that it would go to her anyway.

Absolutely outrageous. Staff making unofficial calls? Obviously you must complain to their head office and not to the branch where it will 'go to her anyway'. If head office has anything about them she should herself be in deep doo-doo, let alone the guy who called you. In these paranoid times banks are usually quick to assure you that they won't phone or e-mail you out of the blue as they are aware that such calls could be from scammers. For a bank employee to allow you to give them your account details without gently rapping you over the knuckles for compromising your own security is extremely unprofessional, as is his giving you a private phone number. A well-known ploy of scammers is to give you a separate number to ring, so he's actually coming across as a scammer on three points at least. You had a right to be suspicious and worried. Seems close to harassment to me.

EltonJohnFan

Acremead wrote: »

Absolutely outrageous. Staff making unofficial calls? Obviously you must complain to their head office and not to the branch where it will 'go to her anyway'. If head office has anything about them she should herself be in deep doo-doo, let alone the guy who called you. In these paranoid times banks are usually quick to assure you that they won't phone or e-mail you out of the blue as they are aware that such calls could be from scammers. For a bank employee to allow you to give them your account details without gently rapping you over the knuckles for compromising your own security is extremely unprofessional, as is his giving you a private phone number. A well-known ploy of scammers is to give you a separate number to ring, so he's actually coming across as a scammer on three points at least. You had a right to be suspicious and worried. Seems close to harassment to me.

Hi,

I just thought I'd check my post before I went to bed and I'm glad I did because it's good to have someone that understands just how awful this experience was for me. I told my partner about what had happened after they finished work this evening and they're more angry about it than I am because I'm just relieved that it's not a scammer after all and with no thanks to my bank, I'm not a victim of fraud like they very stupidly told me to begin with, probably too afraid to admit they were at fault. I think what happened today was very unprofessional and what annoyed me most of all is that they tried to cover it up their mistakes and place the blame on me and when I called they point blank refused to take any responsibility and then kept hanging up on me whenever I called or just leaving the line silent (I heard general office noise) until I hung up. I have a feeling that maybe the member of staff, realising his wrongdoing came clean to his manager and she then decided to call me back but I'd have understood if she was at least civil and apologetic about it but she wasn't, she was cold, uncaring and pretty much put the blame for what happened solely on me and I got the feeling that she didn't really care what happened one way or the other as long as she'd covered her own back so to speak.

As I said in an earlier post I record all my telephone calls so they're there as proof of this and I also received a text message on my mobile telephone phone early this evening which simply said "sorry". It came from the man that had telephoned me from the bank so maybe his manager has really went to town with him over this? you know, I don't blame him actually because he's only doing his job and he did mention that he's under pressure to meet targets and I simply replied that this was not of any relevance to him calling me and that it was none of my business what happened in the bank, my business was why private banking had been setup for me without it being requested any why as you say they were careless enough to call me and ask me to give them my account details, this is the first time my bank has ever contacted me... other than to invite me for "financial reviews" every six months or so. I do know I'm at fault for handing out my bank details but it felt like the right thing to do at the time as this man seemed extremely professional and I didn't realise at the time he was a salesman as he led me to believe that he was calling up with important information about my account and that he couldn't progress further without checking my account details to make sure I was who I said I was. I'm not sure what to do about this, should I just let it go and continue with my move to Lloyds TSB or take it further? I opened an account with Lloyds TSB in less than 10 minutes today and have a fantastic experience, told the staff member taking me through my application about what had happened and they said that it was a disgrace, there's no way that would happen there and if it did the person responsible would be dealt with in the strongest manner possible. I now intend to completely close my RBS accounts, been thinking about it for a while now because this isn't the first negative experience I've had with them and after what's happened today I'll be glad to put it behind me because I've had intolerable amounts of stress and worry. Have a good night wherever you are.

chexum

What happened to you is really awful. I'd lodge a formal complaint, reiterating that a member of staff, apparently with a blanket authorisation to do so, basically keeps intimidating clients to give up sensitive financial information, essentially expecting you to become negligent. And before admitting guilt, the management disclaims all responsibility, and simply refuses any kind of help in the situation - it really is unacceptable.

Probably it's the branch that needs to meet unrealistic goals, but how they handle the communication sounds very rotten. I would not think it affects a whole bank, but my gut says you had done the right thing to open a new account with a different company - even though I'd use it just as an emergency standby should the escalation get out of hand.

In my worst dreams, they could claim afterwards they haven't heard of the initial rep, and that you actually helped a fraudster, but they can't actually be sure the fraudster is not you. (This "could be tipping of" is madness, let me say). Having audio records could help to clear your name if this happens.

Depending on your former relation with the bank, it may not be so serious, it really could be an ugly, but innocent mistake - so a formal complaint could be all what you need to keep them at bay. Even if the same manager "handles" the complaint, they need to report it, and you can still go higher if you think they swept it under the carpet.

EltonJohnFan wrote: »

this is the first time my bank has ever contacted me... other than to invite me for "financial reviews" every six months or so.

This keeps bugging me though - how will they do this with the masses of English moving to Scottish branches?

MumOf2

I've banked with RBS for years and years. Recently went into the branch for ordinary cash pay in and was asked if I'd be interested in Private Banking. I think they just must be pushing it at the moment. I just said no and nothing more said.

Have come across a few rude ones when I phone (NOT the branch staff), but other banks are worse in my experience. Am moving my accounts to Scotland - much better RBS than the alternative...

MumOf2

AnonymousForObviousReason

I would make a complaint, but I don't actually think the main part of it would be against the initial salesperson. If you take the fact you were called up, had some issues, then sent text saying sorry. I'd be okay with that personally.

The really shoddy customer service is when you phoned up. The manager ESPECIALLY sounds like a complete nightmare and not someone that should be customer facing - to say you can make a complaint but it'll come to me, implying it'll just get binned so it's not worth the effort is atrocious.

It's really not that hard. When you report a potential case of fraud or someone may have tried to commit fraud to turn around and start blaming you is really quite low. The fact you phoned up should have got the response of:
Thank you for calling, as far as we are aware there were no phone calls from us, what information did you give? We'll put a lock on your account to ensure no payments are made in the next few days and we may have to change your account details to stop any potential fraud.
Followed up a call of:
Sorry, our mistake it was one of our sales teams calling you, they are new and got your details muddled up - just to reassure you the call was legitimate and again apologies for any worry and inconvenience caused.

I repeat customer service isn't hard, yes people are just numbers on a screen but their problems are major to them, a little honesty and time invested to show empathy would solve so much.

<Dismounts soapbox>

knightfox

As far as I am aware Lloyds dont have the same sort of facilites as the Private banking with Rbs / Natwest. Of course they are going to say that its really bad, whilst selling an account to you.

I think the Private manager is more upset that for some reason your account came under review when it should never have. Maybe you are holding more cash in there than normal. So on the computer system you look like someone who needs to be targeted.

RBS are being forced to sell so many branchs to meet the EU needs. This is unfair as Santander are even worse then them. So they need to identify revenue streams to recover from this. Many people who are caught out by this are upset as well.

I have an old account with RBS as well as my ususal ones. This account is at my parents address I keep on meaning to move it, but cant be bothered. I logged on today and had a message showing tell me the advatages of the royalties accounts. We are coming to the time of year when banks are really sellers, how many offers from all the banks wil we have to endure over & after Xmas.

As for private banking, I have RBS service. Its a good service but you get what you want from it. I dont need too much as my affairs at the moment are just trickling over. My main account is with HSBC as I travel alot and they have easier offshore accounts. But I would recommend the account to anyone.

pmduk

I'd certainly complain. Banks should be helping customers to avoid fraud, rather than fobbing them off when they express a concern. Make sure you complain, in writing, to the Head Office.

chambta

I work in RBS and I cannot make any sense of this. Bizarre and unprofessional.

powerone

We only know one side of the story. Its too easy to judge a book by the cover. I am not saying that the op has lied, but the call might not have come from his branch or something. We just dont know all the facts.

missile

knightfox wrote: »

As far as I am aware Lloyds dont have the same sort of facilites as the Private banking with Rbs / Natwest. .

Yes they do. LTSB have an almost identical arrangement for private banknig. I had to suffer their financial review. A year later, when I declined their second sales pitch, I was told I no longer qualified for Private Banking - I was heartbroken:rotfl: