Halifax - Disgusting customer service!

Lokolo

united66 wrote: »

Excuse me. What do you mean the machine? I went to the Cashier to deposit some money and got told I wasnt allowed to deposit cash at the CASHIER. No - she isn't psychic but there is a way of offering help or advice, if she would of done it in the proper manner I wouldn't of posted what I did. If that is how they try and help customers I would rather keep cash under the bed.

Ah sorry just re-read Yorkshire's post, he knows the rules, I don't and don't particularly care because I don't have that account.

The is a mountain molehill moment.

If you are fed up with Halifax or whatever, just close your account and open one elsewhere, but maybe read the T&Cs of the account yes?

YorkshireBoy

united66 wrote: »

There wasn't ten people behind me at the time, just one or two

So did those two tell the other 8 who later joined the queue then? Because in your OP you said...

united66 wrote:

There was about 10 people behind me who were looking at me like S@#T because of this

If you're going to take it further, then perhaps better start to write things down before your memory fades further. If you're just having a whinge then carry on.

united66

Lokolo wrote: »

Ah sorry just re-read Yorkshire's post, he knows the rules, I don't and don't particularly care because I don't have that account.

The is a mountain molehill moment.

If you are fed up with Halifax or whatever, just close your account and open one elsewhere, but maybe read the T&Cs of the account yes?

Thanks for your useful & unprecidented input.

united66

YorkshireBoy wrote: »

So did those two tell the other 8 who later joined the queue then? Because in your OP you said...If you're going to take it further, then perhaps better start to write things down before your memory fades further. If you're just having a whinge then carry on.

Please read my post properly Yorkshire.
There were 2 when I got to the Cashier - about ten by the time I had finished at the cashier doing well.... nothing

Lokolo

united66 wrote: »

Thanks for your useful & unprecidented input.

No problem, good luck with your new bank wherever you go.

hcb42

OP

Write a letter if you think it is worth ten minutes of your time.

Close the account if you feel that strongly.

Otherwise just put it down to her (and you possibly) having a bad day

YorkshireBoy

united66 wrote: »

Please read my post properly Yorkshire.
There were 2 when I got to the Cashier - about ten by the time I had finished at the cashier doing well.... nothing

I've read it again. 10 people were aware of your past credit history problems because they were all looking like !!!! at you.

Like I say, they either all heard you or the first two told the rest in a 'pssst...listen to this lot kicking off' way.

opinions4u

Complaints about attitude are always difficult to substantiate.

The first reply points you in the direction of the complaints process. Go to a central point if it's financial redress that you're after. Talk to the branch manager if you want to see a change in the behaviour of the staff members. This is usually best done in the immediate aftermath. Compalining a few days later, when another 2,000 people have wandered through the branch, isn't likely to have the same impact.

But, going back to my days in branch, substantiating a complaint about the way something was said or done is always going to be quite difficult. I once employed a cashier who had a miserable looking face. She was a lovely lady, happy in her life and her work - but she looked miserable even when she smiled. So how do you deal with that sort of complaint? I don't think the company health plan stretched to plastic surgery.

How do you substantiate a smirk? How do substantiate that something was said in the "wrong" way, even if it's factually accurate and correct?

All a manager can do is ask questions of other staff and make a mental note to spend 5 or 10 minutes listening to that staff member in action with customers. There may be improvements that can be made to phrases used. It may indeed highlight that she's bloody useless at customer service. Or it may substantiate nothing - stick a copy of the complaint in the staff member's file and see if a series of similar complaints follow.

In the case described in this thread, an apology is appropriate. But it's one of those horrible apologies - "I'm sorry for the way you were made to feel". Rather than "I'm sorry because we did something clearly wrong and I'd like to put it right".

Don't take this the wrong way - I'm going to break down your post and put an alternative view. It doesn't make that view correct - you clearly feel wronged but it may just be that you're over-sensitive to your circumstances.

I got looked at like a piece of dirt when I slid the cash and the card to the Cashier

Are you sure? Perhaps it was a look of surprise. Perhaps it was an ugly cashier. Perhaps it was just a normal look but you felt a little out of sorts in a strange environment.

she then looked at me and said 'Do you know this is just a basic account' I said 'Yes I have no other choice due to past credit problems'. She then replied 'Well why don't you apply for a full account' I then said 'Because like I said I have past credit problems which I am slowly in progress of repairing - I will apply for a full account when I am good and ready and when there is a chance of acceptance'.

She was trying to identify a better product for you. It's not unheard of for an Easycash customer to be offered full current account facilities - points for the branch, a better account for the customer. Every one wins if it goes through. Nobody loses if it doesn't.

She turned and smirked at her Cashier Colleague

Or was it a smile, inviting another member of staff to point you in the right direction?

who looked at me and said you can't put your money in here over ther counter with that account - 'GO TO THE CUSTOMER SERVICE DESK'.

For help and advice on how to pay in to the account perhaps. Freeing up staff to serve other customers in the queue which you have already pointed out was growing.

No manners - nothing.

You were there, I wasn't. "Go to the customer service desk" sounds curt. "Go to the customer service desk for help" isn't brilliantly positioned, but at least explains why the request is made. "If you pop over to the desk there, they'll show you how best to use the account" sounds more friendly.

I'm not doubting your version of events. But there is room for interpretation as to what was meant / intended.

united66

I know how I was treated, but opinions4u - thankyou for a good well thought out reply.
Shame others haven't got the time to spare for someone just seeking an answer to a dissapointing visit to your bank. Other than to just pick out what bits they want to reply to other than the story as a whole.

JuicyJesus

united66 wrote: »

I know how I was treated, but opinions4u - thankyou for a good well thought out reply.
Shame others haven't got the time to spare for someone just seeking an answer to a dissapointing visit to your bank. Other than to just pick out what bits they want to reply to other than the story as a whole.

People had the time but felt, quite justifiably, that you were being somewhat melodramatic.

Everything opinions4u said is pretty much a more verbose rendition of what everyone else said.

If you have a basic account you will get a reduced level of service with virtually every bank, usually through reduced branch service or restrictions on what you can do. Banks do not want customers who have had adverse credit histories as they are unprofitable and/or more trouble than they are worth, and only take them on because the government forced them to. This may be something you do not wish to hear but it is true.