How would you like to contact your bank?

torbrex

Subject for next poll:

How do you feel about your local bank branch being closed down because no-one used it? preferring to conduct the bulk of their business electronically.

meher

Sorry I don't know what ppu is but for other purposes, I'd prefer telephone banking only.

Having said that I was once logged in and trying to fill in a form to apply for a replacement switch or some such card on the rbs and suddenly a pop up chat came up asking if I'd like to know more about their new isa and credit card or any other services. I liked that idea of being served - it felt like I was in the bank. But only when I am logged into an account, for security purposes and for convenience.

My problem with santander is that they call us to check on transactions. I was abroad couple of weeks ago and I received a call soon after a transaction was made and it cost me a fortune on roaming. I duly reported, politely ofcourse, on my return, and was offered a goodwill plus my mobile expenses. But what worried me more was that how could I trust them. This is increasingly becoming a routine for santander despite telling them in advance that I would be travelling abroad. I'd like to see some way of asking them security questions. Not that I have made an attempt at it.

aleph_0

E-mail (or well-implemented secure messaging) would be my first choice, for requests of the form "I would like you to do this, here are the details".

For something requiring a conversation, I would prefer secure instant messaging to telephone banking. I can see why banks might not like e-mail (quite slow if you have to ask for clarification etc.), but instant messaging would be great.

For queries not involving personal data, social media, or even better, something like getsatisfaction (https://getsatisfaction.com/companies) would be quite nice, social, but also archiving old answers for others to see.

CompBunny

"Live chat" should be an option on the poll, I have used it a couple of times with Ikea and Amazon. It was fast, convenient and easy to make a record of and the staff at the other end were able to resolve my problem on both occasions. I'd love it if my bank had it! Although I can imagine it being abused..

callum9999

CompBunny wrote: »

"Live chat" should be an option on the poll, I have used it a couple of times with Ikea and Amazon. It was fast, convenient and easy to make a record of and the staff at the other end were able to resolve my problem on both occasions. I'd love it if my bank had it! Although I can imagine it being abused..

I was just about to say that. I've used it with Orange and Avios (BA) as well.

As you say, it has the convenience of a phone call, but with a permanent record in writing of the conversation.

Mobeer

What is also needed is for the bank to be able to merge all these together - so the staff member responding to an email knows what was discussed by phone, and what was discussed in branch. My biggest frustrations have been when I have had no problems communicating with the bank head office or branch, but the bank itself cannot communicate between branch and head office, or between call centre and post service.

MothballsWallet

I'm not on Facebook, so that option's out for me (besides, Facebook just sucks).

I'm on Twitter, so for general (not actual account-related) enquiries about products, services, that would be ok.

Secure messaging, either instant messenger or secure email, would be best for actual account-related enquiries.