Banks' wording after ignoring instructions

Agricolae

northerner77 wrote: »

Thanks a lot, that was enlightening if painful to read through.

Are banks more likely to offer some financial compensation after slip-ups have occurred if the customer asks for it or is it irrelevant? Recently I surprisingly got 25 quid compensation after my emails to a bank got ignored and I wasn't even making a specific complaint. On other occasions I've expressed my dissatisfaction only for merely some excuses or indifference to come my way from bank staff.

I would say that it depends. It depends on the nature of the problem, it depends on the person you speak to and when you speak to them and how you speak to them.

I know that's not particularly helpful but it's one of those things you can't really pin down.

Dirk_Gently_2

Agricolae wrote: »

The main causes of problems like the ones which seem to make you so mad are:
1. Genuine oversight on the part of competent staff.
2. Staff who are not competent or poorly trained, and make frequent mistakes.
3. Staff who simply do not care enough to do things properly the first time.
4. A culture which favours passing responsibility for spotting, correcting and admitting errors on to someone else. The result is that nothing is done until the customer complains, and even then sometimes they'll need to call several times before they can get through to a department willing to help.
5. Things getting lost in the internal business post (this was a favourite excuse of other departments when I contacted them to investigate mistakes - as there was no way for me to verify this).
6. Overseas staff having working conditions which favour swift processing of requests rather than accuracy.

If I can add another one that I find all the time and is possibly the most infuriating :
7. Customer-facing staff who are competent and do care, and who do understand the problem completely and do want to help, but aren't given the right level of authority or responsibility to do so themselves. Instead, they have to pass the issue onto another department - where not only is there a risk of the details getting garbled/misunderstood, but we're then into the world of any of your 6 reasons.