Fraudulent Transaction. NatWest say "phone on Monday"

stclair

Agricolae wrote: »

Perhaps that is the case in the department you work for. However I always had access when I worked in customer services and again when I moved on to another department (I've now left the company).

As unfortunate as it is, it sounds like:
a) The person or persons the OP spoke to didn't know any better.
b) They did know better but declined to offer the service for whatever reason.
c) The name of the retailer was genuinely not showing and a call to the department which generally knows more didn't turn up anything.

At least they know now!

Telephone banking do not get access to Back Office after I think its 7pm ish until 8am Monday over the weekend.

I also think this is the case for during the week also.

Agricolae

dalesrider wrote: »

Do you work for NW ?



But you say they have access to the system?



Then you pass the customer to them.



Well there will be limits, but these average out over time.
I can spend a hour talking to a customer or 2. But over a month my I'm still within any call timings.
Even if I'm over its not the end of the world as we know it Jim :rotfl:



Well unless I get a job at NW I will never know will I....

Yes I did work for the bank until recently. Yes customer services have access to the requisite systems. Unfortunately the department which can carry out more in depth checks is not customer-facing so customer services have to call that department, make their enquiries and then come back with the information.

Some people take time limits more literally than others, I find, and are more uptight if they think a customer is going to take them over their limit. Some again are just not particularly interested in helping if it means they have to do something they're unfamiliar with, but you get people like that in all companies, much to the annoyance of everyone who appreciates good customer service.

And no, I doubt anyone will ever know if it was a genuine lack of information presenting on the systems or just an unhelpful member of staff.

meer53

If the OP calls the AA and quotes their address details they will be able to trace them. It's simply solved really. No need for a procedures debate is there ? Panic over.

dalesrider

pmduk wrote: »

I think we're beginning to go in circles here.

So it seems. Only one goes clockwise and the other anti....:o

Still hey Ho

I know a lot of people that work within our building, many of who push food around or fill the tea machines or even clean the toilets. All of whom can claim to work for X bank, as they are employed by X bank.

On another forum someone was spouting rubbish on someones banking issues, posted by a friend who worked in a bank.... Turned out this was in the post room.
My daughter sorted that out as she was working in our post room at the time :rotfl:

Must admit NW's fraud teams hours sound pretty good. But then again I love working weekends.

The_AA_Company_Representative

Hello TiddlyPom, if there is anything you would like us to address please email the details to [EMAIL="chat@theaa.com"]chat@theaa.com[/EMAIL] including reference FOR34080. We look forward to hearing from you, Regards The AA