Natwest no longer show transactions immediately, do other banks?

stclair

5m0k3y wrote: »

I actually phoned Natwest a few months ago to enquire about this very issue. I was told a bunch of barefaced lies by both the call centre operator and her manager. They told me categorically that their systems had not changed and that everything was just as it had always been. I asked if they were both was calling me a liar, and would they summarise that in writing, a question he quite skilfully avoided and absolutely befuddled her.

Now I know this is fact and that I wasn't hallucinating, unlike the phone monkey was trying to imply, I'm going to write a little letter to NW, demanding an explanation.

I very much doubt it was a bare faced lie from the people involved. Originally the change was not communicated as the bank did not think it would be an issue as the only customers that would have noticed the change would have been thoughs with blue debit cards. However the change was only implemented due to customer complaints and the number of queries generated by customers to the charge back team.

5m0k3y

stclair wrote: »

I very much doubt it was a bare faced lie from the people involved. Originally the change was not communicated as the bank did not think it would be an issue as the only customers that would have noticed the change would have been thoughs with blue debit cards. However the change was only implemented due to customer complaints and the number of queries generated by customers to the charge back team.

Sounds like damage limitation to me.
I have had the misfortune of working in a contact centre, for a 'reputable' multinational. BSing the customer is common, no, standard practice. I doubt NW is any different.

I'm not debating the reasons for the implementation of the change, just the fact that it happened and I was told that it had not.
Either way someone needs reaming...I mean retraining.

stclair

5m0k3y wrote: »

Sounds like damage limitation to me.
I have had the misfortune of working in a contact centre, for a 'reputable' multinational. BSing the customer is common, no, standard practice. I doubt NW is any different.

I'm not debating the reasons for the implementation of the change, just the fact that it happened and I was told that it had not.
Either way someone needs reaming...I mean retraining.

That's the point no one was told a change had taken place :-)

5m0k3y

stclair wrote: »

That's the point no one was told a change had taken place :-)

That's the point... I don't believe you. I was trying to explain that in such a manner that I wouldn't cause offence by calling you a liar.

stclair

5m0k3y wrote: »

That's the point... I don't believe you. I was trying to explain that in such a manner that I wouldn't cause offence by calling you a liar.

I can assure you know one in telephony or branches was aware of the change until it actually happened even then the change took place it was customers who brought it to their attention.

Their are plenty of other threads within mse regarding the same subject and they was just advised the same as you at the time that their was no change.

http://forums.moneysavingexpert.com/showpost.php?p=59169763&postcount=4

p00hsticks

5m0k3y wrote: »

That's the point... I don't believe you. I was trying to explain that in such a manner that I wouldn't cause offence by calling you a liar.

And yet you refer to call centre employee's as 'phone monkeys'.

I dread to think what terms you use when you ARE trying to cause offence.

dalesrider

5m0k3y wrote: »

Sounds like damage limitation to me.
I have had the misfortune of working in a contact centre, for a 'reputable' multinational. BSing the customer is common, no, standard practice. I doubt NW is any different.

Clearly not a bank then... As BSing a customer will get you sacked.

Do NOT lump other people into working to the same LOW standards that YOU work too.:mad:

JuicyJesus

5m0k3y wrote: »

Sounds like damage limitation to me.
I have had the misfortune of working in a contact centre, for a 'reputable' multinational. BSing the customer is common, no, standard practice. I doubt NW is any different.

I'm with dalesrider on this. Telling deliberate lies (i.e. BSing), especially ones resulting in customer complaints, is an easy way to receive a P45 if you work in a heavily regulated industry like banking.

Generally when you're told at the start "this call will be recorded for training and quality purposes" this is code for "this call will be recorded so if some numpty decides to speak to you like sh*t or feed you some b*llocks we've actually got something to go on, and vice versa".