Tales from the city

in_need_of_direction

Realistic is good.

ani*fan

Yes it is.

I'm on hold right now to CC (2) who are playing white noise to me down the phone.

I've been on hold for 11 minutes.

I'm not annoyed, but it may happen yet.

Wish me luck.

ani*fan

Well once I got through to them, the transfer got organised really quickly. :j:j:j

£3,100 has been moved over to CC (2).

The target card now stands at £720. This will get sorted in a couple of months and the account closed.

The transfer fee was half what I expected so £45. :j:j:j Money well spent for peace of mind, I couldn't be paying interest on such a massive amount.

All in all, this feels like a good move.

ani*fan

I have a situation. When my balance transfer went through, they charged me almost £90 fee. This was 2.9%, which it said in the email they sent me and was basically the deal. However, when I spoke to them, the woman definitely told me it would be 1.4%, £45 ish.

I phoned them up to ask what was going on. They gave me a story about how that was always the deal and what was I talking about? I explained the I had been given different information, the guy was a tiny bit annoying but eventually apologised for the mis- information. He said I could raise a complaint and he could make sure the call got listened to. I declined in the moment, I didn't want the girl to get in trouble, but the more I think about it the more I inclined I am to do that. And purely because this lot have been a nightmare to deal with. In every call I've had with them, they have given me incorrect information about online banking, accessing my account, all kinds of things.

Should I do it and potentially get this girl in trouble? This is not a Britain- based call centre, but they really need to get their act together.

Hmm. Any thoughts gratefully received.

in_need_of_direction

I think you need to raise it. What is the misinformation had been to your detriment?

misstara

I think you should too especially if it's not the first time that you've been given wrong information.

hiddenshadow

I agree - definitely say something. You don't have to be rude/mean, but do document that you were told X at one point and Y later. The woman you spoke to won't necessarily get in trouble - maybe she was told to offer that and whoever you spoke to later was told something different. Either way, they need to learn a lesson from this (communicate more effectively/clearly with your customers, and/or document all offers made to your customers for historical purposes, what-have-you).

I've learned the hard way to try and always get something documented in writing, otherwise it's easy to just say "well what we told you was X, we have no history of ever telling you Y". Of course, getting things in writing is easier said than done sometimes.

crazy_cat_lady

I agree with the others. Have the call listened to. If she's made a mistake then she needs to be told so that she doesn't make it again. The next person might not be as reasonable as you. And besides which, misinformation or not then it's still what you were told.

Igamogam

Make the complaint !

ani*fan

Thanks everyone. :A I think I will make that complaint, as soon as their phone lines open today.

The misinformation has been:

Balance transfer would cost £45. Then they charged me nearly £90.

I needed to make my first payment manually as my DD would not be set up in time. Turned out it did go through, so paid twice in the first month. Not a disaster, but mildly annoying.

Was told I can't access the account online to do anything useful, all I can do is check the balance, unless I have an H**C current account. The guy yesterday told me this was completely untrue.

I then applied for a current account so I could manage my CC account. Heard nothing back weeks later.

I was then told I had to apply for some wee gadget to plug into my computer to do anything on the account. It sounded like a faff and a hassle so I didn't even apply.

I go online and literally can do nothing except look at the balance.

Every time I speak to them (except on Wednesday there) I feel as though I'm speaking to a child who doesn't understand English. I can manage with this, but when you're stressed about debt you really need someone to understand what you're even asking, not just keep repeating the balance of my account, which I already know, down to the penny.

I am worried to have the bulk of my debt with them when it is so difficult to communicate with them.

Overall, the service is dreadful and I might bring all of this up in my complaint.

*and breathe*

I don't expect anything will happen as a result of it, but I might feel a bit better.