TSB Account Closure

robatwork

Mchambers wrote: »

TSB are really struggling. I still reckon they will cease trading after their IT debacle is sorted (whenever that will be). I tried phoning TSB yesterday. I gave up after waiting for over 30 mins.

Ensure you bill them for your time - as a high flying legal beagle, £300 for the 30 minutes billed in 6 minute increments isn't unreasonable.

Vortigern

eskbanker wrote: »

Many years ago I used to work in a call centre and quite often experienced similar ignorant indignation, whereby some callers put through after queuing would start off with "you took your time getting to the phone" as if I'd been sitting around twiddling my thumbs!

I'd never make it personal by saying "You took your time", but sometimes I feel compelled to start the dialogue by reading out the time elapsed from my phone, in the vain hope that such mild dissent might be fed upstream.

Sometimes I've waited so long (playing Solitaire) I forget what I'm calling about or even who I'm calling

When it says "all of our operators are busy" I wonder if they really mean "both of our operators..."

eskbanker

Vortigern wrote: »

I'd never make it personal by saying "You took your time", but sometimes I feel compelled to start the dialogue by reading out the time elapsed from my phone, in the vain hope that such mild dissent might be fed upstream.

Any contemporary call centre will run on sophisticated and integrated software where queuing times will be just one of the many real-time statistics monitored by management, who won't be reliant on anecdotal information relayed via operatives!

Vortigern wrote: »

When it says "all of our operators are busy" I wonder if they really mean "both of our operators..."

That was really my point - when people are understandably unhappy about wait times and not unreasonably correlate this with insufficient staffing, it can lead to an exaggerated perception that numbers are ridiculously small, hence OP's suggestion of a single part-timer....

Cotta

Mchambers wrote: »

I hope that you have complained and asked for compensation.

I have complained but I have not asked for compensation, I don't think I'd get any as so many people are affected. Having said that a friend of mine who spoke to a TSB operative was advised that a nominal payment of £5 for every day a customer is unable to access their account until a fix is found maybe paid. This is not confirmed and was only what a staff member advised might happen.

Thrugelmir

squirrel59 wrote: »

So to close your TSB account you either go into a branch with ID, or you write to your branch, but make sure your signature on the letter is clearly the same as the one they have on file.

Probably why there's not many people hanging around on the end of the line to field telephone calls. Demand is likely to be very low.

fun4everyone

TSB are a joke I have similar problems (still) since the "upgrade".

Mchambers

fun4everyone wrote: »

TSB are a joke I have similar problems (still) since the "upgrade".

Complain and ask for compensation.

fun4everyone

Mchambers wrote: »

Complain and ask for compensation.

It's not unreasonable to complain as it's been so long and I cannot do things they advertise but why should I get compensation? I have not been put out of pocket.

PixelPound

Vortigern wrote: »

I'd never make it personal by saying "You took your time", but sometimes I feel compelled to start the dialogue by reading out the time elapsed from my phone, in the vain hope that such mild dissent might be fed upstream.

Hmm more likely to get the back up of the operative you speak to. They have probably had umpteen grumpy customers, trying to be smart and commenting how long you have been waiting won't help - in fact it wouldn't surprise me if they then put you on hold for several minutes whilst they "check with their manager" over something.

Be pleasant and state what you want etc and you are more likely to get a positive experience

When it says "all of our operators are busy" I wonder if they really mean "both of our operators..."

They probably have taken on more staff and getting existing to work overtime, but it takes a while to get new staff as they have to ensure they are adequately trained and hopefully last the course and not leave after having a few people rant and rave at them.

Skippy13

Having worked in a call centre I always try and be polite, for my own sake as much as the call handler. I know I was more inclined to help those who were polite than those who were rude or sarcastic (or perverted but that's another story!).