MSE News: TSB opens account and issues debit card to customer who died last year

EachPenny

wizzywig27 wrote: »

100% agree now the nonsense has gone, glad we are back on topic.

I agree this probably happens a lot more than we realise, and because of the problems at TSB they are exacerbated somewhat, but only TSB have themselves to blame. I can understand that problems they have encountered as these things happen, what I cannot understand is the way they have handled it since.

You mean by offering profuse apologies and generous compensation to someone whose only inconvenience was to receive two letters addressed to their recently deceased father?

If you were in charge of TSB, how would you have handled this differently?

Or if you were on the receiving end of the two letters, what more would you expect TSB to do?

Mchambers

EachPenny wrote: »

You mean by offering profuse apologies and generous compensation to someone whose only inconvenience was to receive two letters addressed to their recently deceased father?

If you were in charge of TSB, how would you have handled this differently?

Or if you were on the receiving end of the two letters, what more would you expect TSB to do?

only inconvenience was to receive two letters addressed to their recently deceased father?


You are having a laugh !! How would you feel if you got unexpected and totally inappropriate letters with your their dead father.

Pester will be seeing MPs tomorrow. I am sure that he will be asked this question and many others. He came across as arrogant when he the MPs a few weeks ago. I suggest he will have to be more contrite to save face.

wizzywig27

EachPenny wrote: »

You mean by offering profuse apologies and generous compensation to someone whose only inconvenience was to receive two letters addressed to their recently deceased father?

Yes, as well as the app/online banking not working to this very day for some users, along with people (myself included) spending hours on the phone to them to try and get even the most basic of functions carried out, as well as the banks lack of communication to customers, sending out letters to the wrong customers with personal information included, breaching DP/GDPR regulations....need I go on?

If you were in charge of TSB, how would you have handled this differently?

Avoided much of what I have mentioned above, possibly trained staff properly, been more open, being more understanding. Employed additional staff to deal with the thousands of complaints received, when customers do finally manage to speak to someone, perhaps show a bit of empathy, of course this list is just an start, but it does give you an idea

Or if you were on the receiving end of the two letters, what more would you expect TSB to do?

Its not always about what they could do (but I have mentioned above what they could have done), its about ensuring it does not happen to start off with

Please see the responses above in red

EachPenny

Mchambers wrote: »

You are having a laugh !! How would you feel if you got unexpected and totally inappropriate letters with your their dead father.

I would understand that stuff like that happens. None of us are perfect.

It was only inappropriate in the sense the gentleman concerned had no use for a debit card and PIN. The letter was not making offensive or inappropriate remarks about the person themselves.

EachPenny

wizzywig27 wrote: »

Yes, as well as the app/online banking not working to this very day for some users, along with people (myself included) spending hours on the phone to them to try and get even the most basic of functions carried out, as well as the banks lack of communication to customers, sending out letters to the wrong customers with personal information included, breaching DP/GDPR regulations....need I go on?

None of which has any relevance to the subject of this thread. They are separate issues. Anyone who refuses to acknowledge that is in no position to take the moral high ground.

wizzywig27 wrote: »

Avoided much of what I have mentioned above, possibly trained staff properly, been more open, being more understanding. Employed additional staff to deal with the thousands of complaints received, when customers do finally manage to speak to someone, perhaps show a bit of empathy, of course this list is just an start, but it does give you an idea

In this specific case it appears members of staff made mistakes, they no doubt will learn from those mistakes, but it doesn't sound like a systemic failure by TSB.

wizzywig27 wrote: »

Its not always about what they could do (but I have mentioned above what they could have done), its about ensuring it does not happen to start off with

Wherever you have human/system interfaces there is the potential for mistakes to be made. You cannot exclude every single one. Reducing the human element might help reduce the risk of making mistakes, and at the cost of removing understanding and empathy from the process.

Would you prefer to bank with an organisation which was 100% computerised with no humans to contact or deal with?

If you've never made a mistake yourself then you might be in a position to offer TSB consultancy services on how you've achieved this feat... it would indeed be a rare and valuable commodity.

wizzywig27

EachPenny wrote: »

If you've never made a mistake yourself then you might be in a position to offer TSB consultancy services on how you've achieved this feat... it would indeed be a rare and valuable commodity.

I would offer my services to Mr Pest, unfortunately he chooses to ignore correspondence from me at present.

eskbanker

Mchambers wrote: »

Pester will be seeing MPs tomorrow. I am sure that he will be asked this question and many others. He came across as arrogant when he the MPs a few weeks ago. I suggest he will have to be more contrite to save face.

I'd fully expect him to get a hostile grilling and rightly so, not least when it's nearly five weeks since his last appearance before the select committee and numerous issues are obviously still extant.

However, I'd be surprised if they considered it to be a sensible use of their time to dwell on an unfortunate (and hopefully isolated) incident like the subject of this thread when there are seemingly so many more significant matters to focus on, although given their 156 questions last time, some of which were low-level detailed reports relayed by their constituents, they might manage to squeeze it in I suppose....