Tsb

billn

Has anybody who has a complaint open with TSB had a phone call about it?


This evening at about 6pm my wife received a call referring to her by name but wanting date of birth and post code to pass security, when she said she was not willing to give these they gave her a number to ring them back which she did (after making sure the line was clear) got through straight away to a different operator who again asked for the same details which again she refused to give. She then asked for any contact be made by post so we will wait and see what happens.

binaryuniverse

In these situations, if you're unsure. Call the number provided on the TSB website, statements, or the back of your card.

pochisoldi

The process goes something like this:

1) You register a complaint

2) TSB write a letter with a complaint reference number, witn a week to 10 days.

3) TSB then do nothing for at least 10 weeks

If you do have a reference number, dig it out and call the currently unadvertised complaints number on 0800 0966059, and ask them if your complaint has been assigned to a complaint handler.

If you don't have a reference number then the call you received may have been a scam (unless they "forgot" to send you a letter)
If you have a reference number and you complaint is still unassigned, then its almost certainly a scam, because no amount of complaining/pestering on Twitter will persuade TSB to move any faster or prioritise your complaint over anyone else's, so their complaints department won't touch unallocated complaints.

PochiSoldi

Westie983

Yes, I have, but if you are not happy to discuss on the phone, wait for information via the post.

I had no issue they just went through my complaint and asked how they could make me happier to close the complaint.

Westie983

billn

Thanks Westie, we weren't happy with the call from the start, there was a long pause after I asnswered the call and they would not even tell who they were before I gave the phone to my wife.


We will wait for the letter to arrive.

eskbanker

billn wrote: »

Thanks Westie, we weren't happy with the call from the start, there was a long pause after I asnswered the call and they would not even tell who they were before I gave the phone to my wife.

FYI: long pauses like this are typically indicative of the use of automated dialling software in large call centres, where it's effectively a computer making the call and then allocating it to an agent to do the talking. The theory is that this saves money by enabling the human beings to spend all their time talking to the customers rather than having to use time less productively by finding and dialling numbers, but isn't an exact science as it relies on predicting when there will be agents available to handle the calls. So, in itself, a pause shouldn't be a cause for concern, irritating though it may be!