Contacting Mansfield BS

ForumUser7

Hi,

Has anyone found a way to phone Mansfield BS E-Savings Team that does not result in having to leave a voicemail to get a call back please? Callbacks can be handy, but 9 times out of 10 I would prefer to wait in a queue, and this functionality does not seem to be available.

Additionally, approximately how long do they take to return emails please? I sent one on Sunday that I thought might've been picked up by now, but it hasn't and I couldn't gauge if this was normal with them or not, as no timescale for replies was given on the website.

As a new customer, I always like to ensure I can actually get through to the business I am putting funds in, and have been a bit concerned by my difficulties speaking with someone who can help thus far.

Thanks

ForumUser7

happybagger

Their system sends the call to all branches, and then the first person in a branch to get to it answers. So you are best calling when they're all open (between 10am and 1pm). I've also found 676300 works more often than 676350.

I had cause to call them a lot recently and found I could get through eventually, and they are good at responding once they know there is a problem.

If you are already a savings customer and register for online, they respond to messages within a day.

ForumUser7

happybagger said:

Their system sends the call to all branches, and then the first person in a branch to get to it answers. So you are best calling when they're all open (between 10am and 1pm). I've also found 676300 works more often than 676350.

I had cause to call them a lot recently and found I could get through eventually, and they are good at responding once they know there is a problem.

If you are already a savings customer and register for online, they respond to messages within a day.

Thank you - I managed to get through to someone on the 676300 number but the lady said she was mortgages so couldn't assist me. She requested a callback from the relevant team for today, but no one got in contact - perhaps I'll hear from them tomorrow 🤞🏼. I'll try a few times between 10am and 1pm though - that's really useful to know, as I just assumed they'd have some kind of contact centre.

wmb194

With just five branches, a £453m balance sheet and a 2021 post-tax profit of just £2.3m it's minuscule and barely makes any money. I wouldn't set my expectations too high.

https://www.mansfieldbs.co.uk/wp-content/uploads/2022/03/Mansfield-Building-Society-Society-2021-Summary-Financial-Statement.pdf

ForumUser7

@happybagger I tried the 350 and then option 2 on 300 and got this message:

"I'm afraid all the operators are busy at the moment, but please hold and you'll be transferred when someone becomes available

*Music*

I'm afraid all the operators are busy at the moment, but please hold and you'll be transferred when some... (and then you think someone will answer it) beep beep beeeeeep, we're sorry but all of our staff are busy handling calls from other customers at the moment... we know your time is valuable... please leave your name and number after the tone"

I then somehow got through to their internal IT desk - assuming it was for customer IT queries and I guessed Esavers may fall under this category, so the guy transferred me to the savings team. Unfortunately it was just another branch I was put through to, and a callback has been requested again. Really not promising so far, I kind of wish I'd tried calling before applying because then I would've known probably not to bother.

@wmb194 Thanks for that information. I guess I can understand if they are swamped, that calls may take longer to be picked up. But what I don't like is that they give no option for a queue and to just sit and wait - I massively prefer that because it makes it feel more likely that someone will actually speak to me in the near future.

I think if I don't get a callback today, I'll raise a complaint and also give feedback re letting customers wait in a queue rather than having to leave a voicemail. It's a shame to have to do so, but it may be the only way to get their attention. It's just unfortunate that the email address to complain is the same one to which I sent a question on Sunday and never got a response - the enquiries one

Descrabled

Mansfield Branch

I was in Mansfield for the first time in several years and marched into their office, opposite Wilco. I then found they had opened a "new" office down the hill at a former cafe. Nice people but sadly their savings products have not evolved with the times so closed my account and deposited the cheque in the Nationwide nearby.

fonesaver

JamesRobinson48 said:

I'm similarly unimpressed with the Mansfield just now. A longstanding postal customer, I applied for their online RS at the weekend. Was required to tick that I've read numerous documents during the application process. But kept getting timed out of their system as I actually wished to eyeball some of those documents. Later, received an automated message that my nominated bank account could not be validated (that's rather odd) and that someone would contact me in three working days (they did not). Can find nothing in the T&Cs about how the 30 days notice of withdrawal works, e.g. is it necessary (or sufficient) to send an online secure message?  If Mansfield is struggling to manage their workload or their online functionality, they might do better to suspend applications. I'm not unsympathetic but I wish I hadn't bothered to apply.

I had a similar experience. I applied for an online RS and a message came up that they could not validate my identity even through I have 3 passbook accounts since 2013! After a week I got a message saying to add my bank account and then after 5 days nothing so I sent a message but no response, they did call me back after 2 days and then I paid £10 in to test. They say that they do 3 'sweeps' a day to update accounts but it seems to be only once per day around lunchtime when balances get updated and not at weekend so if you send a faster payment expect to wait some time.
They have really gone downhill. The staff are very friendly but obviously completely overloaded.

ForumUser7

I've just had a call from a really helpful guy who was able to help. He explained they've been overloaded with applications, hence the difficulties contacting them, and processing delays. He is sending my feedback re implementing a queuing system rather than a voicemail to their phone systems to the customer experience team so hopefully this is something they'll consider. I think you've put it perfectly @fonesaver 'The staff are very friendly but obviously completely overloaded.'

happybagger

In my experience everything is delegated to the branches, and there are only ever two people in them. Likely because of falling numbers they have tried to delegate to "give them something to do". Phone calls are diverted. Branch counter staff answer if free and will then contact someone at HO if it's beyond them.

Postal stuff also seems to be sent out to branches to deal with too. I opened an account by post to HO and the passbook was sent out from Chesterfield branch.

Will be interesting to see when the next annual report comes out how many staff they now have compared to previous years.

ForumUser7

Unfortunately I’ve had more issues with them this week. I was told they’d reply to my email with some queries from the 11th on the 19th, but they didn’t. I therefore called on the 20th to try and speak with them, and was unable to get through. I tried later and I got through to someone in another team who couldn’t help, so they sent a message for someone to call me back that day - no one did. I then called on the 21st and again got through to someone in another team who couldn’t help, so they sent a message for someone to call me back that day - no one did again.

Additionally, my savings account application from 11th December has still not been processed (as far as I am aware).

This service has been very disappointing to be honest, they are all friendly but not being able to get through to the right team, and then not receiving any callbacks is just too unreliable.

I’m going to keep requesting callbacks and give them until 11th January, after which I will probably have to make a formal complaint if I haven’t heard back. It’s a shame that this may be necessary, but hopefully they’ll then actually answer my queries, open my account, and compensate for the large amount of time spent trying (and failing) to speak with the right team.

ForumUser7

Update - Still not heard from Mansfield. I was going to wait until 11th January, but I've lost my patience now. I can sympathise with them for being overloaded, but this is getting ridiculous now. Letter of complaint going in today via several methods (the complaints procedure wants me to send it to the same email address that I sent my original queries and got no response from! No chance).

@jamesrobinson48 any better luck for you?