Credit Card company investigating my conduct

mjm3346

Depending on the "abuse" which they presumable have a recording of you could be reported for a "Malicious, abusive or threatening call"

spinningsheep

If that's what happened and you were rude and made an obscene comment then that's good news if they do close the account. People who don't work in customer service roles need to realise its NEVER ACCEPTABLE to behave in that way, regardless how annoyed or frustrated you may be. Adults control their actions despite their feelings. And when you choose to act that way, you have to accept the consequences of said behaviour.

Any lender can demand immediate repayment of any money you owe them, regardless of the original terms of the borrowing, admittedly it's rare, unless it's a result the terms of the borrowing being breached, or they have a just reason to not want to do business with you anymore. Furthermore any company can refuse you further service on the grounds of your unacceptable behaviour towards their employees.

If they do choose to terminate their relationship with you, maybe treat this as a lesson and think about your behaviour towards others you may come into contact with in the future in a service role. If they don't close the account, you've been very lucky. 

TimSynths

If one of my team members raised an abusive call to me i'd review it and confirm what I've been told then I would invite you to make alternative banking arrangements. This is not taken lightly and my staff already do an amazing and challenging job and they need to know I've got their corner.

I haven't needed to do it very often but it does happen, most recently 30% of our call traffic on one Saturday came from one customer repeatedly calling and being abusive, he was given his notice period as in the T&C, I also have to consider the customers calling and unable to get through as he was monopolising the colleagues.

Hordak

spinningsheep said:

If that's what happened and you were rude and made an obscene comment then that's good news if they do close the account. People who don't work in customer service roles need to realise its NEVER ACCEPTABLE to behave in that way, regardless how annoyed or frustrated you may be. Adults control their actions despite their feelings. And when you choose to act that way, you have to accept the consequences of said behaviour.

Any lender can demand immediate repayment of any money you owe them, regardless of the original terms of the borrowing, admittedly it's rare, unless it's a result the terms of the borrowing being breached, or they have a just reason to not want to do business with you anymore. Furthermore any company can refuse you further service on the grounds of your unacceptable behaviour towards their employees.

If they do choose to terminate their relationship with you, maybe treat this as a lesson and think about your behaviour towards others you may come into contact with in the future in a service role. If they don't close the account, you've been very lucky. 

Yes, that's what happened. The advisor was useless to say the least and so when I decided enough was enough, I dropped a two-word remark, then disconnected. I was trying my best to maintain my composure and I did have reason to be quite frustrated.

I'm seeking legal advice at the same time. I find it hard pressed, how they can void the agreement and ask me to cough up large sums of money in a short period of time.

Hordak

TimSynths said:

If one of my team members raised an abusive call to me i'd review it and confirm what I've been told then I would invite you to make alternative banking arrangements. This is not taken lightly and my staff already do an amazing and challenging job and they need to know I've got their corner.

I haven't needed to do it very often but it does happen, most recently 30% of our call traffic on one Saturday came from one customer repeatedly calling and being abusive, he was given his notice period as in the T&C, I also have to consider the customers calling and unable to get through as he was monopolising the colleagues.

It was just the one call for me. See what happens.

spinningsheep

Hordak said:

spinningsheep said:

If that's what happened and you were rude and made an obscene comment then that's good news if they do close the account. People who don't work in customer service roles need to realise its NEVER ACCEPTABLE to behave in that way, regardless how annoyed or frustrated you may be. Adults control their actions despite their feelings. And when you choose to act that way, you have to accept the consequences of said behaviour.

Any lender can demand immediate repayment of any money you owe them, regardless of the original terms of the borrowing, admittedly it's rare, unless it's a result the terms of the borrowing being breached, or they have a just reason to not want to do business with you anymore. Furthermore any company can refuse you further service on the grounds of your unacceptable behaviour towards their employees.

If they do choose to terminate their relationship with you, maybe treat this as a lesson and think about your behaviour towards others you may come into contact with in the future in a service role. If they don't close the account, you've been very lucky. 

Yes, that's what happened. The advisor was useless to say the least and so when I decided enough was enough, I dropped a two-word remark, then disconnected. I was trying my best to maintain my composure and I did have reason to be quite frustrated.

I'm seeking legal advice at the same time. I find it hard pressed, how they can void the agreement and ask me to cough up large sums of money in a short period of time.

Because that's their right. You abused their staff, they potentially and understandably no longer want anything to do with you on a business level and are within their rights to demand you repay the money they have lent you immediately. Poor service is no defence for abusive language and behaviour. You may think it's hard pushed, I'd say it's justified. I think if you came here expecting sympathy to your plight, you'll find it lacking. You behaved appallingly towards their staff and they're potentially pulling the rug on your CC deal, their perogative.

Hordak

spinningsheep said:

Hordak said:

spinningsheep said:

If that's what happened and you were rude and made an obscene comment then that's good news if they do close the account. People who don't work in customer service roles need to realise its NEVER ACCEPTABLE to behave in that way, regardless how annoyed or frustrated you may be. Adults control their actions despite their feelings. And when you choose to act that way, you have to accept the consequences of said behaviour.

Any lender can demand immediate repayment of any money you owe them, regardless of the original terms of the borrowing, admittedly it's rare, unless it's a result the terms of the borrowing being breached, or they have a just reason to not want to do business with you anymore. Furthermore any company can refuse you further service on the grounds of your unacceptable behaviour towards their employees.

If they do choose to terminate their relationship with you, maybe treat this as a lesson and think about your behaviour towards others you may come into contact with in the future in a service role. If they don't close the account, you've been very lucky. 

Yes, that's what happened. The advisor was useless to say the least and so when I decided enough was enough, I dropped a two-word remark, then disconnected. I was trying my best to maintain my composure and I did have reason to be quite frustrated.

I'm seeking legal advice at the same time. I find it hard pressed, how they can void the agreement and ask me to cough up large sums of money in a short period of time.

Because that's their right. You abused their staff, they potentially and understandably no longer want anything to do with you on a business level and are within their rights to demand you repay the money they have lent you immediately. Poor service is no defence for abusive language and behaviour. You may think it's hard pushed, I'd say it's justified. I think if you came here expecting sympathy to your plight, you'll find it lacking. You behaved appallingly towards their staff and they're potentially pulling the rug on your CC deal, their perogative.

We'll see and find out soon enough. 

Thanks for your input.

surreysaver

It seems like that Nigel Farage thing with the Yorkshire Building Society. 
It shouldn't be the case where organisations feel they can deliver poor and incompetent service, not bother training their staff properly and blame it on the customer when they lose their rag. As long as the customer doesn't become threatening or using hate language, and its just a couple of swear words or something 

oldagetraveller1

"It seems like that Nigel Farage thing with the Yorkshire Building Society."

Pedant alert. No, that was a clergyman who submitted feedback when asked. Allegedly that was the reason for closing his accounts because it wasn't acceptable to Y.B.S, or someone there.

N.F. has yet to name the bank in his case.

Whatever way the converstion is going, with a C.S. advisor, I never become abusive to them and always remain calm. All it needs is a polite thanks for their help and hang up.

DullGreyGuy

Hordak said:

born_again said:

It's not a contract, it's your account that they close.

I'm sure FOS know well about accounts being closed due to customer abuse of staff & they will back them up.

It's account with an agreement in force for 2 years. I'd be surprised if they ask me to pay 4.5k upfront because one of their colleagues was insulted. 

The account is an open ended agreement with a promotion for 2 years. 

What their decision will be will depend on the exact language used, if you just swore at them then the action is less sever than if there was a racial or sexual element to it.

You need to read the credit agreement to see what options they have open to them... at a minimum they will be able to cancel the agreement but you get the normal period to make repayment and worst case they can immediately demand full repayment.


Having done 10 years in call centres, most of that in complaints or insurance claims, you get a lot of abuse from customers. Most of it is just swearing, often its pointed at you when in reality they mean it against the company and as long as you remember that its not fun but ok (over time it can wear you down). There are then the really nasty ones where the customers threaten you or your family. Then there are the dirty callers but 99% of them are aimed at female sounding members of staff (dont think I ever got one). These things can really scare less experienced members of staff... had to get Security to take one young operator home after the customer said he'd be waiting outside the office with a machete for her after she declined his claim.