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Credit Card company investigating my conduct

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  • surreysaver
    surreysaver Posts: 4,833 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    "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.

    Sorry, yes, getting my Daily Mail stories muddled up! Nigel Farage vs Coutts, and Clergyman vs Yorkshire.
    But, working in a call centre, you're going to be coming across people who have already been wound up by process and who are going to be a bit angry, so a bit of thick skin is what is required. And perhaps a bit of understanding that your employing organisation may not have given you sufficient training to deal with the situation 
    I consider myself to be a male feminist. Is that allowed?
  • mjm3346
    mjm3346 Posts: 47,291 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    The employer has a duty of care to their staff and preventing you having anything more to do with them could be justified
  • born_again
    born_again Posts: 20,584 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    Some people need to spend a month in a call center given "its just a couple of swear words or something " "so a bit of thick skin is what is required"
    I'm as think skinned as they come. But have ended calls due to abuse.

    You would soon find that no matter what you do comments in that vein are the reason you will not do the role.
    Working in this sector, is not easy. All the regulation to follow, knowing the systems inside out & companies procedures. 

    Someone "just" swearing will be told to stop & if they continue we have the right to end the call. If they call back & complain. They will be told why & complaint closed, if they take it to FOS as is their right. Never known FOS uphold the complaint.

    Many seem to not like being told there is nothing you can do to help them & expect you to simply hand them the money back, despite it being their fault.

    Think of it like this. Start swearing @ staff in pub, supermarket etc. Expect to be refused service & barred. Just the same talking to someone on the phone.
    Life in the slow lane
  • enthusiasticsaver
    enthusiasticsaver Posts: 16,062 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Hordak said:
    Hi,

    I was on the phone to my bank and came across an agent who was useless, I ended up losing my rag and made an obscene comment before hanging up. The bank said they're investigating. I have a promotional deal with them for 2 years. Can they void the contract on the grounds of conduct? Can they take legal action?
    They can close your account and as an ex bank employee who often got abuse hurled at me by disgruntled customers I hope they do. Abusing someone who is just doing their job is not acceptable. If the agent was genuinely useless that would indicate a lack of training by their employers but often when I got abuse it was because of something outside my control that the customer did not like.  So failed loan or credit card/overdraft applications or something they wanted to do which was not allowed under terms and conditions of the account. Have you tried apologising for your conduct? 
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  • Some people need to spend a month in a call center given "its just a couple of swear words or something " "so a bit of thick skin is what is required"
    I'm as think skinned as they come. But have ended calls due to abuse.

    You would soon find that no matter what you do comments in that vein are the reason you will not do the role.
    Working in this sector, is not easy. All the regulation to follow, knowing the systems inside out & companies procedures. 

    Someone "just" swearing will be told to stop & if they continue we have the right to end the call. If they call back & complain. They will be told why & complaint closed, if they take it to FOS as is their right. Never known FOS uphold the complaint.

    Many seem to not like being told there is nothing you can do to help them & expect you to simply hand them the money back, despite it being their fault.

    Think of it like this. Start swearing @ staff in pub, supermarket etc. Expect to be refused service & barred. Just the same talking to someone on the phone.
    did 22 years in regulated financial services, left for my own sanity. it is a lot harder than it use to be, too much micro management goes on as well and neglected training and development, not forgetting to mention incompetent staff I have stumbled across over the years.  figures and budgets always priority over other factors

    saying you cant do something and not expanding will get peoples backs up, I would always try to expand on reasons if possible as then you are at least being seen to try and help

    like yourself I am thick skinned and have ended a few calls and calmly told manager why, nobody deserves to be sworn at nor should they be expected to tolerate it.
  • LunaLater
    LunaLater Posts: 140 Forumite
    100 Posts First Anniversary Name Dropper
    Hordak 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 FOS are investigating a separate matter, but apart of the complaint was that one incident. 
    I’d be surprised if they don’t.

    They rightly take a very dim view of louts abusing their staff.
  • surreysaver
    surreysaver Posts: 4,833 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Hordak said:
    Hi,

    I was on the phone to my bank and came across an agent who was useless, I ended up losing my rag and made an obscene comment before hanging up. The bank said they're investigating. I have a promotional deal with them for 2 years. Can they void the contract on the grounds of conduct? Can they take legal action?
    They can close your account and as an ex bank employee who often got abuse hurled at me by disgruntled customers I hope they do. Abusing someone who is just doing their job is not acceptable. If the agent was genuinely useless that would indicate a lack of training by their employers but often when I got abuse it was because of something outside my control that the customer did not like.  So failed loan or credit card/overdraft applications or something they wanted to do which was not allowed under terms and conditions of the account. Have you tried apologising for your conduct? 
    To be honest, a lot of the time the person isn't 'just doing their job '. They're being incompetent or even obstructive. I had cause today to seek help (not financial, within my own industry). They said they couldn't do it unless I did such and such. I asked them to show me the document where this rule exists. So I read the document, and the rule doesn't say what they asked me to do at all. 
    People get exasperated at incompetence, laziness and obstructiveness, then its the customer that gets the blame 
    I consider myself to be a male feminist. Is that allowed?
  • HillStreetBlues
    HillStreetBlues Posts: 6,140 Forumite
    1,000 Posts Third Anniversary Homepage Hero Photogenic
    obscene comment. 

    I would take that as not "just" a  swear word.
    Let's Be Careful Out There
  • born_again
    born_again Posts: 20,584 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    Some people need to spend a month in a call center given "its just a couple of swear words or something " "so a bit of thick skin is what is required"
    I'm as think skinned as they come. But have ended calls due to abuse.

    You would soon find that no matter what you do comments in that vein are the reason you will not do the role.
    Working in this sector, is not easy. All the regulation to follow, knowing the systems inside out & companies procedures. 

    Someone "just" swearing will be told to stop & if they continue we have the right to end the call. If they call back & complain. They will be told why & complaint closed, if they take it to FOS as is their right. Never known FOS uphold the complaint.

    Many seem to not like being told there is nothing you can do to help them & expect you to simply hand them the money back, despite it being their fault.

    Think of it like this. Start swearing @ staff in pub, supermarket etc. Expect to be refused service & barred. Just the same talking to someone on the phone.
    did 22 years in regulated financial services, left for my own sanity. it is a lot harder than it use to be, too much micro management goes on as well and neglected training and development, not forgetting to mention incompetent staff I have stumbled across over the years.  figures and budgets always priority over other factors

    saying you cant do something and not expanding will get peoples backs up, I would always try to expand on reasons if possible as then you are at least being seen to try and help

    like yourself I am thick skinned and have ended a few calls and calmly told manager why, nobody deserves to be sworn at nor should they be expected to tolerate it.
    It is after giving the reason.
    They seem to expect you to just roll over & give them their money back "As bank makes lots of profit" as they like to point out.
    Life in the slow lane
  • mimi1234
    mimi1234 Posts: 7,964 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Any kind of abuse is not nice. I normally get it from my "customers" but I've become used to it being in a social work role. New staff have been in tears when they've been called a useless piece of !!!!!!, or been told to go **** themselves or something similar.

    Like others have said, just hang up. I recently came close to a ding dong with a manager at John Lewis over the phone. I was going to give her a piece of my mind but just hung up and walked away from my phone. It's not worth getting all worked up about.

    Hope you manage to get your issue sorted.
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