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Credit Card company investigating my conduct
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oldagetraveller1 said:"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.
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 situationI consider myself to be a male feminist. Is that allowed?1 -
The employer has a duty of care to their staff and preventing you having anything more to do with them could be justified0
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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.Life in the slow lane4 -
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?I’m a Forum Ambassador and I support the Forum Team on the Debt free Wannabe, Budgeting and Banking and Savings and Investment boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
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born_again said: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.
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.0 -
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 FOS are investigating a separate matter, but apart of the complaint was that one incident.
They rightly take a very dim view of louts abusing their staff.0 -
enthusiasticsaver said: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?
People get exasperated at incompetence, laziness and obstructiveness, then its the customer that gets the blameI consider myself to be a male feminist. Is that allowed?0 -
obscene comment.
I would take that as not "just" a swear word.
Let's Be Careful Out There0 -
martinbainbridge1975 said:born_again said: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.
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.
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 lane0 -
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.0
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