Aviva not transfering my money to my account on maturity of my endowment

silvercar

dunstonh said:

I disagree here. If they promise within days and don't deliver it is a matter of honesty.

I see it differently then.  The call centre staff honestly believe what they are saying.   Its just that they don't really know what is going on.  Hence a competency issue rather than an honesty issue.

If they said it's an old policy and they never bothered to update their systems to be able to process maturing policies any quicker that would be honest.

It would be unrealistic to expect a call centre script to say that.

Just for clarification, I am not excusing them. I am just explaining what the situation is like.

I recently won a complaint against a financial provider because I had relied upon what the call centre staff had told me. Training CS is the responsibility of the company and customers should be able to rely on what they are told.