Advice on an abusive customer services executive

Phil28sth

Hi there, just wondered if anyone has had any past experience of encountering abusive customer services staff from a very well known telecoms company beginning with B, then when making a complaint to say you no longer wish to be contacted by the individual they continue to ring, write and email to you. Is this a form of harassment and can it be reported?

Brie

Yes - it's exactly the sort of thing that needs to be reported.  Some people just get so obsessed with being right that they won't let go of something (don't ask me how I know!!! )

So as with any complaint...document everything.  Make a list of dates, times, what was said/discussed/sent to you.  Ensure you include something about how the person made you feel (threatened, harrassed etc) but keep it polite and otherwise objective.  I think it's easiest to list everything in point form and in date order to make it nice and clear.

Ensure that you come across as a reasonable individual dealing with an unreasonable CS staff member. Point out that given a company such as "B" thrives on it's reputation that this surely is not the public face it wishes to present.

Probably half of complaints made are about the person rather than the product or actual error made.

Phil28sth

Many thanks, this is actually the Executive Customer Complaints arm of this particular company and this person has ignored my request to be contacted by them a number of times, they have even said it doesn’t matter who contacts you from them as they will all give the same advice, even though I suffered a destressing phone call from them they continue to be the point of contact. Today they issued a deadlock letter so you can’t complain to them, is the Onbudsman appropriate to report both a company and an individual?

JSmithy45AD

So when you say abusive, you actually mean you just couldn't get your way?

onomatopoeia99

Formal written complaint through the organisation's normal complaints process.  None of this "email the CEO" nonsense, go through the formal complaint process (which is not ringing up support and having a whinge), which will be documented somewhere on their website.  They are obliged to respond to complaints in a timely manner.

Phil28sth

Abusive as in shouting at me and swearing btw

Phil28sth

Onbudsman have advised me to report both through them and the information commission. It’s not about getting your own way, but ensuring this person and company are dealt with and can’t continue to treat other customers in the same way.

JSmithy45AD

Phil28sth said:

Abusive as in shouting at me and swearing btw

How did it get to that point? I'm guessing they didn't just launch into it for fun?

Wonka_2

This should be easy to resolve - unless we're only getting one side of the story.

In my (albeit limited) experience of the escalation/exec complaints team all calls are recorded so you request copies of the calls via a Subject Access Request

Does the deadlock letter relate to your original issue you were complaining about (which you don't appear to have declared here) or to the complaint about staff behaviour. The two should be completely separate issues and I can't see how you would end up with deadlock for a 'staff behaviour' complaint.

JSmithy45AD

Wonka_2 said:

This should be easy to resolve - unless we're only getting one side of the story.

In my (albeit limited) experience of the escalation/exec complaints team all calls are recorded so you request copies of the calls via a Subject Access Request

Does the deadlock letter relate to your original issue you were complaining about (which you don't appear to have declared here) or to the complaint about staff behaviour. The two should be completely separate issues and I can't see how you would end up with deadlock for a 'staff behaviour' complaint.

"unless we're only getting one side of the story" on MSE? Never!!!

  

JSmithy45AD

BTW, the OP has already sent me abusive personal messages so make of that what you will.