Banks refusing/ignoring/sidestepping clear requests to register complaints via chat

HillStreetBlues

WillPS said:

With hindsight @masonic 's suggestion of just waiting for the complaint to hit the 8 week threshold and referring straight to the ombudsman would perhaps have yielded a more definitive result.

When I raised a complaint with HSBC remembering this thread I was expecting a battle and was going to keep on at them about raising a complaint but luckily didn't have too.
Strangely when dealing with an issue with Tomato Energy, I only gave them the once chance when they never replied I just waited 8 weeks and referred it to the Ombudsman. Haven't a clue why I would treat those cases so differently.   

HillStreetBlues

HSBC again, totally opposite of last time, I had to state a number of times that I wanted to make a complaint, finally after about 40 mins of phone they agreed to rather than just a note on their system.

WillPS

I've noticed that Barclays have stopped the "direct message" functionality for Barclaycard now. The journey is still there but the chatbot refuses to connect and just tells you to call instead.

HillStreetBlues

I tried the chat, told me I needed to phone, wondering if that's to try and put people off complaining.

HillStreetBlues

Certainly worth the effort getting a complaint logged, offered £5, by call handler, £50 by the complaints team.