Recording phone calls to Credit Card customers services?

Vanilla_Bean

I've read a few posts where people say they record their dealings with customers services, I need to do this as I'm fed up with conflicting information or nothing actually being done despite many phone calls. Obviously it's very hard to prove that so and so said this on this date and their rude accusing telephone manner. (TSB Fraud department!)
How do people go about it and has it helped? Or should I only deal in written letters?

poet123

I am awaiting a response from a complaint re incorrect info given to me by LLoyds TSB CC(not fraud)from November!!! seems they have a backlog of 7000 complaints to handle!. So however you decide to play it dont hold your breath waiitng for a response even my bank manager could not get any further with them.

jonathon

I do think you have to tell the other person they are being recorded(for training purposes)

DestroyingAngel_2

Most banks record some of their calls for training purposes. Whenever you call, you'll probably get a message mentioning this. I doubt they have the facility to record each and every single call taken, but it might be worth your while making a note at least of the person you spoke to, their staff number, extension number, the time and date of the call ... and you could get lucky and the phone call you dispute could actually be one that was recorded? If the bank can locate that particular phone call according to the data you provide, you could then ask for a transcript of that call for your own records, and take it from there.

mr_wispy

jonathon wrote: »

I do think you have to tell the other person they are being recorded(for training purposes)

I work in a call centre and we tell customers on the automated service before they come through that the call may be recorded. Where I work only a small percentage of calls are recorded though.

If a customer calls in and records the call without telling the cust care advisor I have been told it couldn't be used as evidence if it came that far.

Never actually had that clarified by any legal eagles though.

Almost_In_The_Black

DestroyingAngel wrote: »

Most banks record some of their calls for training purposes. Whenever you call, you'll probably get a message mentioning this. I doubt they have the facility to record each and every single call taken,

A lot of companies do record all calls into their centres as the technology is relatively inexpensive and readily available. The company linked below "Verint" are quite a large player in the market and they do mention Lloyds TSB as one of their customers (though only asset finance - but the rest of the company may use it).

http://verint.com/contact_center/section2b.cfm?article_level2_category_id=21&article_level2a_id=274&article_level2b_id=585

Dylanwing

When I had debt problems, I had trouble will call centre operativesgiving duff information, and Collections staff being rude and aggressive, so I refused to speak to them, and insisted that everything is in writing. It made a big difference, as everything then had to act correctly, due to that fact that there was written evidence.
I wonder if it would be more efficient and customer friendly if Banks delegated authority to local Branch staff to deal with these problems, perhaps they could give them a snazzy title like 'Bank Managers'.

MABLE

You have to tell the advisor you are going to record the call. However they have the right to say no.

nzseries1

It seems possible to me that if they say "This call is being recorded..." when you call, then if you are recording the call as well, why do you need to tell them you're recording it? As you're just repeating what they've already stated to you.

But if they say "We are recording this call..." then that's different.

MABLE

nzseries1 wrote: »

It seems possible to me that if they say "This call is being recorded..." when you call, then if you are recording the call as well, why do you need to tell them you're recording it? As you're just repeating what they've already stated to you.

But if they say "We are recording this call..." then that's different.

If you go ahead and record the call and you do not have the Advisors permission and the matter goes to court then the recording can not be used.

DesG

MABLE wrote: »

If you go ahead and record the call and you do not have the Advisors permission and the matter goes to court then the recording can not be used.

As long as at least one party is aware the call is being recorded a transcript of the recording can be admitted as evidence though

Cheers, Des.