Opinions on appalling customer service please?

*max*

Hello!
I was out in town today (Belfast), and stopped at a cash machine to withdraw some money. The machine was outside the actual bank, with which I DON'T have an account.
I typed in my pin number, I chose how much I wanted, waited a few seconds, then the machine just switched off! With my card still inside it.
It simply switched off, just like a computer does (the Logging off Windows actually came up), then went on to say "Out of service".

I had not entered a wrong pin number, and it was my own card.

I went in to the bank to inform them and ask for my card back.
Someone went in to look at the back of the machine, and came back to inform me that "your card has been destroyed", and walked away!

I started getting very upset, and insisted on seeing a manager, saying I had no intention to leave until they give me my card back.
They kept on saying it had been destroyed, so I ask them what they intended to do about it, since it is my only card, and it's French, thus leaving me without money for at least a week.

The manager appeared and told me the same thing "there is nothing we can do, we can't give you your card back, you have to contact your bank".
Since the whole thing was because of a faulty cash machine, I did not see why I should be punished for their failure to provide a functioning machine.
I got quite upset, and insisted that I would not leave until they sorted something out (at this point the security guard LAUGHED at me, and the manager told me that "that kind of attitude isn't going to get you your card back") the manager then asked for an ID, which I gave, and went to look at the back of the machine again. She magically came back with my card, it WAS NOT damaged, and had NOt been destroyed. I finally got it back and left.

However, the service was so appallingly bad, I am considering writing a letter of complaint to the bank in question, for the way their staff treated me: ignored me, lied to me, got sarcastic and laughed at me, NEVER apologised. When I asked if the money had been taken out or not, she said she didn't know, and never offered to check.
I am absolutely insensed.
What do you think? Is it worth complaining, considering I don't bank with them? I don't want any compensation, I just want to let them know about it!

Sorry about the length of this....
Thanks!

maninthestreet

Probably not worth it, as you don't bank with them - but please do name the bank.

*max*

I wasn't sure if I was allowed to do that? It's the Ulster Bank.

Oh, and they also left me to "guard" the machine outside for ages, so that nobody else got their card swallowed! They didn't even come outside once.
I'm appalled...Can you tell? lol
See how I feel in the morning, but I've a mind to let them know anyway!

Butlers1982

Save your energy. you got it back.nothing more to be done.

*max*

I suppose you're right! It's just so frustrating to just let it go....Ah well, at least now I know which bank I will NOT open an account with in the future eh!

Nomad25

Ulster Bank will have a customer relations/complaints handling procedure.

I don't agree with others. I think you should complain, if you are angry enough/feel strongly/prepared to spend the time. And you know what you want to achieve [e.g. an apology, compensation, whatever.]

Many of these big companies are very complacent and dismissive at local level, but if you can get to the right ear and bend it, you may get a result.

Sponge

You should most definitely provide them with some feedback, i.e. complain!

You may not bank with them, but in my opinion you were effectively their customer for the time you were using their facilities, i.e. their cashpoint. When something went wrong they should've handled it with patience, respect and tried to help. They didn't. They tried to get rid of you with lies, then laughed at you. That is inexcuseable.

It doesn't matter that you're not looking for any compensation, you deserve a response and in my opinion an apology.

Get writing!

inmypocketnottheirs

I had exactly the same experience a few years ago with Yorkshire Bank in Whitby.

Just as I entered my card, the screen blanked and the machine closed.

I went inside and got the same response.

I too refused to leave, being told that my card had been destroyed as my bank obviously had instructed YB to retain the card.

The guy got quite shirty with me when I informed him he wasn't telling the truth? He asked me if I was calling him a liar. I suggested he get a dictionary and look up the definition if he was in any doubt.

All this ensued for about twenty minutes, every time a customer came in, I repeated my gripe in a loud voice.

Guess what happened? My card magically appeared and was given to me!

I complained to YB, named the staff responsible, and got an apology from HO.

There is not much more you can expect though.

On a final note, my wife was with me at the time, who is an ex Nat West employee (cashier), who could also confirm that what the guy was saying was total BS. Unfortunately, I am sure that there are a lot of people who suffer this, who do not have the courage to stand their ground, and believe these lies.

So OP, your experience is not unique!

hollydays

The staff,the Manager and the security guard all have a lot to learn.I would write to the head Office and express your opinions,as I too think you received particularly abysmal service.Interesting thread,you learn something new every day!

vikingaero

Why let it go. The Ulster Bank staff lied to you and tried to deceive you because they couldn't be bothered to do the job they are being paid to do. I would complain to ensure their arrogance lies on thir file and affects their performance review. Each time we "let it go" we validate their behaviour. If any of my employees or colleagues treated someone like that they would be suspended immediately.

stationaryace

same thing happened to my mum- bank machine swallowed card, we were left to guard it while goodness knows what happened inside, eventually told we weren't getting card back but this was 20 mins later and we were out for the day so decided to leave it and phone up her bank to explain what happened and cancel the card just incase. as it was a joint account with my da this wouldn't happen until they could speak to him *he was a work and therefore unable to be contacted, he hates his mobile with a passion *. luckily i was with her and had my card otherwise she'd have been stranded and very hungry :cool: