Opinions on appalling customer service please?

frugallass

complain all the way - do they have CCTV in the bank too? That might back your story up a little.

I think it's terrible the way they treated you - especially the guard laughing that's just not on.......:mad:

write everything down about the incident - including how humiliated they made you feel

good luck

oldagetraveller

Possibly the machine couldn't speak French?:p
I'd definitely take it further even if it only makes you feel better. The attitude of some employees in these organisations beggars belief.
Don't be tempted to jump onto the compo bandwagon though.

frugallass

You should demand an apology from each member of staff involved in this......

RadoJo

It sounds like they gave you a 'standard' response in as much as generally I expect a lot of the cards swallowed by the machine are for legitimate reasons. As soon as you told them that the machine had actually shut down, they should have taken much more of an interest. I can understand getting fed up with people continually claiming that there is definitely money in the account/must be a problem with their machine/all the other reasons people give when their card has been swallowed with good reason, however there is no excuse for rudeness, and as you could clearly show them that their machine had not just swallowed it for your own good, but had clearly broken in some way, they should at least have admitted that they didn't know what had happened, if that was the case!

I think a complaint would be appropriate - it could happen to someone who is less able to deal with this kind of thing and have more serious consequences if that person cannot access any money! (Not that yours weren't serious, but you know what I mean ;-))

*max*

Well, thank you all so much! I was starting to feel a bit silly for wanting to complain, but you've convinced me to do it now! I will definitely write to the bank and let them know. I feel better about it today, although I still don't know if the money has been taken out as it takes a few days to show up on my french account online. My only regret is that I was so upset and angry, I completely forgot to get the manager's name. Ah well, I will just give the name of the branch, and describe them.
Thanks again!

hollydays

*max* wrote: »

Well, thank you all so much! I was starting to feel a bit silly for wanting to complain, but you've convinced me to do it now! I will definitely write to the bank and let them know. I feel better about it today, although I still don't know if the money has been taken out as it takes a few days to show up on my french account online. My only regret is that I was so upset and angry, I completely forgot to get the manager's name. Ah well, I will just give the name of the branch, and describe them.
Thanks again!

You could describe them as "that bunch of muppets"..

angellotz

Nomad25 wrote: »

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.

I agree - regardless of whether you bank with them or not, it's their machine and their staff.

MRS_TO_BE_2

I agree with the others. Complain! At least head office will hopefully make sure this branch don't do the same again abd maybe teach them a letter in customer service.

*max*

Hi all! I thought I'd let you know that I wrote a letter of complaint to the Customer Service manager of the Ulster bank on monday 23rd June. I haven't yet got a reply, but I shall let you know what happens!

Oh, and the £20 WERE taken out of my account, btw. I've contacted my bank about it.

C_Ronaldo

OP did you not get an explanantion as to why they couldnt have given you your card in the first place as it would have stopped you from getting upset