This would be almost comical if it was not real which sadly this is real and where customer services is currently in every company. Yesterday I followed up to see where we were with regard to a time line of having my ex bank account funds transferred to my new banking account. My old account was closed on October 5th due to new Brexit regulations so we are talking a full month to get this fixed.
You start to understand quite quickly the problem is not only the people at the bank, but the systems they have in place.
Last week I was requested to send through documents which were completed and sent the following day. Tonight my follow up email was returned with a response stating they are still waiting for the documents which kind of through me again. I thus resent them and have spoken to them twice this evening waiting for the lady in question to phone back. The problem is the voice recognition security check is not working and because I do not have internet banking anymore I cannot pass the final verification test and be put through to the agent in question who is handling my case. That is really screwed up and is no fault of my own that I am being blocked. The people I spoke with apologized for the circumstances that the system they have in place is blocking a legitimate person from speaking to another agent.
The lady tried to phone me but their system like last time did not connect and tonight did not even ring my side.
Yesterday I had received an email from the original call center complaint from 3 weeks ago (20 days) stating they could not find any of my details on record.
I responded telling them to please not get involved as they would only complicate the matter which is being handled by the exec call center. It took them 20 days to respond when they state on the site it could take up to 21 days for a response. They were not joking about the response times which is absolutely pathetic and to offer nothing.
I was not expecting compensation for my complaint and hassles and right now and that number is rising with every cock up they are doing. How hard can this be to fix when the documentation requested has already been sent.
After a few phone calls and emails tonight the lady has the right documentation and can now proceed. The problem was I had the call center group email and not her direct email and for some reason she was not picking it up. Tonight I have her personal email and now she has finally got what she requested.
Nothing should be this hard and they do not make things easy and this is proper head banging stuff going on here. What I have is a serious problem and finding the right person to fix the problem was a process in itself. If i had not contacted the CEO when I did this process would only be starting now. The call center from India which I am presuming India due to the heavy accents is a bloody nightmare with no one having the authority to do anything.