Customer: Hi, yesterday I went to a cash point and all was ok until the money did not come out. Instead I got this receipt with an error message. When I got home I saw the 250 pounds I NEEDED and did not get had been debited anyway. I called to your phone customer service and they told me normally the failure should be noticed automatically and I should get my money credited back overnight. As It was not the case, I am here to see what you can do.
Natwest: Nothing. Now we will complete a claim form and if all is correct you should get the money back into your account soon.
Customer: How long does it take?
Natwest: Around 2 weeks.
Customer: (Astonished) 2 weeks!, as you can see that was basically all the money I have...I am not asking you for a loan, I just need MY money back...
All this happened in an branch where customers where received with walls covered with posters of big white letters on the corporate dark blue background saying ( I might not have the exact words but this is what I have in mind): " Sorry for any inconvenience our latest technical issues might have caused you". Susan Allen might not be so good a communicating as they think.
Sorry. Sorry for what? "You" are a bank, a financial institution, how can an institution, a corporation, small letters of terms and conditions feel sorry?. The person at the cash counter can feel sorry, the customer service consultant can feel sorry, but the bank...
Are we so easy to manage? What kind of inconvenience are they talking about?. Of course we are lucky they are just banks and not doctors, or aircraft pilots, or bus drives, they only take care of our money, not our lives. Do not they?
Do you think this is a morally correct situation? I am sure the small letters at the terms and conditions of the debit card they gave me with saying that my money would be available for me at all times stablishes the bank has not responsibility on this kind of "technical issues"...However legal, can you really say this is a moral behaviour?. That is not even a million miles close to the customer expectations you generate..., and we are still talking about the customer´s money, are not we?.
I asume my responsibily as customer for not having changed bank after had been poorly treated by them before. I will do take action this time and I will bother myself to get get another bank. Do you know any bank that actually knows how to provide relatively decent banking services?. I just need I bank where I can feel I am a person again, and if possible that the little money I have is mine and not theirs, why is that so complicated?
Thank you!
Have fun, life must be fun!!!
