I went back into the bank and had to explain my dilemma to a staff member. She rang the number on the letter I received and she had to go through the same trauma that I did as a customer. She seemed more annoyed than me to be honest.
The phone was handed to me after about ten minutes and I once again had to answer security questions, which I got correct this time round, so well done to me...I was then put through to another person after being on hold for another 5 minutes or so. Apparently because I had failed the security questions originally a couple of weeks previously I had to go into a branch (which is where I was anyway) and provide two pieces of identification and then get a branch worker to ring the number back to clarify their identity as well as mine.
It didn't help that the phone line wasn't very clear so I kept having to sound a bit special by saying What or Pardon. Luckily I had the I.D on me and it was finally dealt with, although I do have to wait several working days to get a letter through the post and then finish it off online. Hopefully then it'll be done and dusted...
I spent three quarters of an hour in the branch and even the staff seemed annoyed when talking to their colleagues over the phone . I was still offered to switch my current account over to their bank...goodness knows how much of a hassle that would be?!
I may have rambled through this story, but it helps to get it off my chest...
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