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Engineer1
7,161 posts
78 months
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Lloyds are great you get the same questions but if you answer honestly that you don't know the answer they will try another question I guess there must be 3 answers correct out of 5 or similar. The pisser is they have cancelled my card a couple of times due to suspected fraud leaving me stood at a till with no money and a declined card.
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br d
2,451 posts
95 months
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Nardies said: A quick call to the cancellation number, which routed through to a UK based call centre had the issue resolved immediately 'Oh it's a known issue, and engineer will bring a new box tomorrow, until then I've reactivated your account'. Why bother out-sourcing if they're that bad. Ah- ha!! So that's the secret! Go through the cancelation number to get the UK call centre. Thank you sir!
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Negative Creep
11,261 posts
96 months
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Big News said: I can't fault Co-op bank's call centre staff. Efficient, polite, pleasantly northern and open 24/7. And behind that, they're ethically sound, too. I'm with their Smile online banking and completely agree.
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long time lurker
229 posts
19 months
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I was a supervisor in a call centre for a large bank and we were given a fair bit of flexibility regarding security questions (up to 6 questions could be asked and we needed 4 correct answers)
some people did struggle with their date of birth and home address though!
oh and security wise, when we were heavily targeted by fraudsters (once every 6 months was normal) we would change our security and the amount of complains we then got was shocking!!
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sebhaque
3,370 posts
50 months
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I've heard that if you want to speak to a UK call centre then simply askto speak to someone in Welsh. If they've got a centre in Wales then they'll just transfer you to that holding queue, and you can just speak English to them as normal.
Not had to try it yet, although I was close to it when I was trying to add a temporary car on my Admiral insurance. The Welsh call centre staff are lovely, the foreign ones are useless. I had to repeat "day insurance" and "for 24 hours only" to the foreign chap three or four times before he understood that I meant I wanted a day's insurance and not a fully comp year's policy starting from the day after.
Listening to him trying to pronounce "Renault Clio Biarritz" in a thick accent was quite amusing, as well.
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expensivegarms
328 posts
66 months
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Engineer1 said: Lloyds are great you get the same questions but if you answer honestly that you don't know the answer they will try another question I guess there must be 3 answers correct out of 5 or similar. The pisser is they have cancelled my card a couple of times due to suspected fraud leaving me stood at a till with no money and a declined card. Lloyds are absolutely fantastic imo... Swapped to them from HSBC as I was getting fed up with 'customer satisfaction surveys' from an unlocal location to me. I'm very pleased with the service I have received from Lloyds, staff you can understand, helpful, pleasant, sound happy in their work. I cancelled my HSBC account today, what a brilliant feeling!
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wildcat45
2,536 posts
58 months
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br d said: Then you're buggered for high speed broadband, I can only get 100mb with Virgin and its Indian call centres all the way.
Although somone did once tell me there is a sneaky way to get through to a Scottish call centre if you know the trick. I don't. Are you good at accents? If I am getting nowhere I slip into broad Geordie. I don't normally speak like that but do come from Newcastle. A bit of "howmanadivventknaamemothatmaidennamebonnylad". and quite often I find myself briefly on hood before I get a UK call centre. Doesn't always work. Gan canny now!
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bleesh
1,112 posts
123 months
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andygo said: I like Santander.
I thought I would transfer my banking to them from another equally incompetent bunch of bankers.
There was no way I was putting any cash into the account until they had notified me it was open, which they said could take 6 weeks.
Anyway, after a week or so they had activated 3 of my direct debits and attempted to pay out on them. I knew nothing of this until I got 3 letters telling me I was being charged £35 per bounced transaction.
I rang up and complained. They kindly refunded the £105 charges and credited my account with £105. its still there, the only money thats ever been in the account! I had exactly this - although after sorting it all out - over £1500 including bounced payment charges and late payment charges and the missed payments, the next month they paid all the DD's twice!!! Once again sorted out. I closed my accounts 3 months later - and of course they farked up the DD transfers as well. SO even when you've left them, they still get you. I had over £4000 of charges and missed payments in those 3 months!!!!
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Terminator X
2,100 posts
73 months
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br d said: She said most people give their security details without asking any questions Amazing! I always call them back on their main number. TX.
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grumpyscot
470 posts
61 months
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Needed a new cheque book for my household account. No slip in old cheque book to order a new one, so phoned telephone banking (Halifax). "Your account isn't registered for telephone banking". "That's right - I only want a new cheque book - I don't want to do any transactions". "You'll need to register for telephone banking - hold on and I'll put you through to registrations".
I get put through and the first recorded message I hear is "Halifax will never ask you to reveal your password", then the call handler picks up. She goes through a multitude of questions then asks what I want my password to be. I say"I'm not telling you as your recorded message says you will never ask me that question". "But I need to know to set up your account for phone banking" "But I don't want phone banking, I only want a new cheque book" "But the only way you van do that is to set up your account for phone banking" So I say "can you do that without breaching company policy?" She says"what do you mean?" "I mean never asking me what my password is" "No, I can't". "So I think you'd better just arrange to close my accounts and send me a cheque for all my deposits then" "But I can't do that unless you register for telephone banking" So I say"Listen closely: I order you to either send me a cheque book, or I immediately e-mail ******** (he was the CEO) of our conversation and advise him that your stupidity has cost him all my accounts" "I've ordered your cheque book sir - it will be posted out to you".
I got 5 cheque books through the post within the next 4 weeks! Bloody Halifax!
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Charlie Foxtrot
2,385 posts
84 months
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As someone who also slaves away in a call centre I'm still surprised by the number of people who have never encountered DPA before or ask why I am asking these questions. DPA isn't a new thing. I had a discussion, escalated to get Floor Leader speaking as well explaining that it doesn't matter what they want to check or why, we will not talk about anything WRT their account untill they pass DPA.
And we do have bit of room for personal judgement for genuine mistake vs fraud.
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Negative Creep
11,261 posts
96 months
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grumpyscot said: Needed a new cheque book for my household account. No slip in old cheque book to order a new one, so phoned telephone banking (Halifax). "Your account isn't registered for telephone banking". "That's right - I only want a new cheque book - I don't want to do any transactions". "You'll need to register for telephone banking - hold on and I'll put you through to registrations".
I get put through and the first recorded message I hear is "Halifax will never ask you to reveal your password", then the call handler picks up. She goes through a multitude of questions then asks what I want my password to be. I say"I'm not telling you as your recorded message says you will never ask me that question". "But I need to know to set up your account for phone banking" "But I don't want phone banking, I only want a new cheque book" "But the only way you van do that is to set up your account for phone banking" So I say "can you do that without breaching company policy?" She says"what do you mean?" "I mean never asking me what my password is" "No, I can't". "So I think you'd better just arrange to close my accounts and send me a cheque for all my deposits then" "But I can't do that unless you register for telephone banking" So I say"Listen closely: I order you to either send me a cheque book, or I immediately e-mail ******** (he was the CEO) of our conversation and advise him that your stupidity has cost him all my accounts" "I've ordered your cheque book sir - it will be posted out to you".
I got 5 cheque books through the post within the next 4 weeks! Bloody Halifax! You sound like a real charmer. After the way you spoke to her, she probably sent all the extra books on purpose.
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Halb
17,841 posts
52 months
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Charlie Foxtrot said: As someone who also slaves away in a call centre I'm still surprised by the number of people who have never encountered DPA before or ask why I am asking these questions. I worked in a call centre many moons ago. Those sort were always amusing. 
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wsurfa
626 posts
64 months
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at least with some companies it gets better once you get past the call centre - in my experience of dealing with BT (Retail, Wholesale & Openreach) it can often get worse. For basic issues I've ended up having to email the relevant CEOs before anything started to happen.
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Spitfire2
1,217 posts
55 months
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wsurfa said: at least with some companies it gets better once you get past the call centre - in my experience of dealing with BT (Retail, Wholesale & Openreach) it can often get worse. For basic issues I've ended up having to email the relevant CEOs before anything started to happen. Same here. Was on first name terms with the chap in the chairman's office for a while.
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