Firms Using the Virus Excuse

[bad company]

I made a complaint to my bank on 28 April. I’d visited a branch to withdraw cash but was initially prevented from entering. The woman at the door said entry was for essential stuff only and I should get the cash from the ATM. I told her that I needed a larger amount than the ATM limit. While still outside in the street in hearing of passers by I was asked how much I wanted and what I wanted it for!!! That was my complaint. Yesterday I got a text from the bank saying due to caronavirus they can’t deal with my complaint until around 23 June.

I had a cruise booked due to depart 15 March, on 12 March it was cancelled for obvious reasons. The cruise line offered a full refund which by law they should make within 14 days. They said it’d take them 60 days which ABTA seems to agree with. Anyway 60 days came and went then they said they’d try to deal with the refund ASAP. My patience was exhausted so I made a Section 75 claim from my credit card company which was dealt with within 24 hours.

A couple of weeks ago I bought a product online which turned out to be faulty. Guess what, it’s going to take a while to deal with the issue due to coronavirus, really??

Is it me or is using the virus excuse just too easy?

[bad company]

HTP99 said:

Don't know if you were aware but a fair few people have been furloughed, which means there are less people in their place of work to deal with things, coupled with many more complaints, enquiries, requests for refunds etc, which have to be spread out through a vastly depleted workforce!

Just get a grip, it's a difficult time for us all!

They’re all quick enough to take the money for the goods & services but use the virus excuse when things go wrong.

[bad company]

dmahon said:

Sky will still only talk to vulnerable people on the phone. It’s a bit of a pisstake when they are billing up to £100 a month and don’t want to provide any customer service.

Cancel the direct debit and you’ll probably find them very happy to talk to you.

[bad company]

markcoznottz said:

vikingaero said:

bad company said:

I made a complaint to my bank on 28 April. I’d visited a branch to withdraw cash but was initially prevented from entering. The woman at the door said entry was for essential stuff only and I should get the cash from the ATM. I told her that I needed a larger amount than the ATM limit. While still outside in the street in hearing of passers by I was asked how much I wanted and what I wanted it for!!! That was my complaint. Yesterday I got a text from the bank saying due to caronavirus they can’t deal with my complaint until around 23 June.

Is it me or is using the virus excuse just too easy?

I went to the bank on Thursday to pay in some cash that my Uncle owed me. It was the same experience for me. I was asked what I was here for. I replied to pay in cash. I was told that I could only use the paying in machines. Yes, that's what I was going to use. Stop shouting and presuming otherwise. There seemed to be no discretion from the staff and lots of shoutiness. Poor lady in front of me wanted to transfer some money. The bolshy NatWest lady said that she could do that online! How does a 80 something year old suddenly get online?

Humiliating experience going to a bank. Stuck in the dark ages. Gobbing about your business in front of all and sundry.

It wasn’t only horrible and breached confidentiality I’d say it put me in danger. It became obvious that I would be leaving the bank with a large amount of cash making a mugging target.

[bad company]

DoubleD said:

Why would you want to go into a bank if you don't need to?

Online banking is much easier and quicker.

You can even do it while you stay in bed.

I generally agree but on this occasion I really needed to go to the branch. I doubt I normally visit more than once every year or 2.

[bad company]

technodup said:

bad company said:

I made a complaint to my bank on 28 April. I’d visited a branch to withdraw cash but was initially prevented from entering. The woman at the door said entry was for essential stuff only and I should get the cash from the ATM. I told her that I needed a larger amount than the ATM limit. While still outside in the street in hearing of passers by I was asked how much I wanted and what I wanted it for!!! That was my complaint. Yesterday I got a text from the bank saying due to caronavirus they can’t deal with my complaint until around 23 June.

You wasted your and their time to complain about that? I used to be a complaints manager for a major bank and I'd have told you to fk right off. What sort of outcome are you looking for ffs?

It's a difficult time, reduced staff are trying to do their best/protect themselves, often with less than clear instruction from bosses/government etc and pointless complaints like that are only going to clog the system and make it worse for everyone.

The only outcome I’m looking for is a change of policy. I’m not asking or expecting any compensation if that’s what your implying. They were wrong, they shouldn’t be asking me those questions outside in the street or asking what I wanted the money for at all. They put me into danger.

[bad company]

Roofless Toothless said:

Try going to the GP and having to explain your medical condition to the receptionist in front of a full waiting room. Both unacceptable practices, virus or no virus.

I haven’t been to a doctor since this all started but generally you can just decline to give the receptionist that information. You don’t have to.

[bad company]

rm163603 said:

I think Ryanair saying it will take months to process all the refunds is BS personally.

When I had a similar problem getting a refund for a cruise I claimed the money back from my credit card company. All done online and the £’s back in my account within 24 hours.

[bad company]

Gareth79 said:

bad company said:

I had a cruise booked due to depart 15 March, on 12 March it was cancelled for obvious reasons. The cruise line offered a full refund which by law they should make within 14 days. They said it’d take them 60 days which ABTA seems to agree with. Anyway 60 days came and went then they said they’d try to deal with the refund ASAP. My patience was exhausted so I made a Section 75 claim from my credit card company which was dealt with within 24 hours.

Was it NCL? An acquaintance had a similar issue for a future booking, but didn't bother to wait for the 60 days and reminded of their own contract terms: https://www.revk.uk/2020/05/holiday-refund.html

No it wasn’t them. I won’t name & shame but it was one of the niche luxury lines and part of a big cruise group.

I did waited for the 60 days. When that passed they said they’d ‘try’ to pay in the next 2 weeks. I lost patience at that point and claimed from my credit card company.

[bad company]

Mrs BC and I went to this large cycle showroom in Colchester. We were amazed to find it closed and several potential customers turning up and leaving disappointed.

https://www.cycle-revolution.net/pages/stores/colc...

Bike shops were allowed to stay open and most have albeit with social distancing. They’re doing very well.

[bad company]

I bought a product through Amazon which was faulty. Made an online complaint to the merchant last week but all I got was an automated reply ‘due to Covid bla bla bla’. That was nearly a week ago. I reckon I could complain to Amazon to get something done but I’ll give them another day.

[bad company]

mikeiow said:

They are asking just so they can encourage people to do things online or use the wall machines.
Just politely say “I need to speak to a person, the amount is irrelevant”.

I had to visit to pay in a large cheque (was for another account, so I had a paying in slip and could not use the machine. I happily chatted with the nice Santander lady. Clearly not “clipboard Suzy” at our closest branch!
This is a crap time for all: those people are just doing what they are told, why make a big deal of it: enjoy some banter, make people smile.
If I’d been planning a large withdrawal (fnurk fnurk!), I’d just say “I need to speak with a teller about my transaction”.

Your bleating that “they put me in danger” is utter nonsense!

Get a grip, get some perspective. Clearly the time is taking it’s toll on some here!

You’re entitled to your opinion but the last 2 lines of your post are absolute rollox. Banks should never be asking such questions in the street and hearing of all and sundry.

Yes with hindsight I perhaps should have answered differently but I was shocked to be asked at all. It’s a bit like the receptionist asking why I want an appointment with my doctor. I just decline to answer.

[bad company]

mikeiow said:

bad company said:

Mrs BC and I went to this large cycle showroom in Colchester. We were amazed to find it closed and several potential customers turning up and leaving disappointed.

https://www.cycle-revolution.net/pages/stores/colc...

Bike shops were allowed to stay open and most have albeit with social distancing. They’re doing very well.

Have you considered that perhaps that several staff there might be shielding relatives, have their own health problems, or are home to allow key workers to, you know, save lives, deliver stuff to you? Maybe they didn’t want to close the branch but had to.

Eta: did you visit at the weekend? Their website says 9-5, Mon-Fri!

Edited by mikeiow on Wednesday 27th May 09:39

I considered that they were making an excuse as they’d furloughed several staff at taxpayers expense. They’re apparently open on a closed door policy. I went to another shop and bought what I wanted without fuss.

[bad company]

DoubleD said:

So apart from people who dont want to post a cheque, what reasons are there for needing to go into a bank?

In my case because I needed to withdraw a large sum in cash.

Before then I last visited a branch about 2 years ago when my mum died and I needed to take in original documents.

[bad company]

captain_cynic said:

technodup said:

ou wasted your and their time to complain about that? I used to be a complaints manager for a major bank and I'd have told you to fk right off. What sort of outcome are you looking for ffs?

It's a difficult time, reduced staff are trying to do their best/protect themselves, often with less than clear instruction from bosses/government etc and pointless complaints like that are only going to clog the system and make it worse for everyone.

This. A thousand times this.

Anyone who thinks this is bad customer service is the kind of Karen who constantly asks to speak to the manager.

If anything, hes cutting off the time wasters so he can spend time helping people with legitimate problems. Also you can tell someone to fk right off politely... Anyone with a modicum of training or experience dealing with the general public knows when and how to terminate a conversation.

He's also mentioned the biggest reason most of the whingers on this thread never get a good outcome from complaining... For them it's about whinging... Not getting an outcome. To complain effectively, have an idea of the solution you want and communicate it in a rational manner. If that outcome is just soothing your ruffled feathers I'd suggest seeing a therapist instead of calling the complaints line.

The only outcome I requested is for them to review their procedures and the questions they’re asking. That’s it.

[bad company]

DoubleD said:

bad company said:

DoubleD said:

So apart from people who dont want to post a cheque, what reasons are there for needing to go into a bank?

In my case because I needed to withdraw a large sum in cash.

Before then I last visited a branch about 2 years ago when my mum died and I needed to take in original documents.

Could you not bank transfer the money to who ever you need to pay?

No. I needed cash this time.

[bad company]

julian64 said:

bad company said:

Roofless Toothless said:

Try going to the GP and having to explain your medical condition to the receptionist in front of a full waiting room. Both unacceptable practices, virus or no virus.

I haven’t been to a doctor since this all started but generally you can just decline to give the receptionist that information. You don’t have to.

I feel you two are in for a seismic shock about the changes coming to your local GP Surgery.

Are you saying that you have to explain your medical condition to the receptionist? My understanding is that if you request an appointment you’ll be triaged by a nurse on the phone first.

[bad company]

Pothole said:

Maybe, but:

The "issue" was mostly of his own making and seriously overdramatised.

He wasn't mugged so his panic about being made a target was bks, pretty much.

He could have made the situation outside the bank better but instead he stayed passive, allowed himself to be bossed about then felt a bit inadequate and emasculated when he got home so came on to rant and phoned the bank to whine.

You have a fair point, he could have avoided the situation by arranging a more remote, less "risky" payment method, but that would have involved forethought and more fortitude than he's displayed so far.

No I wasn’t mugged but the danger is comparable to the perceived danger of my passing a virus to the bank staff.

I wasn’t passive. I declined to answer the reason I was withdrawing my money.

There wasn’t an alternative, I needed cash.

Keep trying.

[bad company]

Gecko1978 said:

Pothole said:

bad company said:

I wasn’t passive. I declined to answer the reason I was withdrawing my money.

But you did say you wanted more than the ATM limit, IIRC which is where the perceived mugging risk came from.

While it can be annoying being asked why you want your own money the bank have no way of knowing the reason, so if you don’t want to answer just say plumber, gardener, builder, dancing girls, nose candy etc.

I find this faux outrage really pointless, as the branch staff have to follow rules and so are just doing their job. You can refuse make a song and dance but what difference would it make you might not get your cash etc.

To be fair none of it is the staffs fault, they’re just following instructions from above. My complaint was about being asked the question while still in the street, once again that policy will come from above. Oddly enough when I got to the counter the teller didn’t ask why.

I could have said I’d booked a really good hooker for the whole weekend.