I
I Love Spreadsheets
- Original Poster
- #1
In September I moved address and ever since I have been trying to update my address at Santander for a loan I have with them.
So I phoned up and asked how to proceed and I was instructed to call in to a branch with some proof and do it from there. I go to the branch and they tell me to write in. So I write in and follow up a month later with a phone call and guess what they tell me - yep, I need to go in to branch to with proof of address. I went through that loop twice.
So today I went in to the branch in Pontypridd and it all got very mad.
Cashier No 1 said it was ok, all I needed to do was sit down and fill in form. I pointed out I didnt bring my account details but he said as long as I passed data protection he could fill that bit.
I return to the desk with the completed form and cashier no 2 says she cant accept it without account details. So I explain what cashier no 1 said and she said that he was wrong to say that. So getting a little bit frustrated I start demanding to see the manager. The 60+ year old security guard starts shifting closer
Manager comes out and informs me that I shouldnt have listened to cashier number 1 as he was a trainee. At which point I'm starting to get louder and the security guard is starting to look edgy and as though he was wishing he had booked today off.
So I have a brain wave - While talking to them I phone their call centre, pass data protection and get all the account details they need. I confirm with the call centre that they should now have everything they need.
I give this to the woman behind the counter who says that is all great and you have everything you need, all I have to do is post it to this address.
Arghhhhhhhhhhhhhhhhhhhhhhhhhhhhhh!!!!!!!!!!!
A bit more shouting and I can hear the security guard breathing behind me, I think he needed a puff on his puffer.
I explained I wasnt going to go through that particular loop again. I had given them everything needed and their call centre had also told me everything was in place as well (Got to point out all the ID was acceptable and they never raised a question about it).
Both cashier no 2 and the manager are now both telling me the call centre is telling me the wrong thing. So back on the phone to the call centre and get through to their complaints department fairly quickly. I confirm with the gentleman there that I was in the right, so I ask him to speak to the cashier or the manager, he agreed but the cashier and the manager refused because i could have dialled anyone. Fair enough so I asked the complaints guy to call the branch on an internal line, which he did.
So now the strangest bit happens, I'm now in a 3 way conversation in the bank with the cashier and their complaints department. One telling me I'm right and one telling me I'm wrong.
I'm in the middle of this conversation and the complaints guy is telling them that they are wrong and I'm write and the cashier is arguing back that the complaints guy was wrong. The cashier by this point has had enough and hands of to the manager who just continued where the cashier left off.
The security guard chances his arm at this point and asks me to keep it down. Of course I have no beef with him so I explain to him that I'm not a violent person but I'm not leaving until this is sorted. I also pointed out that I had been shouting the odds for half an hour yet and none of the managers had even tried to manage the situation by taking it in to an office - so if they were happy to display how incompetent they are in public I'm more than happy to go along with it. That got a few smiles form the queue.
At this point the manager tries to pull rank on the complaints guy, who to be fair stuck to his guns all the way through. She asked to speak to his supervisor which he put on straight away. He must have been high up because the managers face physically dropped when she heard his name.
She snatches the paperwork off the counter and faxes it straight to their head office. She comes back and tells me its all done. No apology or anything.
So I phoned up and asked how to proceed and I was instructed to call in to a branch with some proof and do it from there. I go to the branch and they tell me to write in. So I write in and follow up a month later with a phone call and guess what they tell me - yep, I need to go in to branch to with proof of address. I went through that loop twice.
So today I went in to the branch in Pontypridd and it all got very mad.
Cashier No 1 said it was ok, all I needed to do was sit down and fill in form. I pointed out I didnt bring my account details but he said as long as I passed data protection he could fill that bit.
I return to the desk with the completed form and cashier no 2 says she cant accept it without account details. So I explain what cashier no 1 said and she said that he was wrong to say that. So getting a little bit frustrated I start demanding to see the manager. The 60+ year old security guard starts shifting closer
Manager comes out and informs me that I shouldnt have listened to cashier number 1 as he was a trainee. At which point I'm starting to get louder and the security guard is starting to look edgy and as though he was wishing he had booked today off.
So I have a brain wave - While talking to them I phone their call centre, pass data protection and get all the account details they need. I confirm with the call centre that they should now have everything they need.
I give this to the woman behind the counter who says that is all great and you have everything you need, all I have to do is post it to this address.
Arghhhhhhhhhhhhhhhhhhhhhhhhhhhhhh!!!!!!!!!!!
A bit more shouting and I can hear the security guard breathing behind me, I think he needed a puff on his puffer.
I explained I wasnt going to go through that particular loop again. I had given them everything needed and their call centre had also told me everything was in place as well (Got to point out all the ID was acceptable and they never raised a question about it).
Both cashier no 2 and the manager are now both telling me the call centre is telling me the wrong thing. So back on the phone to the call centre and get through to their complaints department fairly quickly. I confirm with the gentleman there that I was in the right, so I ask him to speak to the cashier or the manager, he agreed but the cashier and the manager refused because i could have dialled anyone. Fair enough so I asked the complaints guy to call the branch on an internal line, which he did.
So now the strangest bit happens, I'm now in a 3 way conversation in the bank with the cashier and their complaints department. One telling me I'm right and one telling me I'm wrong.
I'm in the middle of this conversation and the complaints guy is telling them that they are wrong and I'm write and the cashier is arguing back that the complaints guy was wrong. The cashier by this point has had enough and hands of to the manager who just continued where the cashier left off.
The security guard chances his arm at this point and asks me to keep it down. Of course I have no beef with him so I explain to him that I'm not a violent person but I'm not leaving until this is sorted. I also pointed out that I had been shouting the odds for half an hour yet and none of the managers had even tried to manage the situation by taking it in to an office - so if they were happy to display how incompetent they are in public I'm more than happy to go along with it. That got a few smiles form the queue.
At this point the manager tries to pull rank on the complaints guy, who to be fair stuck to his guns all the way through. She asked to speak to his supervisor which he put on straight away. He must have been high up because the managers face physically dropped when she heard his name.
She snatches the paperwork off the counter and faxes it straight to their head office. She comes back and tells me its all done. No apology or anything.
