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“Worst customer service .. Unprofessional staff”

written by on 11/04/2015

I am closing accounts I have held for over 20 years in disgust at the complete lack of customer service received within my local branch. I maintained a current account with them for years out of a misplaced loyalty to a firm that claims to be concerned with providing a personal service, but when you are confronted with a 'computer says no' attitude you realise they are no better than online services.
I opened an ISA 5 years ago, and the staff kicked up a huge fuss when i wanted a copy of the documents I had signed... I had to argue at length with the duty manager to get it.... which is just as well, as it took nearly 2 months for me to receive the certificate!
Now it has matured and the bank wrote to say the automatic default if I didn't get in touch on time would be to lock my money in a no access ISA for another 5 years.I was late to respond and I had a 14 day deadline to change this. But they couldn't do it over the phone.
20 minutes in the branch to be told I had to make an appointment to come in for them to make changes the following week. In complete frustration I decided to shut it down and lose my ISA allowance and transfer the funds out..... a simple request for email confirmation this would be done was met with intransigence by the branch staff. She knew I wanted the comfort of written proof of my request and for some unknown reason didn't want to give me it!!!!! Don't they train their staff in standard business practice? Why the resistance to putting things in writing?