Landline number

Pine Solutions - www.pinesolutions.co.uk
★★★★☆
4.3
From 151 reviews
87.0% of users recommend this

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Guest's review of Pine Solutions - www.pinesolutions.co.uk

“Landline number”

★☆☆☆☆

written by on 23/08/2014

Despite being a loyal customer for many years and spending thousands, this company decided the only way I could be a genuine customer was if I called them from a landline. Since I don't have a landline (4 personal and home mobiles enough) it was recommended I call them back on a pub phone, public call box or from a friends house- any phone rather than the mobile registered in my name. Offered to run through my history of previous orders however they decided to cancel my order with me having to wait what will be 2 weeks (6 working days, two weekends and a bank holiday) before I receive a refund and go to a competitor.

Emailed James Birtwhistle himself who apparently sanctioned this very concerning security policy and still awaiting response.

As a Risk Director who specialises in Fraud, perhaps they could do with my team auditing their risk and control policies to ensure they meet consumer conduct and security requirements?

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Pinesolutions's Comment

Written on: 29/08/2014

Good Afternoon

Thanks for bringing this to our attention, as discussed with you subsequently the conversation you had with our team that day deviated quite a way from our fraud checking process and the individuals concerned have spent some time retraining in this area. We apologise again for the conversation you were subjected to and we are delighted that we managed to resolve this to your satisfaction and retain you as the valued loyal customer that you are.

Kind regards

Philip Bloomfield
Customer Services Team Leader

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