Wilson PonCUSTOMER SERVICE AND THE BANKS
July 11th 2008 22:23
Why should I give my money to an organisation that fails to provide the expected levels of service? I don't even give them my money - they just take it out of my account!
Last week I asked the bank who operate nationally in Australia to justify their reason for increasing their monthly charge for not using their credit card merchant facility from $2.20 a month to $24.20 - a tenfold increase. Note for not using. $24.20 a month for a facility that was not used.
No prior notification was ever received. After being transferred all over Australia by people with appalling English language skills, an embarrassed call centre person who could converse in English was unable give me a reason or justify the charge.
A refund was promised - but no surprise - has not eventuated.
A fax follow up was provided by me at the request of the bank - but no surprise - this fax was not even acknowledged, let alone acted upon.
My 'personal banker' ignores my requests for information - nothing new.
All this after five previous requests for a new identification plate for my credit card merchant facility were completely ignored.
And banks in Australia wonder why they have an image problem!
The author covers wide ranging customer service topics in his Business Development Manual, CUSTOMER SERVICE FOR THE 21ST CENTURY
[LINK=www.sydneybusinesscentre.com]
Last week I asked the bank who operate nationally in Australia to justify their reason for increasing their monthly charge for not using their credit card merchant facility from $2.20 a month to $24.20 - a tenfold increase. Note for not using. $24.20 a month for a facility that was not used.
No prior notification was ever received. After being transferred all over Australia by people with appalling English language skills, an embarrassed call centre person who could converse in English was unable give me a reason or justify the charge.
A refund was promised - but no surprise - has not eventuated.
A fax follow up was provided by me at the request of the bank - but no surprise - this fax was not even acknowledged, let alone acted upon.
My 'personal banker' ignores my requests for information - nothing new.
All this after five previous requests for a new identification plate for my credit card merchant facility were completely ignored.
And banks in Australia wonder why they have an image problem!
The author covers wide ranging customer service topics in his Business Development Manual, CUSTOMER SERVICE FOR THE 21ST CENTURY
[LINK=www.sydneybusinesscentre.com]
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