This is more of a rant really but also to highlight what imho is how far some Banks have gone from anything that resembles customer service.
Basic background is I am Treasurer of a voluntary committee within an organisation. The accounts are with PTSB (my own personal Banking is elsewhere) and have been for many years (I am in SITU for 2yrs). 2 accounts with considerable amounts as quite a lot in and out and also a lot of fundraising. Anyhow Statements are sent out each quarter to the office of the organisation and the secretary sends them on to me etc. I am currently getting accounts in order and noted I had not received a statement since January. The office have no record of receiving it (and these ladies very diligent with these things). So I strolled in to my local branch to request a copy to be told they cant do anything and directed me to a phone to contact Customer Service. I then spoke with some chap who told me a re-issue costs €2.50 and he nor anyone else had the discretion to waive this. If I wanted to take this further I had to lodge a formal complaint which would be assessed by the complaints department! So although this not my money and only 2.50 I thought this was ridiculous but went ahead and filed a complaint. Today I received a letter outlining that my complaint had been looked into and as the original had been sent PTSB could not be held responsible for An Posts failings and as such my claim for a refund was being denied! I then received a call from a lady in to ascertain that I was satisfied with their "prompt" investigation into my complaint and that as a valued customer I was happy that this had been thoroughly dealt with! To say I was bemused was an understatement and although she sympathised with me stated that PTSB again could not be held responsible and the charge stands. Although it is not my money and a miniscule amount I informed the lady I was going to close all accounts and move to a different bank as I failed to understand any of their reasoning (this is the first time any request for anything has been made to them). Is it just me or is this bureaucracy gone mad? What a ferocious waste of time on a simple matter. Incidentally I asked a friend who is a manager in another bank and they thought this was hilarious and said that although rules everywhere have been tightened up there still exists some discretion albeit further up the food chain. Anyhow that my rant! And still 2.50 poorer!
Basic background is I am Treasurer of a voluntary committee within an organisation. The accounts are with PTSB (my own personal Banking is elsewhere) and have been for many years (I am in SITU for 2yrs). 2 accounts with considerable amounts as quite a lot in and out and also a lot of fundraising. Anyhow Statements are sent out each quarter to the office of the organisation and the secretary sends them on to me etc. I am currently getting accounts in order and noted I had not received a statement since January. The office have no record of receiving it (and these ladies very diligent with these things). So I strolled in to my local branch to request a copy to be told they cant do anything and directed me to a phone to contact Customer Service. I then spoke with some chap who told me a re-issue costs €2.50 and he nor anyone else had the discretion to waive this. If I wanted to take this further I had to lodge a formal complaint which would be assessed by the complaints department! So although this not my money and only 2.50 I thought this was ridiculous but went ahead and filed a complaint. Today I received a letter outlining that my complaint had been looked into and as the original had been sent PTSB could not be held responsible for An Posts failings and as such my claim for a refund was being denied! I then received a call from a lady in to ascertain that I was satisfied with their "prompt" investigation into my complaint and that as a valued customer I was happy that this had been thoroughly dealt with! To say I was bemused was an understatement and although she sympathised with me stated that PTSB again could not be held responsible and the charge stands. Although it is not my money and a miniscule amount I informed the lady I was going to close all accounts and move to a different bank as I failed to understand any of their reasoning (this is the first time any request for anything has been made to them). Is it just me or is this bureaucracy gone mad? What a ferocious waste of time on a simple matter. Incidentally I asked a friend who is a manager in another bank and they thought this was hilarious and said that although rules everywhere have been tightened up there still exists some discretion albeit further up the food chain. Anyhow that my rant! And still 2.50 poorer!
