Recorded Calls & Banks- Data Protection

I called the Customer Relations Department at a bank yesterday and spoke with a lady re. a complaint. When I asked her on 4 occasions whether call was being recorded, she answered nothing. Then on 4th time I asked, she simply hung up! Is this typical? I note on bottom of headed paper from her office 'calls may be recorded'.

What should I do to follow up?

Depends

If you were being unreasonable and shouting at her, then you should call back and apologize.

If you were making an enquiry in a professional and mannerly fashion, then you should send a letter of complaint to the head of customer relations.

Brendan

Brendan

I am surprised you would immediately ask if i was abusive (or otherwise) to the bank staff member. You obviously don't know me and it would not be within me to be as such.

I was calling to ask to speak with the Customer Services Manager, who had written to me 3 times. I had left message yesterday evening for her to call back and emailed her.

Nothing sinister- just follow up on letters- and previous call

I am sure it could be just a personality problem/ clash! People in banks are humans too, but we should be able to expect same to be professionally trained- especially if the work in customer complaints/ relations/ care (or whatever they want to call that section...)

cmalone - judging by your posts to date (as listed via your profile) you seem to have a history of having problems with customer service people. Maybe this is just coincidental or bad luck. But perhaps there is another explanation?

Clubman- thanks for observation

I do indeed recognise what good customer service is and yes i am happy to expose same when it occurs- I'm sure similar to yourself any your own experiences in life, the vast majority of experiences are adequate or even more than that in most cases- but exceptions do arise and follow-up should be made if as a customer same was not received! Problems arise as one poster said when the people who are supposed to be looking after 'concerns' 'queries' or 'complaints' are not interested/ helpful!

Clubman, what's your approach? Have you been fortunate to never have had a bad customer service experience????

We would all like to hear...

cmalone said:

Clubman, what's your approach? Have you been fortunate to never have had a bad customer service experience????

Click to expand...

I'm sure that I have covered some of my experiences and my approach to such issues in other posts that you can find by browsing/searching.

Hi again Clubman

Thanks for that-

Hi CM

As I said, the fault might well be in the manner in which you complain. It is very odd, but not unknown, for someone to hang up on a caller.

The Financial Regulator has a booklet on how to complain.

Brendan

Thanks for feedback- It's a great case- as all calls were recorded- so the evidence is there!

The Customer Relations Manager had officially instructed the staff at her own section, the customer concerns team and the loans team to refuse to take calls if I rang! However, in her letter to me and from her loans department and also copy to the Ombudsman, she had stated that if i did not call the loan offer would lapse!

It now transpires that she made a mistake in the instruction- but i called all 3 sections so she can't simply pass it off as a small mistake- she had informed 3 different sections explicitly to refuse to take calls- It could only happen in Ireland- and I can't wait to see how she attempts to now 'wiggle' her way out of this one....

AAM is not the place for you to resolve your dispute with this financial instution.

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