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Original poster

To think this service was just terrible? This man was on a power trip

109 replies

SmeganMegan · 10/07/2024 16:18

I went into my local bank branch to make a transfer - it was above the daily limit I have on the app. At the counter the man again tried to force me to use the app, advised I couldn’t as I’m over my limit, he said to use facial recognition to increase the amount - I didn’t want to (politely).

He made me wait in the queue to be served by someone at the desk. 30 minutes I sat there, she was still serving the same customer that entire time.

The guy eventually walks over to me and takes me back to the counter to do the transaction. No apology at all and clearly could have done the transfer for me there and then.

For reference it’s a small branch and there was only me and the other customer in there when I walked in.

OP posts:
Secretslimmer · 10/07/2024 18:23

SmeganMegan · 10/07/2024 17:55

But he chose not to do the service when I was first at the counter.

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I think it’s terrible the shift banks are making.
I’m happy to use apps for me.
But I have to spend a lot of time trying to sort out banking for my elderly parents because their local branch insisted on making them use the app, despite the fact they had walked to the bank because they can’t cope with the app.
In the end I just do all their banking when I am with them, and can use the app instead of them doing it.
But sometimes it goes wrong - mum cancels a payment or direct debit in error etc - and I have to do a big round trip just to sort a payment, because all the codes and verifications get them confused. Their local Nat West branch has closed now - which actually won’t make too much difference as it stopped providing help, other than pointing customers to the app some years ago, but I think there is a real problem with banks and utilities locking out those who don’t want to use apps for any reason and also for those who don’t have the digital skills to keep up

Missamyp · 10/07/2024 18:23

SmeganMegan · 10/07/2024 18:17

I don’t know if there’s an option to decrease it. Or if it’s a long process.

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Why didn't you ask?
You made a decision not to use the app the downside for you was being made to wait.
Cest la vie.

Original poster
SmeganMegan · 10/07/2024 18:17

SwanRivers · 10/07/2024 18:03

Why didn't you just increase the limit on the app and then decrease it when you were finished?

I don’t know if there’s an option to decrease it. Or if it’s a long process.

OP posts:
Original poster
SmeganMegan · 10/07/2024 18:16

Kellyanne555 · 10/07/2024 17:58

Sorry OP I agree with her.

I think you were harsh on the man.

He told you what you wanted to do -could be done on the app.

Then he helped a customer that needed to actually go into branch for something. As he was filling out paperwork for her

If I went into my branch to do a funds transfer, they would also tell me to do it on an app. There is no need to go into a bank to do it

Edited
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How do you know he was filling out paperwork for a customer (who was a man) that had left the branch?

OP posts:
Howdidtheydothat · 10/07/2024 18:15

Barclays is like this…have popped in when going past as needed to make a large transfer (could do it online but easier face to face than updating apps, ID etc). They had the time to tell me how to do it online but not make a few clicks to do it there and then. They actually go down the customer queue line asking what you are there for and, actively send as many away as possible. Death of high street banks in the hands of its own employees 💀

theescapeladder · 10/07/2024 18:10

SwanRivers · 10/07/2024 18:03

Why didn't you just increase the limit on the app and then decrease it when you were finished?

Came here to ask the same question

BESTAUNTB · 10/07/2024 18:08

My previous employer (not a bank) had a policy of punishing - sorry I mean “offering constructive criticism to” - employees who didn’t push the online options to customers. So he was probably following guidance.

I suspect that a complaint would not be upheld and that they’d pay lip service to it (“I’m sorry if you felt xyz blah blah blah”.

SwanRivers · 10/07/2024 18:03

Why didn't you just increase the limit on the app and then decrease it when you were finished?

Kellyanne555 · 10/07/2024 18:02

Banks are a bit of a strange system alright

Because they want your money to keep them going. But they don't want to provide any customer service at all really.

But they can get away with it, because they're essential. People need to use them.

mummyh2016 · 10/07/2024 17:58

Echoing @Kellyanne555

My DM used to work on the counter for a main bank. They were checked on everything. They were told they had to try to sell loans/credit cards to every customer. Fine but the branch she worked at was in a very deprived area. It was a complete waste of time as most of the customers coming in would fail the credit checks so even if they were interested it wouldn't go through. She ended up taking early retirement 10 years ago as the bank brought in new exams and courses for the staff to take to keep their jobs. She'd been doing the job for 40 years at this point, it was a slap in the face. The branch she worked at ended up closing a couple of years later.
The banks don't want to help you with something you can do yourself. With the greatest respect you upping your transfer limit won't be making them any money. A 30 minute wait is enough to put anyone off and make you think next time I'll do it myself on the app. That's the whole point, as frustrating as it is. Don't blame the worker, blame the bank who are all pretty much the same.

Kellyanne555 · 10/07/2024 17:58

Anyway you go it done. So alls good

Kellyanne555 · 10/07/2024 17:58

SmeganMegan · 10/07/2024 17:56

Jesus. Are you his mother? You’re very defensive of this angel of a worker you’ve never met otherwise.

You also don’t need to comment numerous times, it’s weird and obsessive.

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Sorry OP I agree with her.

I think you were harsh on the man.

He told you what you wanted to do -could be done on the app.

Then he helped a customer that needed to actually go into branch for something. As he was filling out paperwork for her

If I went into my branch to do a funds transfer, they would also tell me to do it on an app. There is no need to go into a bank to do it

Original poster
SmeganMegan · 10/07/2024 17:57

Kellyanne555 · 10/07/2024 17:47

He didn't force you though.

I presume he suggested it.

Listen I do understand it from your side too.

It can be inconvenient to not be helped strwightaway and i know that some customers would prefer to send large amounts in branch.

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He suggested it and I said I’m aware but no thank you I don’t want to do it.

Then when he decided to serve me, he again tried to make me do it. If I’ve said no then they should just accept that:

OP posts:
Original poster
SmeganMegan · 10/07/2024 17:56

whathasitgottodowiththepriceofoliveoil · 10/07/2024 17:51

Ok so when he finished his paperwork he helped you. He can't do it all and you've no idea how important it was he did the paperwork first.

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Jesus. Are you his mother? You’re very defensive of this angel of a worker you’ve never met otherwise.

You also don’t need to comment numerous times, it’s weird and obsessive.

OP posts:
Kellyanne555 · 10/07/2024 17:55

From working in a bank last year, I think they will get rid of branches altogether soon.

Banking is moving fully online

Original poster
SmeganMegan · 10/07/2024 17:55

whathasitgottodowiththepriceofoliveoil · 10/07/2024 17:52

Nor could he

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But he chose not to do the service when I was first at the counter.

OP posts:
Original poster
SmeganMegan · 10/07/2024 17:54

whathasitgottodowiththepriceofoliveoil · 10/07/2024 17:50

This. And he tried to help you with the app thing. Maybe he's given targets to get people to use the app. Your branch will probably close soon.

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I do use the app regularly as stated.

I haven’t been into a branch in years as stated.

I don’t need help using the app.

If it closes then it closes. I work in a city centre which has a large branch so it won’t make any difference to me.

OP posts:
whathasitgottodowiththepriceofoliveoil · 10/07/2024 17:52

SmeganMegan · 10/07/2024 17:45

Well funny thing is I can’t see into the future and didn’t think I’d be sat there for that long.

I don’t want to increase my limit and I shouldn’t be forced into doing that when he could have done it the minute I walked in.

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Nor could he

whathasitgottodowiththepriceofoliveoil · 10/07/2024 17:51

SmeganMegan · 10/07/2024 16:43

He served one other person who came in after me. And was then was sat there after they left filling in paperwork

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Ok so when he finished his paperwork he helped you. He can't do it all and you've no idea how important it was he did the paperwork first.

whathasitgottodowiththepriceofoliveoil · 10/07/2024 17:50

Thinkyouare · 10/07/2024 16:21

I don't know why you'd assume power trip. It's probably not strictly his job and he thought you'd only be waitng a short time, but when he realised how long you'd waited decided to help you.

When I was branch manager, I was capable of doing any of the tasks, but it wasn't really my job to do it.

This. And he tried to help you with the app thing. Maybe he's given targets to get people to use the app. Your branch will probably close soon.

ZebraD · 10/07/2024 17:49

Thinkyouare · 10/07/2024 16:21

I don't know why you'd assume power trip. It's probably not strictly his job and he thought you'd only be waitng a short time, but when he realised how long you'd waited decided to help you.

When I was branch manager, I was capable of doing any of the tasks, but it wasn't really my job to do it.

such a good example of customer service! You do realise that without customers you are without a job! Shit attitude!

Kellyanne555 · 10/07/2024 17:47

SmeganMegan · 10/07/2024 17:45

Well funny thing is I can’t see into the future and didn’t think I’d be sat there for that long.

I don’t want to increase my limit and I shouldn’t be forced into doing that when he could have done it the minute I walked in.

Show quote history

He didn't force you though.

I presume he suggested it.

Listen I do understand it from your side too.

It can be inconvenient to not be helped strwightaway and i know that some customers would prefer to send large amounts in branch.

Original poster
SmeganMegan · 10/07/2024 17:45

Kellyanne555 · 10/07/2024 17:43

You have the right no to.

But if it was me I would have done a quick facial recognition to increase the limit, then sit for half an hour in the branch.

Edited
Show quote history

Well funny thing is I can’t see into the future and didn’t think I’d be sat there for that long.

I don’t want to increase my limit and I shouldn’t be forced into doing that when he could have done it the minute I walked in.

OP posts:
Kellyanne555 · 10/07/2024 17:44

SmeganMegan · 10/07/2024 17:42

But surely in my instance of why I had used the app and personally didn’t want to increase my limit from £750 to £20K to send the rest then that’s justifiable for both sides?

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Yes it is.

It's his Job to tell you that you can do it on the app.

You have the right to refuse.

Original poster
SmeganMegan · 10/07/2024 17:43

INeedAnotherName · 10/07/2024 17:30

I hear you OP. I wanted to withdraw 1K in branch and they tried (repeatedly) to get me to go outside, in the street, and use the ATM. The ATM that only lets you withdraw £200 in one go. So instead of one, very quick transaction in the safety and security of inside a building they wanted me to do five separate transactions where muggers and thieves are watching, in the rain 🙄

They really hate customers.

Did they eventually do it for you?

OP posts: