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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to be really fucked off at the bank

29 replies

thefruitwhisperer · 07/03/2011 20:29

I went in last week to change my address. Was told at the counter I needed to see a PB, and needed proof of new address. I didnt have it so I said Id come back. Since found out from friend at the bank that this is untrue.

Went in today, and queued for an age. Was told at the counter that only a PB could do it, they only had one at that branch and she couldnt do it.

The exact exchange was this:

Cashier calling to PB over her shoulder: Suze, can you do an address change?
Suze : No, I finish in 5 minutes
Cashier, to me : Sorry, shes finished. Can you come back another day?
Me : No sorry, I work usually and this is my day off. Cant someone else here do it?
Cashier : No
Me : Can I do it over the phone then?
Cashier : No
Me : What should I do then? I need to change it this week?
Cashier, with attitude: Come back another day... [blank face]

The "no" was always in a computer says... tone. And how long exactly does it take for Suze to change my address?

This has really annoyed me!!!

OP posts:
JBellingham · 07/03/2011 20:31

Change banks and write to the chief exec to explain why.

YellowDinosaur · 07/03/2011 20:33

leave them and join first direct where sorting stuff like this is totally and utterly straightforward, where when you transfer money between accounts / to someone else it happens immediately rather than 5 days time (I mean how on earth can it possibly take this long) and they actually talk to you like a human being.

Tell your bank precisely why you are leaving.

FudgeGirl · 07/03/2011 20:33

PB?

WillieWaggledagger · 07/03/2011 20:34

gosh what bank? I changed address a few months ago with several different banks - two over the phone and one I went in and filled in a form (but could have done over the phone too)

it should be secure but not THAT difficult - change banks or escalate if you can be bothered

fruitshootsandheaves · 07/03/2011 20:34

PB = phuckin banker

GloriaSmut · 07/03/2011 20:34

Sounds like the sort of service Santander "treats" their customers to.

But regardless of which bank it actually is, take your account somewhere else.

Bringonthegoat · 07/03/2011 20:35

They want you to see PB to sell you stuff. Put the change of address in writing and post it to the bank. They will action it off your signature alone.

Also write a letter of complaint, threaten to leave the bank. They should take this seriously as they have damaged their relationship with you.

Original poster
thefruitwhisperer · 07/03/2011 20:35

PB = Personal Banker. Its Barclays. Dont want to leave as I have an Additions Account which gives me loads of great benefits.

I might use another bank as my main account from now on I think.

OP posts:
52Girls · 07/03/2011 20:36

Oh yes to First Direct. They're ace.

CountessVonKnackerstein · 07/03/2011 20:36

That's easy. You stand at the counter and demand she changes it there and then. You are the customer, you pay her wages. Leaving in 5 minutes is no excuse and is pretty shite customer service.
(I feckin' hate banks! I always have to do this (act a stroppy cow) with my local Hsbc and they always end up "finding someone" who can do this teensy task.)
Stand your ground!

Original poster
thefruitwhisperer · 07/03/2011 20:39

Under normal circumstances Id have done my nut, but it was sweltering in there and the baby started kicking off. Im going to write to them I think. Angry

OP posts:
MillsAndDoom · 07/03/2011 20:42

Thats dreadful service - bringonthegoat is right - they want to sell you insurance on your new house /additional life insurance etc etc

shoshe · 07/03/2011 20:42

Dont you have Internet Banking? I just changed mine on there.

Original poster
thefruitwhisperer · 07/03/2011 21:05

I didnt realise I could change it on internet banking. Although thats not really the point, I didnt expect such non-help from the branch!

I've just written a complaint.

OP posts:
maryjane71 · 07/03/2011 21:14

To be fair, the bank in question isn't to blame per se, the cashier is. Where I work we ask customers to put their change of address in writing because we need a signature - usually if the customer can't come in to the bank in working hours. Or if they can use chip and pin we'll do it there and then. Complain about the cashier's attitude.

However, branch staff are under enormous pressure to hit their sales targets. If sales are low and panic sets in then the counter staff will be told to refer all change of address customers to the customer advisor - because they may be able to get home insurance out of it and the cashier will earn his/her points.

A letter of complaint won't go any higher than branch level. It will be logged on the computer and added to the 'concern' target. All high street banks are the same I'm afraid. It's wrong on so many levels but that's the way it is.

WhenDoISleep · 07/03/2011 21:18

I had the same thing with Barclays when I needed to change my address last year.

Do you have the Telephone Banking service set up? If so, you should be able to change it over the phone - this is what I was told when I subsequently called about something else, and was contrary to the advise given in my local branch.

maryjane71 · 07/03/2011 21:20

Also, Barclay's Additions sounds like a package account: holiday insurance, mobile phone insurance, breakdown cover, home emergencies etc. etc. All banks have their own version

celebmum · 07/03/2011 21:25

Don't forget that when the cashier says he/she can't do something for you, it's not because they don't like the look of you it's because he/she has to follow the rules of that paticular company. Cashiers don't make these decisions, top dogs do and cashiers are the poor sods that have to face the public!!

maryjane71 · 07/03/2011 21:29

Do you work in a bank celebmum? Grin

ShinyMoonInAPurpleSky · 07/03/2011 21:30

I changed my address in Barclays on Wednesday - I went up to the cashier, asked to change my address, she took my card, I entered my pin in the pin sentry thing and wrote my new address down. She updated the computer and everything was finished. Didn't even look at my passport which I wasn't expecting.

siilk · 07/03/2011 22:09

God I left Barclay's and went elsewhere when they tried this trick on me. Also told me that I had to have my husbamd with me to approve/prove my change of name... I went mental.

Niceguy2 · 07/03/2011 22:14

Eh? I've been with Barclays for over 10 years. Moved houses several time. Not once have I been into a branch and had to see a PB to change an address.

To be fair it does sound like more shoddy customer service which you will get at any high street bank.

zipzap · 07/03/2011 23:17

If you do go back in to change it, make sure you have the details written out first. Then hand it to the person at the counter and if they kick off about using a personal banker, point out that it would be a waste of the PB's time as you don't currently need any insurance, savings accounts, change to your current account or any of the other bank product that they want to tell you about.

If she still won't do it for you, ask to see the manager there and then...

allsquareknickersnofurcoat · 07/03/2011 23:21

I changed my name and address with my bank back in the summer. Its still wrong.
With the baby I havent had chance to piss about going back in. Its my CC that is just being paid off, so too much fuss to change banks. Luckily, my maiden name statements go to my mums house!

Hatesponge · 07/03/2011 23:23

Barclays are shit, I have my mortgage with them but wish I didn't. I had a huge row with them last year over changing my account (offset mortgage linked to current a/c) to a 'both to sign' to stop ExP nicking any more money off me - local branch had never heard of a 'both to sign' then tried to tell me I needed to bring ExP in with me Hmm eventually sorted it out (after a 1.5 hr appt!) with a PB in a different branch, and got £50 out of Barclays complaints.

I now have another bloody complaint with them because they don't appear to understand the terms of the mortgage I have with them.....

Roll on me buying ExP out and I will be able to take my mortgage business elsewhere :)

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