complaining to the bank - they've texted me!

[lurkerspeaks]

I wrote to complain to the bank.

They have not replied to my letter. They haven't even tried to telephone me but have instead text messaged me (at 8pm) asking me to phone them between 9am and 6pm.

I am very cross. I took the time to write a letter and I want a letter back. In addition, if I want to take my complaint further (to the ombudsman - it is serious) I will need their response in writing.

AIBU in thinking this is very poor customer service.

It's sloppy service but if your letter has been handled by a junior/young member of staff they may think that a text is acceptable. (They don't like writing things much.) They also might forget (because they don't pay the bank phone bills) that you might have to pay through the nose for a phone call to them.

Write back to the manager (or email - that's perfectly acceptable vis a vis the ombudsman) and ask for a written response.

It will have nothing to do with a "younger" member of staff and everything to do with idiot management making up cost saving "helpful" rules for staff to follow which are intended to be convenient for customers but are more likely just annoying.

did you specifically ask for a response in writing? If not do so.

Don't assume it's actually from your bank - it could be a conveniently timed scam!

I've just had a couple of important things go missing in the post. At least that can't happen with a text.

You gave them your number, so I guess they thought it was okay to use it.

which bank? RBS are handling my complaint v badly atm

I didn't specify a reply in writing but I took the time to write as telephone reconcilliation has not been possible.

I didn't provide my number specifically they have it on file as they text you to verify online transactions.

This is also how I know it is them.

Not RBS.