AIBU - how shit customer service (AI) is

[onceinabluemoon2]

I realise that Covid has made things worse but whoever I speak to agree that customer service is absolutely awful, especially when it comes to banks, insurance companies etc etc. It's impossible to talk to anyone and if your query doesn't neatly fit the 'AI mould' you're stuck in the online equivalent of no-man's land. Or purgatory might be a better description!!!

Background (and sorry for the lengthy post):

Example 1: kids needed bank accounts. Advised to open online and followed instruction. DC1's went well, DC2 never received the card/details etc. Called up and appears that someone bank side had not fully activated the account. Was advised to come into branch with ID etc. Fast forward a couple of months (as I didn't get around to it), so called again to check that we should definitely go into branch for the issue and it was confirmed by the person on the phone. Lo and behold, went into branch and they said the account was not fully activated so we needed to apply for a new one. But they couldn't do it. So I went into town in vain after having checked twice before. So, so frustrating!
When we're now trying to do it online, somehow the verification this time didn't work and I'm now trying to get through to a HUMAN but the AI / bot is so frustrating and cannot understand the query. FFS!!!

Example 2: my elderly mother has BT and there was a problem. Whilst talking to someone about it they suggested there are better deals for her and upgraded broadband. Went ahead (took a while but they were very good) and managed to half costs for faster broadband and a digital phone. Booked in appointment, all set. Then almost immediately realised she had a medical appointment so called back and asked, could we have the AM slot after all. Different adviser and he said he couldn't change it on the spot but would do something in two days time, i.e. having to start all over again to book it in. When checking the progress a few days after, it seems he cancelled the order without rebooking it and when I asked could we have the deal that person said, no. Which is absolutely shocking as THEY cancelled it in the first place. I asked to speak to a manager but was told someone would get in touch within 48 hours. Guess what, they didn't. FFS!!!

These sound like human errors rather than artificial intelligence

These examples suggest more AI is needed. It's humans that are failing you.

I feel you.

The British Gas one is impossible. After loads of button pressing you get to: "Now say in a few words what we can help you with today."

If it was anything simple, I would have done it online. Last time I phoned them it didn't understand "Bereavement". I choose that word because these big companies usually have a team called the Bereavement Team to deal with deceased customers' affairs. But it kept replying: "To pay a bill?" NO!

My advice would be, go to another bank. Some of the building societies still seem to have decent customer service.

@Dotjones well the AI answering service was pretty crap and awful in both cases to be fair. The problem is if you have parameters set by a computer system, and the humans you speak to don't have the privileges to bypass them. So frustrating!

Let me moan, I'm so pd off. Took 8 weeks to get hold of Virgin to cancel my broadband. Finally got to speak to a human being, knocked £20 off the extortionate monthly price, set up new direct debit and said I will pay £30 a month from December. So they haven't done any of that. I'm looking at a bill for November, December, plus late payment fees etc. Can I get through to speak to anyone? NO. Why not? Because I don't know what my special bloody security number is. And I can't find out. I am fizzing. And they can whistle for their late payments.😡😡😡

I wasted hours and hours and hours with NatWest’s online customer service trying to resolve a problem with my online banking - a chatbot followed by online chat with a ”real” (offshored contact centre) person once you spend enough time shouting at the chatbot.

Eventually I gave up and stomped down to the local branch (we still have one!), and they sorted everything in 5 minutes.

I really feel for older people and those who are less digitally savvy.

Halifax bereavement team.
Pressed 1 it cut out.
Pressed 2 it cut out.
All the time a voice was saying 'your call is important to us'

British gas.
Didn't understand the word 'bereavement' or 'death'
In the end I said 'bill'

Prudential.
End up sending a letter.

YANBU. I moved house recently and spent hours on the phone to various people. Santander kept telling me different things about transfering money. If I hadn't been very organised I might not have had funds in place come exchange day.

Virgin Media sold me a package with internet and phone but never set the phone up. And now have no knowledge of what they actually sold me to put it through. I'm on my third try to get the old router returned. And they are so, so slow. Multiple phonecalls that could take 30-60 minutes. The saleswoman was terrible at listening to what I needed.

Three tried to sell me a contract much worse than my current one and seemed to have no understanding that I might not want to take it out.

OTOH Beehive were good. So were PlusNet And IKEA when I had a faulty desk. So honourable mentions to them (although the queue for spares ay IKEA was insane!)

It's crazy, isn't it?
Actually the issue with opening the bank account was with NatWest. It's like they don't want customers!!!