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

[SmeganMegan]

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.

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.

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

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”.

Came here to ask the same question

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 💀

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

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

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.

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

I don't know for sure what he was doing. But you're missing the point. Banks have a system.

It's like when you go to a and e, the hospital will see the most urgent patients first.

Banks deals with the most necessary and urgent customer needs first.its not personal to you.

So if a customer came in after you to do something that can only be done in branch. He would probably be dealt with before you, who could do it on the app yourself.

I wouldn't take it personally. Its just how they work.

And they do a good job of it. They annoy people with less urgent tasks so much, that these people won't go back into branch in future

Mine was urgent though. If I didn’t get it paid today then my operation would be cancelled.

I don't mean urgent as to what you were doing it for.

I'm sorry to hear you are having an operation. But to be honest, what you are using the money for, is not what the bank is concerned about.

I mean urgent in the banks priority.

can this only be done in branch. That's marked as more urgent on the banks scale.

Certain things can only be done in branch

Can it be done on the app. That's marked as less urgent on the banks scale

Well then why didn't you ask him? 🤷‍♀️

It sounds like you were being awkward for awkward sake.

That's why you ended up being there over half an hour so you brought it on yourself.

YANBU it's dreadful. I only use my local branch to pay in cash. They practically chase you out the building if you try to do anything else!

They really need to invent something other than old style banks anyway. That banking system is so old fashioned.

Revlolut is making a start in new banking practices. They let you transfer money to phone numbers

If he's sitting at the counter serving customers then he's well capable of carrying out a transaction for you.

He knew what you wanted done, he knew how long it would take, the paperwork could have been put to the side for 5 minutes especially as there was no other customers.

If the bank are offering a service then they should fulfil it .

He'll be the first one moaning when counter services are closed down and he has no job. It happened here in Ireland, pushing apps, ATM machines etc and then the government tell people there'll be no more counter services, yeah.. that didn't last long.

I have worked in banking before and the set up you explain sounds like he was manning the welcome/check in desk. When I was in banking it was procedure to not do services such as transfers from that desk as if lots of people were to come in it would cause a q.
He probably saw you had been waiting a while and did it to try and be helpful. Just for you to moan about it. Wish he bets he didn't bother

I don't think he'll be moaning at all if he has no job.

I used to work in banking, and I never ONCE thought, "if I don't help this customer I won't have a job".

It was actually part of my job description, and written in my training manuals, that i must direct the customer to use the app, if its something that can be done on the app

Banks can't do every little thing for customers. What is important to banks is getting rid of timewasters and being efficient.

It would be like if I went to a and e i. hospital with a small cough, I would be told to leave.

I remember when i worked in banking, i would direct people to where they could do what they needed on the app, and a couple of customers would say to me "i know I can do it there but I'd rather talk to a person. You know, I want to keep you in a job".

Like they were doing me a huge favour coming to me to get me to do it for them. Lol.

Them timewasting wasnt keeping me in a job. Me being effficient and prioritising customer needs was actually what was keeping me in a job.

We were checked on everything. And if I helped a customer where it was something that they could do themselves on the app, I would be marked down for that.

"What is important to banks is getting rid of timewasters and being efficient."

@Kellyanne555 You sound a little institutionalised, and maybe even contemptuous of customers.

I was a contractor for a bank, not an employee, so I guess I saw things differently. I agree though, with what you said about banks planning to phase out branches altogether. The bank I worked for was considering offering banking services via corner shops, similar to customers using them for Evri drop-offs.

I think accessibility (and safety) for vulnerable or higher need customers is a huge issue, but it's not sexy like the rest of the ESG bollocks so it doesn't matter. Just use the app, shut up, don't bother us. Oh, you were a victim of online banking fraud? Your fault, for being stupid and confused by technology.

Hmm I wouldn't say I'm institutionalised.

I'm just realistic about how banks work.

They care about efficiency over customers personal situations.

Right or wrong it is what it is.

Most companies not just banks , prioritise their profit and efficency over customer service.

At least more financial options are becoming available to customers.

Revolut is a lot more flexible for money options. However revolut have absolutely no customer service people either

From my own experience, banks often won’t help those who need their help because they can’t use the apps/digital access.

The shift to digital first is very hard for those who are independent enough to deal with their own affairs -and don’t want them taken over but aren’t digital savvy enough to cope with the modern requirements

I think this is crap op and yes I would complain. I agree he's probably been told to behave like that but it is no way to treat a customer.

Barclays used to do that as well - go down the queue and try and get people to use the machines. I hate Barclays but it was the account the PTA used and I was Treasurer. They were completely useless when they gave internet access to the PTA accounts to a previous signatory (who'd been taken off years ago) and really didn't see why it was a problem to have ignored the 2 signature rule we had in place.

Barclays also suggested the Head (one of the other signatories) should accompany me to the bank during the school day!

I do wonder what older and disabled people do if they can't use digital.

why?

you're only making your own life harder

I think though it's all part of the same push to make it all completely removed from real locations with real people you can talk to.

I think that’s really well put. It really is depressing reading the contemptuousness for the customers (the lols give it away) from those who speak for banks. And from those who can’t imagine a world where the absence of a basic service locks out some customers entirely, because the app is convenient for them. It really worries me