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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think that banks these days are a disgrace and couldn’t care less about their customers?

117 replies

LunaNorth · 25/10/2024 18:38

This is long, sorry.

I needed to visit a bank today, to pick up some cash I ordered yesterday.

I had to drive 12 miles to my nearest city to do this, as every bank in my market town has closed.

The bank in question has a greeter, some tables for people who have appointments, a bunch of self-service machines, and one cashier.

There was a queue at the cashier, of course, and the man in front of me had a lot of complicated business banking to do, and was taking ages. Not his fault - there was only one cashier.

An elderly woman joined the queue behind me. She must have been at least 80, had a stick, and was leaning against a pillar as there was no seat near the cashier counter.

We exchanged pleasantries and I offered to let her go in front of me so she wouldn’t have to wait much longer. But the wait was still getting too much for her, so I walked the length of the bank to get her a chair to sit on, as she was looking quite tired.

Meanwhile, a woman who clearly had severe mental health issues had joined the queue. When she first arrived, she was managing to keep herself calm, but as the wait went on, she was getting more and more agitated, until a member of staff had to come along and try to calm her down.

When the elderly lady finally reached the counter, I heard her saying to the cashier that her local branch had closed down and she’d had to come all the way into town. The lady replied that the bank visited her area for two hours once a week, but she wouldn’t be able to pay cheques in or withdraw cash.

What good is that then?

It struck me as I was standing there that modern life is utterly shit for the most vulnerable. Some octogenarians might be able to negotiate banking apps, but very many won’t. The woman with mental health issues should have been in some form of supported housing, getting help with life admin - instead, she was in a stressful situation, and being treated like a nuisance as a result.

And how hard is it to provide two cashiers and a fucking chair?

Sorry for the rant. I ended up feeling quite sad standing there today.

TLDR - Barclays Bank - all banks - are bastards. AIBU?

OP posts:
SabreIsMyFave · 25/10/2024 23:54

TheHangingGardensOfBasildon · 25/10/2024 23:52

I suppose so - but it's the potential waiting and not knowing.

If you lose your bag or have it stolen, at least you know that straightaway. If it doesn't show in your account, how long do you wait until you're sure it's been lost? What if you give up and go though all the faff of getting the payee to cancel and reissue (which they may not want the hassle or potential cost of) and then it was on the verge of clearing anyway?!

Show quote history

This. ^

0hshutupshirley · 26/10/2024 00:18

"agree hugely about lots of people over 70 going to places like the bank and post office and suchlike, for the company and for a chat,"
Sorry but the bank or post office are not the places to go if you want a bloody chat! It's so annoying when there's a massive queue, you're on your lunch break and someone at the front is having a chat!

maddening · 26/10/2024 00:29

SabreIsMyFave · 25/10/2024 23:14

But it's far more likely to get lost in the post - than it is to get stolen from your handbag on the way to the branch!

Show quote history

You can pay in cheques at the post office- no need to post it

maddening · 26/10/2024 00:31

ODFOx · 25/10/2024 23:32

'You can post a cheque to your branch saying ‘please pay into account number xxxxxxx sort code 00-00-00’ add your full name and address and sign. No need for paying in slips.'

Can anyone advise which banks allow this . Nat West 'lost' my cheques and told me this was not acceptable (although someone on the phone a couple of years ago had told me it was). I moved from Barclays because they didn't allow it either, to Nationwide who closed the nearest branch 11 days before they made the 'not closing branches' promise.

I'm in East Anglia/edge of the midlands and have changed banks in an attempt to get a decent service.
Nat West 17 miles away is open on Saturday morning open but only for a clueless idiot to direct us all to machines which can't answer our queries.
I'm not an idiot. I manage to hold down an intellectually challenging career, run a home, support elderly relatives, raised a clutch of children to adulthood (the last two at uni). I live in a semi rural area between 2 counties where I see perfectly normal people coming into the village food bank asking for advice because they can't access their money and can't buy what they need unless online.
No, most banks do not accept a handwritten note with 'please pay this cheque into my account' , even if account details are provided.
No, it isn't possible to get cash back from the local coop any more since they put a cash point machine in.
No, it isn't possible to get cash out of the machine since someone ripped it out if the shop-front with a digger and the decision was made not to replace it.
So, no, it isn't possible to buy a small amount of groceries from the market as you have no access to cash so you are stuck with the prices in the co-op.
So we switch to electronic bank transfer, which means that for every £5 you pay for potatoes, your greengrocer loses 25p to the bank.
When cash becomes unavailable to the masses and thus the small trader, the e if the small trader becomes less viable or the local cost if goods goes up for all. The only winners are the banks. This isn't about them saving money. It is about them making money.

You can pay cash and cheques in at the post office and withdraw cash at the post office.

XChrome · 26/10/2024 00:52

I belong to an ethical credit union that has no ties to fossil fuels. The service has always reflected their values as well. There are lots of chairs around and the staff has been most helpful and kind. It's a softer, less impersonal experience than the banks. It's also never busy like the big banks are, so you don't have to wait in line long. I went in once to buy a GIC, was able to see an investment advisor immediately, and it was all done in ten minutes. Do you have anything like that where you live?
I would never switch back to a bank from a credit union.

Noseylittlemoo · 26/10/2024 00:53

@maddening you keep mentioning paying and withdrawing money at post offices. But post offices seem to be closing at the same frequency as banks! Every single time I go in the "post office" at the back of the local gloomy WHSmith there is also a massive queue and only one desk out of five open!

maddening · 26/10/2024 07:05

Noseylittlemoo · 26/10/2024 00:53

@maddening you keep mentioning paying and withdrawing money at post offices. But post offices seem to be closing at the same frequency as banks! Every single time I go in the "post office" at the back of the local gloomy WHSmith there is also a massive queue and only one desk out of five open!

Maybe that is a postcode lottery, I have 10 post offices within a 10 min drive. My closest one is in my village within the local shop and open 7am to 11pm a 2 min drive or 10 min walk and no real queuing issues

Fizbosshoes · 26/10/2024 07:52

Are you sure the post office itself is open those hours? We have a small post office in the co-op. The co-op has one set of opening hours, the post office has another eg it closes at iirc 12.30pm on Saturday and not open on Sunday.

Cornercandy · 26/10/2024 08:03

I personally blame the banks' attitudes in lockdown days. One branch near me only allowed ONE customer at a time. The branch is big enough for 6 customers with social distancing. One at the counter, one queuing, two at the internal ATMs (putting a barrier between them) and another 2 queuing to use these. Not allowing anyone to go into the bank to use the counter when one customer was using an internal ATM was crazy!

Then the bank claimed that fewer people used them - duh! There was always a queue outside and some people were generally put off which the crazy SD policy. Then they increased the numbers to 3 at a time. 18 months- 2 years later, the branch closed.

If the banks followed my suggestion as above with allowing 6 customers in at a time, some of these branches would still be open today.

the80sweregreat · 26/10/2024 08:04

Modern life is just shit op, but like the proverbial frogs who don't know they are being boiled until the last minute we have all allowed this to happen by these big banks and corporations who don't give a fuck about anyone but themselves.

Cornercandy · 26/10/2024 08:05

The PO where I live is at the back of a non essential shop. They weren't allowed to open during lockdowns. Yet could easily done it by moving the clothes racks together or get the retailer to move them into storage, and put some barriers up, creating a corridor.

99point6 · 26/10/2024 08:19

I have been helping my elderly DM set up online banking with various banks. Every single one has required phone calls or branch visits. Special mention to Santander who couldn't get the phone number associated with the online banking checked, let alone changed, in branch. To top it off the branch managed to change all accounts to paperless statements after she said she did NOT want them.

Fizbosshoes · 26/10/2024 08:27

Cornercandy · 26/10/2024 08:03

I personally blame the banks' attitudes in lockdown days. One branch near me only allowed ONE customer at a time. The branch is big enough for 6 customers with social distancing. One at the counter, one queuing, two at the internal ATMs (putting a barrier between them) and another 2 queuing to use these. Not allowing anyone to go into the bank to use the counter when one customer was using an internal ATM was crazy!

Then the bank claimed that fewer people used them - duh! There was always a queue outside and some people were generally put off which the crazy SD policy. Then they increased the numbers to 3 at a time. 18 months- 2 years later, the branch closed.

If the banks followed my suggestion as above with allowing 6 customers in at a time, some of these branches would still be open today.

I remember queuing for an hour for the bank during lockdown. The bank was then open about 4 hours a day on 4 days a week. Then less days a week, then it closed.

DH once went to the bank to withdraw several hundred pounds of cash. (I cant recall what for) The cashier asked if he had the barclays app. He does. Then they said you can order up to £1k to collect from an ATM (aka why are you coming to a bank?)
I'm pretty sure most people, if withdrawing large amounts of cash, wouldn't choose to do that in a public street.

Galliano · 26/10/2024 08:32

ODFOx · 25/10/2024 22:07

My daughter sold her car. The DVLA sent her a cheque for her tax. The nearest bank is 17 miles away and she doesn't have a paying in slip in the back of her (unused) chequebook like in the olden days to put one in the post. Similarly, I closed a credit card account and Nat west sent me a cheque, presumably written by someone with no fingers, in spite of the fact that I have three accounts that they could have paid it in to. I have a full time job, it takes 50 minutes to reach and park within walking distance of my nearest branch.
Basically the larger organisations ( incl those who send out share dividends) are relying on the fact that we cannot cash the cheques. Total Bastards

She should be able to pay her cheque in from the mobile app using an image of it

the80sweregreat · 26/10/2024 08:37

You can pay cheques in via the app. It is clever how it works , but I appreciate that not everyone could work it out as it needs a bit of knowledge of the app and a steady hand to take a photo of the cheque etc.
Another example of having to do everything yourself though

isthesolution · 26/10/2024 08:37

I think sadly it is the same with everything.

Customer service is dreadful, nothing is ever anyone's fault and it's extremely hard to get good service!

Example - my elderly mother gets a dishwasher put in. It breaks but is under guarantee. She rings the phone number and waits a long time to get through. Is asked to pull the dishwasher out to get the serial number from the back. She says she can't so they refuse to fix it. She's helped to get the serial number. Rings back and waits again. The lady on the phone is polite but my mum struggles to understand her accent. Mum is asked to confirm a serious of 'yes' 'no' questions. 'Are the lights on when the door is shut?' 'I don't know, because when the door is shut I can't see the lights' 'so the lights are off' 'I don't know' 'we need to know before we will be able to help you'

It's awful for the older generations but equally customer service is awful for everyone. You make a phone call and it's not their department/you need to go online/download the app etc.

000EverybodyLovesTheSunshine000 · 26/10/2024 08:40

Totally agree.
Supermarkets too!

TheDowagerCountessofPembroke · 26/10/2024 08:47

ODFOx · 25/10/2024 23:32

'You can post a cheque to your branch saying ‘please pay into account number xxxxxxx sort code 00-00-00’ add your full name and address and sign. No need for paying in slips.'

Can anyone advise which banks allow this . Nat West 'lost' my cheques and told me this was not acceptable (although someone on the phone a couple of years ago had told me it was). I moved from Barclays because they didn't allow it either, to Nationwide who closed the nearest branch 11 days before they made the 'not closing branches' promise.

I'm in East Anglia/edge of the midlands and have changed banks in an attempt to get a decent service.
Nat West 17 miles away is open on Saturday morning open but only for a clueless idiot to direct us all to machines which can't answer our queries.
I'm not an idiot. I manage to hold down an intellectually challenging career, run a home, support elderly relatives, raised a clutch of children to adulthood (the last two at uni). I live in a semi rural area between 2 counties where I see perfectly normal people coming into the village food bank asking for advice because they can't access their money and can't buy what they need unless online.
No, most banks do not accept a handwritten note with 'please pay this cheque into my account' , even if account details are provided.
No, it isn't possible to get cash back from the local coop any more since they put a cash point machine in.
No, it isn't possible to get cash out of the machine since someone ripped it out if the shop-front with a digger and the decision was made not to replace it.
So, no, it isn't possible to buy a small amount of groceries from the market as you have no access to cash so you are stuck with the prices in the co-op.
So we switch to electronic bank transfer, which means that for every £5 you pay for potatoes, your greengrocer loses 25p to the bank.
When cash becomes unavailable to the masses and thus the small trader, the e if the small trader becomes less viable or the local cost if goods goes up for all. The only winners are the banks. This isn't about them saving money. It is about them making money.

I sent in a handwritten note to Nationwide and it was fine with them.

Dontcallmescarface · 26/10/2024 08:52

I applied for a credit card online. I had to send proof of identity so uploaded a photo of my passport details. The system would not accept that and I was told to "apply in person at [my] local branch". My "local" branch is an hour's drive away so nah, won't bother thanks. Making life harder for your customers is probably not great business sense, but what do I know?

TheDowagerCountessofPembroke · 26/10/2024 08:52

Galliano · 26/10/2024 08:32

She should be able to pay her cheque in from the mobile app using an image of it

Show quote history

Depends on the bank. I can’t with mine.

IKEAJesus · 26/10/2024 08:59

TheDowagerCountessofPembroke · 26/10/2024 08:52

Depends on the bank. I can’t with mine.

Show quote history

I technically can with mine but it doesn’t always work, so then I have to go into a branch anyway

Fizbosshoes · 26/10/2024 09:00

The barclays app has the cheque facility but it's shit. I'd say it works 1 in 5 times

Londonrach1 · 26/10/2024 09:02

Yanbu. Barclays is the worst but they all as bad as each other. No longer the local bank

the80sweregreat · 26/10/2024 09:07

Places like Currys and so on are quick to sell you the yearly extended warranties or whatever, but try using it and it's all faff ( as detailed below )
Sometimes I think ' it's just me' but it clearly isn't

the80sweregreat · 26/10/2024 09:09

Customer service anywhere simply does not exist. It's a disgrace how badly we are treated.