Nationwide Building society. How many missed calls would you consider excessive

[hoxtonbabe]

Hi All,

So I am going to keep this a brief as possible.

Long story short branch manager was trying to reach me following a complaint I raised. When they called I was on way/in hospital for something that meant I was going to be in hospital for a few hours and afterwards feeling knackered/in some pain, essentially a full day thing when you consider getting ready, getting to the hospital on public transport, etc.

They obviously didn’t know this but naturally I couldn’t answer my phone, and the plan was to get home and return/reply to any calls/ messages regardless of who they were from plus at the time I didn’t actually know who was calling me my main focus was my hospital appointment.

So if someone was trying to get hold of you and not an emergency situation how many calls or messages would you deem reasonable or if you was the person calling, how many times would you consider reasonably enough to cover yourself/show that you tried?

Once or twice and then maybe the next day and I’d leave a message also, that would be it.

If your preference was to be contacted by phone they would try maybe two or three times. And if they then didn’t get a response they would write to you.

You can always call them on 0800302015 to get through to the complaints team directly.

Tell your bank you don't deal with banks and financial details by phone and to write a letter to you so that you can keep adequate records. Data protection etc

I’d say twice at most in a whole day and a voicemail asking you to call back or letting you know they’ll call the next working day.

Then they should give up after calling you for three consecutive days if you don’t return the call.

Maybe twice with potentially a voicemail and also possibly a message.

This isn’t the issue although I do understand what you mean if it was to talk in depth about my actual finances/bank account. I definitely wouldn’t have that conversation in public on my phone and I would call the bank, go through my security to make sure it was actually them calling.

I am trying to gauge what is considered a reasonable amount of calls to try and get hold of someone. It doesn’t even have to be in relation to your bank, just in general, but excluding emergencies.

Bear in mind that sometimes businesses use phone software that may make the person calling think the phone isn't ringing (bitter experience), so they may have been trying repeatedly thinking the call wasn't connecting.

I once tried to call someone several times from work using Jabber and each time there was no ringing tone, so I was thinking they must've had no signal or something. But they were picking up to a silent call and getting very angry (understandably).

You obviously know it isn’t a reasonable amount or you wouldn’t be asking. Stop with the faux oh I’m just trying to gauge…

Say how many times they contacted you and then people can tell you if they think it’s excessive

otherwise this is a pointless post 🤷‍♀️

When I used to work in customer service in a call centre, it was 3 attempts at varying times in the day, so 1 in the morning, at lunch, at late afternoon. Voicemail with return contact details left, then an email/letter to close after the 3rd attempt.

I was waiting to get a bit more replies!

Come on, it's obviously excessive or you wouldn't ask. Just say how many missed calls you had!

Just write a proper OP saying how many times they called and whether or not it’s excessive. This really isn’t interesting enough to get pages and pages of guesses.

No body reads the replies anyway, just the original post.

It will keep going long after you tell us!

500 times?

4 ?

I wasn’t waiting for it to get to pages, but I wanted to get more than 5 or 6 replies so I know it’s me not going nuts.

Anyhoo they called at the following times

9.11
10.30
10.31
11.18
13.25
16.07
16.21
16.28

In addition left a voicemail, a text and an email. When I said to the investigator that it was excessive his response was that it was normal, to call that many times they have a procedure to follow and they will call as often as they need to try to reach you, I said but a couple of calls and the messages would be enough and I would have got back to them. The problem was my phone was constantly buzzing off ( it’s on silent but vibrate) and I didn’t want to bother others around me which made me turn off the phone which I never do as I literally only get on average 2 calls a week, he then said if I didn’t want to be disturbed I should have switched off my phone, I said but I don’t usually get back to back calls so I never have to turn off my phone plus I have children so I rarely switch off my phone ( I also have a son with mild learning difficulties who struggles sometimes with route planning/directions so will call me to help him out but I didn’t tell him that)

Personally I am of the same view as most so far that have said a couple times calling and a voicemail or email. Nationwide think is normal and reasonable to ring down your phone 8 times in 8 hours.

Does it really matter though? No harm done, no inconvenience caused.

Well according to the investigator if that what it’s takes then so be it 🤣

When I’m sitting in the hospital for my procedure… no one wants that when already stressed and anxious

I guess 8

Ok I read the replies.

Sorry I’m trying to improve myself.

People work differently, this person had your complaint to address and probably wanted to progress it for you and not have the task outstanding. My phone rang twice during a test last week, it wasn't ideal but it was my fault for not putting it on do not disturb.

Depends a bit on the context.

If I’m calling from work, and the person I’m calling has made it clear that this is important and expect it to be handled as a priority (and I agree with that, or I’ve been told to treat is as such) then I’d go for once an hour or so. Particularly if the next step is dependent on the outcome of the phone call.

If it’s dross admin stuff, then once every few days.

(Flip side, I was raging with virgin money a whole back for totally locking out my account, and making a single call with an unintelligible voicemail as their effort to contact me about it).

Eight calls is excessive. I'd call twice and leave a voicemail OR an email, not both.