When did banks become so useless?

[Temporarynameforthisone]

I have been trying to set up savings accounts for my three children. I’ve chosen the bank Halifax, I’ve managed to set up one account online but I’ve struggled to set up the other two because is ‘system errors’ so I visited a branch today.

I haven’t been in a bank for years! The branch I went in to was a vast empty space 😳 bare walls, no desks, 4 sofas in a square and right down the end two private rooms and two counters, that was it.

I told the cashier I wanted to open two savings accounts as I hadn’t been able to do it online. I was asked if I had my phone because they could ‘guide me’ on my phone. I said I’ve tried that that’s why I’ve come in to a branch because I would like you to open the accounts for me. I was told they would need me to do it on my phone and they would guide me. What??

This was Halifax. Is this norm now? If you go in to a branch to open an account you basically have to do it yourself whilst a member of staff ‘guides you’.

I had almost exactly the same experience just over a year ago.
I tried to open a savings account for my son with Halifax online. There was something that I couldn't do to finish the application - something their end not mine to do with that specific account so the website told me to go to a branch.

I had to make a special trip in and because I arrived 30 mins before they closed they couldn't help me and just pointed me back to the website and some advice that I must have been doing it incorrectly.

I did try again but same result- it wasn't me doing it wrong so I went back on a saturday with more time before they closed, and again they told me they couldn't do what I needed in branch. I had to firmly make my point and eventually they helped me and it all got set up.

It was way more difficult than it needed to be.
the irony was I would have been quite happy doing it all online if it was actually possible.

Barclays are absolutely useless. I had some unexplained debits going from my account. Rang them up as the local branch is closed (surprise, surprise). They investigated it, waited a few weeks and apparently it was my fault for authorising the payment!!!! Which I never did!! They wouldn't refund me the money as they have found it was my fault!!! I closed my bank account down the next day. I did eventually get the money back but the lack of service really put me off. Apparently I should have been sent a letter explaining everything......😳😳 Now with nationwide who still have a physical branch in my town.

But how is this ok? Lack of customer service, personal interaction, just wanting to get rid of people as quickly as possible? Use the website? Don't you think I've already tried, that's why I've come into branch? Are you talking to me like I'm dumb on purpose to irritate me?

How is this ok? Because humans do not matter. They can replace us from around the world. Our country has been destroyed by our elites, again. Only money matters.

I'm not with this bank anymore, but a few years ago I went into my local branch to change some money (I had a piggy bank and wanted to change the coins for notes).

I was told they couldn't help, as they were now cashless. A cashless bank. What?

They also seemed to do everything they could to avoid letting you actually speak to a cashier. Some staff member going up and down the queue saying "you can do that on the app - let me show you!" or directing you to the cash deposit machine instead.

I used a cheque deposit machine once, with a staff member standing over me and showing me what to do, and the cheque got lost. I had to chase for months before I actually got my money, so I'd always rather speak to the cashier.

Anyway, I'm with Monzo now 😂 at least you know what you're getting!!

To be fair, you say yourself you've not been into a bank in years and neither have loads of people. I went to a bank once in the past 12 years, for a cash deposit in a different currency.

The first port of call for issues is the phone line, not going into the branch. And personally I've had relatively good service on the phone when I needed it with the main banks I use.

I can see why they are closing branches, as they are a money drain nowadays. But those branches that are open should provide a full range of services, not ask people to get their phone out. Ridiculous

First direct do have an easy way to talk to a human and fix things

As an older person, I do have a clue. I use the Nationwide banking app, use the deposit machines and generally do most banking stuff online.

However, I tried to pay someone online recently and went through all the procedure. The account was correct, the name matched, but ‘computer said no’. I needed to use my card reader. The card reader I don’t have because I use a banking app. Such nonsense!

The infuriating thing for me, dealing with unhelpful branch bank staff when you do actually get access to them in their very limited opening hours and they just try to half heartedly babysit you through the app is:

Can't you see that you are throwing yourself gladly into unemployment? You are contibuting to your own demise!

*contributing

I have changed my username for this as my previous posts would definitely out me. I have worked for a major high street bank for 15 years, the changes are astonishing.

Everything has gone digital and all of the local branches have closed, I really feel for our vulnerable customers and losing that local connection is so sad, their branch visit maybe the only person they speak to that day or week. I do however feel that the branch that I work in has real empathy for our customers and will never force anyone to apply online if it is not the right choice.
I have so many lovely regular customers that I am on first name basis with who would be happy to wait to see me if I'm busy or on break.

Our feedback just doesn't count but I won't leave because I'm doing the absolute best I can and I do love what I do ( have had to break the rules on numerous occasions because it is just the right thing). I do think people like me and my amazing colleagues are battling a losing game but we turn up, band together and do what we can.

Sorry this is long but I'm so passionate about people and if someone wants to gift me a shit load of money I'll open my own bank and really look after our customers

@Jla1983 mum's got lovely people like you in her local branch but I worry it will close. I hope Bank of Dave gets to be a consumer bank but I don't think it's going to happen!