To want to send positive feedback for the bank customer assistant who SAVED MY LIFE?

[Imsodepressediactlikeitsmybirthday]

NC for this.

Long story short, I had an account with a well known bank a long time ago which was closed. An ex was financially abusing me, and I needed statements which I can no longer access. The local branch couldn’t really help me, but I needed alllllll the statements for evidence.

Anyway, I rang the bank last month, explained the situation and requested the statements, they were sent off but haven’t arrived yet. I rang again today, the lady tried to help and re-requested them, and I thought that was that. I was beyond grateful to that absolutely lovely woman who did what she could for me.

10 mins later, she rings me again, says she didn’t like how we left off (I was completely satisfied, but it is clear that she is something special!!!), and arranged an appointment at my local branch, emailed the bank manager, said she would help them access those statements and would help the manager prepare everything they might need for me.

I was GOBSMACKED. This is someone going above and beyond the above and beyond for me. So much so that I welled up a bit. Something like this needs to be praised all the way from here to Saturn, and I wonder, what can I do to ensure that this lady can be identified and for the feedback to reach her? I have the name she gave me and the call time stamps. Will that be enough? What do I say?

I am just… yeah… very emotional here. I did not expect to have someone look out for me to this extent. And if this lady is by some chance a Mumsnetter… thank you ❤️

Thats wonderful to hear - bumping for you in the hope someone will know how to make sure she’s recognised for being so lovely.

I'm sure she can be identified from details you give.

But come on. She provided good customer service. She did not "save your life".

Probably, but it feels like she did. And this isn’t just good customer service - good customer service would be rerequesting the statements and leaving it at that. It was good enough for me.

she really did go wild on my case. More so than I ever expected.

Can you send her some flowers? "Thank you for your fantastic customer service - I'm really grateful"? Or just send a card? It's nice to get that at work from a customer - shows the boss and your colleagues how good you are at your job 😁

I thought she'd resuscitated you or pulled a fishbone out of your throat, or something.

Well, I don’t know her full name or address and she helped me over the phone, and I would never try to track her down like this, because the poor lady would probably be freaked out by that! 😂
If I could, I would send her ALL the flowers, but all I can offer is praise. I’ve been searching for the best person to contact, and came across the CEO’s email. Do you think it would even be read if I went that high up? 😬

Just send in an email or thank you card it’s good for staff to get praised. Explaining how her support helped you deal with a difficult situation.

I understand you OP. I had exactly the opposite in a similar situation to you. My bank does a lot of ads about helping DA victims and they totally stuffed things for me.

I was beyond angry (after being devastated) at the lack of understanding about how their role in not having access to your own money can really damage yours and your family's lives.

I would do everything I could to ensure she got the thanks and recognition she deserves. There's not enough of it in our world today.

Ps you sound completely lovely!

Haha, thank you so much, it’s hard for me to think of myself as lovely, but I am a total melt and I get so so so emotional whenever someone shows me a little warmth… I’m not sure if it’s a good or a bad thing!

I am so sorry to hear that you’ve had the opposite experience. I had my correspondence intercepted and destroyed, and I had an unarranged overdraft with that bank which I couldn’t pay off (because all my money was intercepted as well), and that’s why the account was closed. And now I need the statements for evidence, but can no longer access the online banking. I never thought that someone would be so determined to help me, I thought I’m stuffed, the ex who did also got me into lots of other debt. Sometimes without my knowledge. So, just imagine how I’m feeling now… there are some really bloody decent people out there and now I’m crying again 😭😭😭😭😭

Im pleased for you and rooting for you to resolve it all fully. xx

She sounds brilliant though actually she did what any of them should've done. I would write to the CEO, why not? If you had a complaint you'd go to the top so it's the same if you've got praise.

It’s what any of them should do, but nobody else has done - tbh each of the assistants I’ve spoken to have been great in their own way, but this lady is just above the above and beyond. I’m currently wording a strongly worded letter of praise to the CEO, I hope it’ll be read and that the feedback and gratitude will trickle back down to her 🩷