Apps, often frustrating. Call centres, usually maddening. .
A combination of both - a solid justification for homicide. This is verbatim...
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"Hello. Barclays Business Support here. Thank you for waiting."
"Oh, no bother. I passed the time designing a cathedral and commissioning the construction thereof."
"How can I help you today?"
"You keep sending me texts asking me if I want to keep my business account open, and I keep trying to call you to say that I do. But your 'press 0 for anything else' menu system keeps telling me to message you from the app.”
“Thank you for using the Barclays App.”
“Well, that’s the thing. The phone number tells me to send a message on the app. I send you a message on the app, and I get a reply telling me to use online banking – and online banking tells me to call you on this number, which is a different number to the one that I called you on to be told to message you on the app.”
“How can I help you today?”
“I just want to tell you that, yes, I wish to keep my business account open. I mean, I have told you that, but you seem to be ignoring my messages on the app. And now you’ve restricted access to the account.”
“Can you give me the account number and sort code?”
“No – because your restriction of the account means that I can’t see it on the app.”
“Without the account number and sort code, I can’t help you.”
“Right. So how can I tell you that I want to keep the account open?”
“Without the account number and sort code, I can’t help you.”
“But I can’t see them because you’ve restricted them until I tell you that I want to keep the account. It’s you that’s keeping them from me. Can we go through some other security?”
“Can you find the account number and sort code, then we can go through security?”
“No. First, I’m not at home, and second, at your suggestion I run this account completely paperless. So I need to be able to access it on my phone - and you won’t let me.”
“I’m sorry I can’t help you without the account number and sort code. Goodbye.”
“Whoa, whoa! Hang on. You can’t just leave. What do you suggest I do?”
“Can you help me by giving me the account number and sort code?”
“No! I’ve explained that.”
“Then I cannot help you. Goodbye.”
“Wait – I understand that you can’t help me, but someone can. How do I escalate this?”
“You must go to your branch.”
“Really? I mean, that’s time-consuming and inconvenient – and completely avoidable. You’ve texted me on a phone you know to be mine. I’m calling you on that phone to respond to a request you made of me. None of this is at my instigation. And now you want me to go to my branch to sort out a problem of your making?”
“Can you help me by giving me the account number and sort code?”
“….no. But you know my account number and sort code. That’s what you messaged me about.”
“I cannot help you. You must go to your branch.”
“Fine. Then can you make me an appointment at my branch? One can’t just show up there and ask to see a business banker – I know this because I’ve tried it before.”
“I cannot make an appointment at your branch without the account number and sort code.”
“Have you ever heard of Kafka?”
“Thank you. Goodbye.”