Banks - Grrr!
Is it just me that finds it, or do others think that banks are getting more and more user unfriendly? My mum has an account with HSBC, over which I have power of attorney. The branch is 180 miles from where we live, so I have set everything up for
internet banking. However, I have need to actually go and speak to someone at the branch, when we visit that part of the world shortly. I had a look online but it was not possible to book an appointment. So I phoned the only number they provide. This, on an
automated system, proceeded to ask for the bank reference, account and date if birth, then about 15 mins wait to get a person. When he answered I was asked for numbers from my phone banking code and memorable info. I don't know I said, I don't do phone banking,
only internet. Oh those are different says he, you would have been sent codes for phone banking. I was I said but shredded them as I did not intend to use phone banking. I only want to make an appointment to see someone at my mums branch. Oh you have to pass
security to make an appointment says he, or anyone might do it. I am quite happy to prove who I am when I arrive for the appointment says I. That is not acceptable says he. Well to cut a long story short, after another 20 mins or so of being put on hold, while
he checked with a higher authority, he decided I could make an appointment. However, the next available was the 16th November. You must be joking says I. I'll get the bank to phone you says he. Total time on call 40 minutes.
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Change banks Steve! My sister and I have POA for our Mum, we use Lloyds (it's not my own bank.) They have been brilliant, we can talk to them and review things and have easy access at all times. My Mum is on a dwindling income paying for care home fees and
we have to be super careful about making the most from this money.0 -
Oh how I agree. We are lucky walking distance of both high street banks we use, Nationwide and Santander. Both of these banks have when I've needed it proved excellent customer service, often on the spot or return in an hour or so.
Ditched HSBC soon after it took over Midland, because they said I had to take £3000 instant loan facilityon my account; discussed at length but I couldn't cancel, 'saves asking if you want to borrow', 'causes temptation and debt'I replied. When I said I'd
close account teller was stunned!!!Recently had cause to go into our local Barclay's, dad banked with them all his life. Bank has moved into bigger premises since Woolworths went under, they took part of their old store, few tellers, wall full of ATM's, random queue in the middle for general
questions. ATM's had a couple if dedicated staff, one on general enquiries. Stairs lead to priemer lounge?!?! Personal banking as well. Vast space so you can queue longer . Who's cynical?I have to say banks not alone in not having individual numbers but its jolly enjoying. Everyone is yreatedas a scammer first respectable person second. Speaks volume of either our society generally or trust in fellow beings. Very sad.
Incridablty years ago before we paid for electric or gas on DD I phoned to pay our bill which was in my husbands name and they wouldn't accept it. How often does someone offer to psy your household bills???
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I think they are all going over to "banks" of ATMs, a team of "greeters" and very few tellers behind a counter. It's getting worse because of the closure of smaller branches where human contact was easier.
I have to say although I don't bank with Lloyds I got an appointment easily to sign off papers locally for my Mums branch which is quite a distance away. They also appeared to understand the stress of the situation and were very helpful generally.
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In general I have had no complaints in my dealings with the HSBC staff at my mums bank. They have always been very polite and sorted things out in a timely fashion. It's just these one size fits all call centres I take issue with. I am sure the operative
was telling the truth when he said he could not make an appointment before I completed the security questions. As I doubt he could get to the particular screen required. Perhaps it would have facilitated matters if I had told him I just won the lottery and
I needed advice on what to do with it .0 -
I,ve been with HSBC since it took over the Midland and its not the best to contact over the phone.I,ve not been able to phone my branch for years it has to be a call centre.The internet banking works very well but on the odd occasion i have to speak to someone
its a bit of a pain.v9
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My main bank is and has been for over 30 years Nationwide, always found it good in our town, we do have a local number so easy to contact them for appointments, staff always helpful and knowledgeable. Other bank is TSB only recently started banking with
them but so far all good. A couple of months ago applied to First Direct to open an account, what a palarver, numerous phone calls, loads of letters back and forth. Copies of this and that required, then has to be verified by certain type of professional,
took 6 weeks to get to the stage where they said I could have an account, another 2 weeks later they sent more paperwork to be signed, already done the same forms twice. So phoned them and told them I'd had enough and to forget it. Since then I've received
a welcome pack 2 more envelopes full of information, my account card, pin number, another request for a sample signature, that's 4 requests so far. I have kept everything and am tempted to send it all back to them, I want nothing to do with a bank that can't
get its act together when you are bringing them new business.0 -
I am a Premier customer with HSBC and a totally different experience. No I don't have loadsa money nor do I pay for the privelege. Last week I tried to phone the non-premier help line. It would have taken over 20 mins to get to an adviser. Rang the premier
help line and waited 3 mins, which is unusual to have to wait so long but they did say that they were unusually busy. If I am in Chester and want a coffee I just go up to the Premier Lounge.
I agree though it was much better 40 years ago. I got through college with the help of interest free overdraft from the old Midland Bank. I has a cracking Bank Manager who was omni present in the Leeds Branch. I was on a 3 year sandwich course. 6 month college
and 6 month industry. I had to repeat the first year as my mother was dying for much of it and her funeral was during the 1st year exams. I has a choice of going through to 2nd year or repeating first year and sitting the exams which I chose to do. My then
fiance (later wife) was pregnant when I reached my 2nd year at 20. I went into the bank for an appointment with the nabager. We talked of string and sealing wax and holidays, asked what assets I had. A car and a few grand in another bank, I would not be able
to get a married grant, my grant was poor with a large parental contribution which I refused to take from my father as he did not like my choice of future bride. (Not that he was not prepared to pat it or that his view did not change but I alwayc preffered
to stand on my own two feet and merely accepted the money for a new suit). The deal offered to me was interest free overdraft and no interest until I started work on a level of income over £1,400 per annum - those were the days.The manager or chief cashire would countersign my cheques. Just before CHristmas the manager would beckon and say 'don't forget to make sure you have plenty of cash for the festive season'. I had been in this situation when I got married. Shortly before
my marriage I paid for a mobile own for me and my wife to be. I had neglected to transfer the funds from my TSB account to cover this. Sat in a site office during work on vocational training I had a call from the manager. 'Alan we have had a large cheque presented
in favour of Harringtons Caravans'Me: 'Oops I forgot to do a transfer. I have the money'.
Manager: 'No problem we will honour the cheque can you do a transfer when you are next home?'
Fast forwards to when I bought first caravan some 8 years later and I was then with the Chester branch. We had bought a caravan, and just changed the car and the day we were going away for the first time I had a letter saying I was £200 overdrawn from HSBC
and a joint account with lloyds Also was overdrawn by £50.I phoned both banks up on the first day of hols and appologised and said that I would sort it when home in two weeks. The Midland manager response was 'OK have a good holiday Alan' Lloyds was 'Ok'.
After we had got home I called into Midlands and the manager asked if I had enjoyed my break. I told him tha tI had and should be able to clear the debt in a few weeks as I had a buyer for my trailer tent and expenses from work. He said that was OK and no
charges.Lloyds were a tad different. My wife called there and they wanted to speak to the husband - I was livid. I went round there, spoke to the manager and offered to pat at 50p a week as he was not happy, Then I thought, borrowed his phone and phoned the manager
at Midland and asked if it was OK for me to add to my overdraft by writing a cheque to cover rny debit at Lloyds. No problem - no charge
. Aye, those were the days of truly peraonal banking!
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We've been with Barclays as personal and business customers for over 40 years and have a very good relationship with our manager (an agricultural specialist). I can email or phone him and queries are sorted. He also comes out to us (to look at the banks's
investment!).We did have a period a few years ago when the managers changed quite quickly. One, which we never got to meet, was a Mr Mainwaring.
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Unfortunately ET I fear those days are generally gone for ever. Nat West closed our local branch in July and the nearest now is about 7 miles away and about 2 to 3 hours round trip, if you had to use the bus. Even then they have now converted it to mainly
machines and only a few counters, so you can queue for ages if you want something non standard. In some ways they are now better off in some of the Dales villages with the mobile bank. Although I suppose these will also be for the chop.0 -
Unfortunately ET I fear those days are generally gone for ever. Nat West closed our local branch in July and the nearest now is about 7 miles away and about 2 to 3 hours round trip, if you had to use the bus. Even then they have now converted it to mainly machines and only a few counters, so you can queue for ages if you want something non standard. In some ways they are now better off in some of the Dales villages with the mobile bank. Although I suppose these will also be for the chop.
Sadly you are right Steve. When OH joined me some 12 years ago as a joint account was held she should also be a Premier member, a few years later this was queried and they wanted to charge, I told the bank to pee off a I would go elsewhwere We are both still Premier members and generally recieve the quality of service that anybody would recieved 26 years ago
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SteveL's description is the trend nationally. The local NatWest here has closed with Lloyds being the only remaining bank.
Whilst I deprecate the "brush salesman" approach on modern banking, in their defence you lot wanted "free" banking. No professional service can be provided free. When I was still working in retail banking and this was introduced, I predicted tears before
bedtime. I was right. Just hope the blighters keep paying my pension.0 -
Our local branch of HSBC closed years ago yet it was always busy. That left us having to go to Holmfirth 3 miles away (bus every two hours ). Now they're closing that branch as well. Just as well we closed our HSBC accounts when they closed our branch..
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I prefer to do all my banking online or on the telephone if it's something out of the norm. Visiting a branch is time I would rather spend doing something I enjoy and I think is a big waste of time and effort. So any bank which doesn't require me to visit
a branch is providing a good service in my opinion.I also don't have any loyalty to any particular bank. I have many different accounts with many banks to take advantage of their high interest regular savers and high interest current accounts. So I don't expect any kind of personal service from any bank.
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ET, well I certainly dont have loads of money - quite the opposite, but I manage (just), but I find my bank very helpful. I won't use internet banking, which they seem to find quite amusing, but I have to say they have never failled to help me when I needed it.. They know that I have made my will and that they are joint executors. My House is fully my own and not secured anywhere else. So why should they not help when I need it?
TF
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I have been with my HSBC/Midland since 1970 and yesterday I got a letter from them to say they were going to close our bank and I can use the post office for transactions. I certainly won't be standing in any post office queue to carry out any banking transactions
with the gossips that pass for staff!Banks are making ever larger profits and yet are treating their customers with total disdain
I like the personal touch provided by the staff in the current branch and would like it to continue.
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I use our local PO frequently for banking, withdrawals and pay ins save me trips to town. The pay ins are in envelopes, not visible to staff. Making use of our PO has kept it going, any private banking matters obviously have to be done in town.
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Unfortunately Oneputt the banks seem to want to have their cake and eat it. They have all my money to invest / lend but don't want to pay me any interest. Keep pestering me to sign up for a current account with a monthly fee, for some very dubious perks.
Keep pestering me to borrow money at rates of interest 10's of times higher than what they want to pay me. Closed the local branch so we now have to travel 7 miles each way. All that after causing one of the worst economic downturns in generations, being
bailed out with my taxes and continuing to pay huge bonuses. I fear the days of nice friendly personal banking are gone forever. It is however nice to here others take on the matter. I am clearly not alone in my views.0 -
What no one seems to get is that banking is a service industry not a charity. You get free banking - debit cards, direct debits & standing orders dealt with for you, statements sent through the post or online for you to see, cash machines everywhere to draw your money out, etc etc. Of course they are not going to pay high interest on your savings when base rate is historically so low! Get real!
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What no one seems to get is that banking is a service industry not a charity. You get free banking - debit cards, direct debits & standing orders dealt with for you, statements sent through the post or online for you to see, cash machines everywhere to
draw your money out, etc etc. Of course they are not going to pay high interest on your savings when base rate is historically so low! Get real!The banking industry may not be a charity, or act in a particularly charitable manner. It's just as well the country was a little more charitable when in bailed out said institutions who had unmercifully ripped honest folk off (ppi for one) for years. I
think getting real, would be to expect the banks to show a little more respect to those that actually keep them in business. Because without our money they are nothing.0 -
Today I phoned Santander. Same thing as before I needed to sort an appointment out at the local branch to talk about my mums accounts. It could not have been more different than my dealings with HSBC. No need to prove who I was just to make an appointment.
Told me what I needed to bring, appointment made for two days time, a whole hour set aside, all in the space of 10 minutes. As long as the appointment goes as smoothly I will be well pleased.0 -
Luckily I'm with the Bank who didn't need a bailout and don't get me started on PPI claims- you can't convince me that all the people who made the claims didn't know what they signed up for.
Not everyone knew it was added to their policies.
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