Tsb.co.uk

Have moved to this bank only two months ago, and already I am deeply troubled by their front line customer service telephone staff.

I telephoned three times on the trot, and and had to telephone this many times as I was not getting anywhere with the procedure.

I had one woman who would not even go ahead with the so-called security procedure if I did not say I was happy with the procedure, or at least not say I was unhappy with what she was doing, she also avoided answering, and repeatedly avoided answering any points I was making over her behaviour.

The second woman, even though she said I had passed security, would not do anything for myself unless I repeated every single sentence, to which I refused - I am not going to be treated like a fool and with a complete lack of respect just so she can keep her job; I thought that with call centre staff if you pass security they help - not the case with TSB bank.

I made a report in writing; their initial acknowledgement was full of we're here to help etc. I also put in my initial letter that I did not want a complaint to be made or it turned into a complaint. So what did they do... it was turned into a complaint, and they white washed everything, then claimed I had been treated fairly, before of course saying I could go to the FOS if I am unhappy with their response.

I sent a letter back pointing out that I had not wanted to make a complaint to try to stop them doing what they did, that is claiming that they have done nothing wrong, protecting their colleagues and the company and ultimatly themselves, before going on to describe what I thought if the whole process and that the only reason why it was made into a complaint by themselves was to do just that - to protect themselves as they know the complaints dept almost invariable rubber stamps that nothing wrong has happened.

Their reply was basically this is our final response - sod-off - but not in those words!

A bunch of bare faced liars if ever you come across.

[UPDATE]

No respet for the caller
Needed to call this outfit yesterday to make an enquiry about recent transactions. Went through the automated authentication ie acc no, sort code, three digit security number and date of birth in 6 digit format, but the automated system could not or would not provide all I wanted, so I eventually forced my way through to speak with an agent - calling himself Craig - a geordie.

He immediately states that he needs to go through authentication, but I reply I have done this and state the above details I have given (bear in mind from twenty years of dealing with call centre staff I know they lie); of course he states he has no details on the screen, and from here we get into a tussle, where he aggressively states "do you want my help?" I tell him he is being aggressive and could I speak with a supervisor; he goes to get one (or does he) comes back and tells myself that I will be called at some point in the afternoon; I state this is not good enough, that I am the phone now, but -and this is the point - he states or calls me by my name - something of which I have not given as I have given no details apart from those at the beginning of the call to the automated sysytem, and thus proving he was lying by stating that he had no details about myself. He tries to deny he is lying, which shows a complete lack of respect, denies that I had stated at the beginning of the call about what details I have given, then slams the phone down on myself.

And again more conclusive evidence that call centre staff have no respect for the caller as they think the caller is as thick as two short planks and can be lied to and manipulated. With impunity - but I am sure judging by my previous report I made about these staff above that I am being treated "fairily" - right.

I am getting 5% back on contactless purchases using Visa Debit (Classic Plus account), 1% on normal credit card transactions, 5% on account balances up to 2K. And £10 plus call costs when had to dispute an incorrect overdraft charge ( which turned out not to be incorrect but they left me with the credit anyway). Cannot fault them or their security online / phone customer service, so far.