When did you last complain?
By livewyre
@livewyre (2450)
February 25, 2010 4:41am CST
I recently complained to my bank - I think I am pretty good at complaining as I have been employed in customer-related roles most of my life so I understand how the systems work.
You need to clearly state the problem and then go some way to suggesting a remedy that you would be happy with. Often I will go so far as to suggest a level of compensation just so they know exactly what I expect, but on this occassion I let the bank make up it's own mind...
They basically lost a cheque (that's a check if you are from the US) when I had taken the unusual step of travelling to the bank to pay it in over the counter. I had a conterfoil (thankfully) and the bank admitted thay had taken it in, but then could not locate it. I was going to suggest that £10 ($16) might cover my losses (lost interest, not having acces to funds, travel and parking expenses), but in the end I just listed all the ways in which I had been inconvenienced... and they offered me £15..
When did you last complain, and what was the outcome??
When did you last complain, and what was the outcome??1 person likes this
1 response
@AnnieOakley1 (5596)
• Canada
25 Feb 10
Well, that's great. The last time I had to complain to my bank, they had taken in a 'counter' cheque from an old lady that never remembers her account number. So, they made up a cheque at the counter for her to sign and withdrawl $2,000...from my account!, by mistake. Her last name was the same as mine and her first initial was also the same. So, many of my cheques bounced, my regular monthly payments to cable, telephone, etc. So, I got a letter of apology from them that I was able to give to all of the offended parties. All charges were reversed, and as an apology, they gave me overdraft protection to the sum of $500, which on my income at the time, I would never have been approved for. I still have the overdraft to this day, and it has saved my butt on manny occasions over the years. So, yes, I was very satisfied with their apology.
@livewyre (2450)
•
25 Feb 10
Wow, that is quite an impressive error even for a bank!
I think I would also have liked some compensation to go with it, but if the overdraft facility helped to save you from unwanted bank charges, then you probably had a better deal than cash!
Isn't it great though when you go to complain knowing full-well that you hold all the cards and it is up to the bank/shop or whoever to give you satisfaction? Many people make the mistake of blowing their top - I prefer to enjoy the experience
1 person likes this
@AnnieOakley1 (5596)
• Canada
25 Feb 10
In fact, that 'apology' has what kept me with that bank for 30 yrs! And because I am such a long standing customer, they now give me somewhat special treament. Or at least it seems that way to me, which is what matters. They call it a 'loyalty bonus'.
And yes, I have also complained at other establishments before with differing resulsts. So long as they are reasonable, and realize that if they treat you with respect when they make an error, and you are acting reasonable, not angry, you can get some compensation and an apology. Even if they don't think they made an error, it is better for them to still appease you in some way, to keep you as a customer. Bad publicity is 10x worse than good publicity, doncha know! Or "The customer is always right".
3 people like this
