Wednesday, January 06, 2010

Customer Dis-service from a bailed-out bank

Today, my beloved decided to check a current account online to ensure that a payment (due to go out on the 4th January) had been made. This check seems necessary since late last year one such payment failed to go out on time, to our cost. Quite strangely, this bank always finds it impossible to make an online payment with the same immediacy that another bank, used by yours truly, can always manage. On checking the account it was only possible to display transactions since yesterday, along with a message stating that the account had been RENEWED. No word of warning was issued, by the bank, that any kind of limitation was imminent but, evidently after 2500 transactions all transaction details are archived, and it is then impossible to access them online. It seems, according to a telephone conversation with one of the bank's staff, that it would be impossible for them to simply archive the bulk of the older transactions (e.g. more than three months old) but they have to clear them all. It also seems beyond their ability to notify the customer that the banks arbitrarily imposed limit is nigh. Methinks that their IT team should be sacked and replaced.

As a result, the only way we can check transactions before the renewal date is by telephone, where one is asked for a security number which we do not possess as we do not normally make telephone transactions. Admittedly we still do receive a 'paper' statement, a necessity for us to keep a check on our multifarious transactions.

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