Posted: Fri May 02, 2008 1:54 pm
As we here so much about bad customer service, and how rubbish the banks are I thought I would post about my experience with the Co-op yesterday.
I checked my online banking last night, and there was £120 debited from my Cashminder account that I didn't know about. I phoned customer services and they told me it was a transfer to Newcastle Building Society. As soon as they said it I knew what it was - I had tried to set up a transfer to my Tuxedo card using the funds transfer function in the Co-op's online banking. This didn't work, and I thought I'd cancelled it but obviously hadn't and both payments had been taken.
That wouldn't have been a problem had I put my account number on the transfer but I hadn't done it. The lady I spoke to at the Co-op said they couldn't recall the payment and I'd need to contact Tuxedo and ask them to locate the money in their suspense account and allocate it to my card, which didn't exactly fill me with joy as I had a problem understanding the people the last time I spoke to them, and they were reading off a script so I don't know what would happen if I asked them something not on the script!
I put the phone down and decided to email Tuxedo, feeling thoroughly hacked off that I was £120 down when the lady from the Co-op phoned me back and said that after she had spoken to me she spoke to a manager to see if it was possible to recall the money, which it was, and it back in my account!
This is the second time this week the Co-op have helped me, as work paid my salary to my Co-op sort code and Nationwide account number! As soon as payroll spoke to them they found the money and allocated it to my account.
I can't fault the Co-op - even though I can't go in a branch I don't feel that I need to as the customer service on the phone is so good.
I checked my online banking last night, and there was £120 debited from my Cashminder account that I didn't know about. I phoned customer services and they told me it was a transfer to Newcastle Building Society. As soon as they said it I knew what it was - I had tried to set up a transfer to my Tuxedo card using the funds transfer function in the Co-op's online banking. This didn't work, and I thought I'd cancelled it but obviously hadn't and both payments had been taken.
That wouldn't have been a problem had I put my account number on the transfer but I hadn't done it. The lady I spoke to at the Co-op said they couldn't recall the payment and I'd need to contact Tuxedo and ask them to locate the money in their suspense account and allocate it to my card, which didn't exactly fill me with joy as I had a problem understanding the people the last time I spoke to them, and they were reading off a script so I don't know what would happen if I asked them something not on the script!
I put the phone down and decided to email Tuxedo, feeling thoroughly hacked off that I was £120 down when the lady from the Co-op phoned me back and said that after she had spoken to me she spoke to a manager to see if it was possible to recall the money, which it was, and it back in my account!
This is the second time this week the Co-op have helped me, as work paid my salary to my Co-op sort code and Nationwide account number! As soon as payroll spoke to them they found the money and allocated it to my account.
I can't fault the Co-op - even though I can't go in a branch I don't feel that I need to as the customer service on the phone is so good.