10 replies to this topic

[Ian59]

I don't normally share friend's personal business or experiences on this site, but, as the title state.........This has happened today to a dear friend of me and Kate....

Just before Christmas our friend's 35yr old son was found dead was found deceased at his friend's house in Wales.

No arrangements could be put in place over the Xmas hols. Today our friend was speaking to Barclays bank to inform them that their son had died (he had an account with them). The male at the other end of the phone didn't know what our friend was trying to tell them.(that her son: the account holder was dead).

Unbelievably, the male said he would have to speak with her (deceased) son before he could speak with her !!!! (even though she had informed him of the death).

This resulted in our friend breaking down and handing the phone to her husband to try and explain the situation.

The male then informed the husband, he didn't understand or speak English, and to cap it all, the male then said said "what is dead" ?  

Barclays have been informed. If ever someone needed a good slapping 

 

I cannot believe that anyone doesn't understand the meaning of dead. Still if you pay peanuts, you'll get monkeys.

 

Barclays...........you should be ashamed of yourselves, and employ people that speak and understand English.

 

over    

Edited by Ian59, 04 January 2017 - 10:56 PM.

[Foxy]

Can't imagine how awful that must be

[Pidgeon]

Neither can I, but that's not the way to inform a bank of a death....

[Ian59]

HSBC do have a Bereavement Team to deal with this kind of thing.

[Andy_VX]

That's disgraceful and must be so difficult for the family. How on earth can you employ someone who's sole role is to talk to customers on the phone that doesn't speak English?

 

There's so much wrong with this but no doubt everyone is too afraid of being sued or called a racist to do anything about it. 

 

First Direct are brilliant, always answer after the first ring and you get an English speaking person every time! 

[Raptor]

HSBC do have a Bereavement Team to deal with this kind of thing.

 

 

So do Barclays and their team is based in the UK. You don't ring the call centre for this.

[p4cks]

She can be forgiven for ringing their customer services though, right?

 

Anyway - Having worked in customer services (yes, you can actually calve out a career in this area!) for over 10 years, you get to understand what good customer service is versus what sh*t customer services is. This being the latter.

 

If a company really cared about providing excellent customer services they quite simply wouldn't use outsourced call centres as a cost saving. It's such an out-dated and ill-thought out premise anyway. Many companies are and already have, started bringing their customer service departments back to the UK as customer demand has meant that they'll soon move providers as there's very little brand loyalty anymore.

 

I could bore you for hours, but I won't.

[Pidgeon]

 

 

Anyway - Having worked in customer services

 

He said he wanted an English speaking call centre, not your patois

[p4cks]

[SteveA]

First Direct are brilliant, always answer after the first ring

 

You clearly can't be talking about their mortgage services, absolutely appaling. 20 minutes minimum to speak to anyone.  

[Bargi]

Got the same thing recently with Barclays and trying to cancel a credit card transaction. It was so bad I asked to make a complaint. UK call center called me back, apologies, fixed the issue and credited £50 for the hassle.