Banks calling you up

[Oola]

I was pretty annoyed that the Bank was trying to ring me on a Sunday - since they're not open for business Sat afternoons/Sundays, why should I be taking their calls then?

Anyone else agree/disagree? I can't decide whether I'm right or just cutting off my nose to spite my face!

[Katelb]

I couldn't agree more Oola,I would have been furious.I know your're not stupid,but I suppose it was genuinly your bank? I was nearly caught out like that by a well known bank--or someone posing as a representative of same---but I didn't give anything away,and I found out later it was not a genuine call.No harm done on this occassion.

[Crocus]

Why would they want to call anyone on a Sunday? I will also be upset.

[lily]

Yes, I've been similarly cross to be phoned in the evening to try to sell me something I either have or don't want. However I've found recently that it is impossible to get information I want from my bank, twice round India and 2 answers both wrong. We're now changing banks, a bit of a hassle which is why the banks can continue to annoy and provide poor service- they know most of us stay put due to inertia + the fear that things might get in a muddle if we try to move accounts. I suppose we need to make our views very clear and keep on saying so until they get the message

[Oola]

Well basically I went over my overdraft, and have since gone back into it, yet they still insist on calling me to discuss it. I know it's their business but I resent being badgered on a day when they're not available for me. I also find the lines faint and difficult to hear in India.

[Katelb]

I think the banks have made a big mistake by farming out their call centers to India.I am not racist, but I resent someone ,who often as not doesn't speak english well enough to deal with finances,getting to grips with what is happening to my money.I am aware that it boils down to money again,it is cheaper to have their call centers in India,but on so many occassions,a phonecall about something which is of vital importance to the customer,gets lost in a haze of misunderstanding,and crossed wires etc.
A very good friend of mine runs a business from home and she had a particular problem involving a credit card and one of her customers.The bank concerned had it's call center based in India and the call assistant plainly did not understand what my friend's problem was;I was sitting with her at the time,and she spent 20 minutes trying to get the bank to understand and by the nd of it,they had not addressed the problem ,mainly because they didn't understand it.She lost a customer because of it.

[Oola]

I think you're within your rights to ask to be transferred to a UK call centre - I too had problems with a call centre in India. The lady I spoke to was very polite and seemed nice enough, it was just the quality of the line was appalling, she sounded so far away and the language barrier was also an issue too. I feel quite awkward having to ask people to repeat themselves three or four times!

It's not an issue of race, it's just an issue of language, clarity and understanding in an industry that can prove pretty complex to your average joe. Throw in the language barriers and as you say, it makes it all the more difficult to deal with.

[Crocus]

Hi, we've lost out on a cottage that we rented in the UK because the bank, who was supposed to transfer the full amount to the owner, didn't react quick enough on our instruction. We were not aware that the bank didnt react although they sent us an email stating that they will do it immediately. Because of this the lady thought we are not interested anymore (despite all our emails and she confirming that everthing is fine with us renting the cottage). When we contacted the bank, there was only this call centre answering, 'they' then told us to send a fax and they will react 48 hours later on the earliest! We emailed the owner again, but she already rented the cottage to another couple. That's our story with bank call centres! Fortunately in this case, we didn't loose any money.

[sheddie]

Oola I think it is such a cheek to ring you on a Sunday, I would have been mad too.

[lily]

Funny how when they want to sell something, the call centre is invariably UK based!

[SummerSkye]

I like my bank, and our call centres are still fairly local (within our state). I can also still call the branch direct to speak to someone as I had saved that number! My OH gives up on the overseas call centres as he just can not understand the accent and he will just hang up on them.

[jazzactivist]

Oola, I also get mad if any company phones me at the wekend or in the evening to try to sell me something, or deal with any matter. I always tell them that if I wanted anything from them I would phone them to see what they have available. I bank with the Royal Bank of Scotland and they are proud of the fact that you can phone your branch direct. The only time that they phone to offer services is if you have made a query and they get back to you and then tell you their latest offers.

Even call centres in different parts of the UK can be a problem. My partner's car once broke down in a really dangerous spot in the dark in a howling storm, where lorries regularly use the road. He couldn't manage to get the breakdown service on his mobile, but he could phone me. I had no end of trouble trying to explain where he had broken down, and the person on the other end of the phone happily reassured me that the breakdown vehicle would be with him in 10 minutes and was coming from Glasgow, which is actually 1 and a half hours drive away! Despite telling her this several times she was convinced that I was wrong because of the information on her computer screen! Her accent was quite difficult to understand too and she quite frequently used directions "up", "down" and "across" differently to me. In the end a police car came along by chance and the police helped him to push the car to a safer spot while they blocked off the road.

[lily]

Interesting jazzactivist, as we are moving to Halifax-part of RBS-on the recommendation of my daughter-in-law.I'm already impressed that I can contact the local branch and if I need to make an out of hours enquiry I speak to someone in Wales or Ireland.

[Oola]

URGGGHHHHH

They just rang me AGAIN, and I got the third degree because I went over my overdraft and have no payments coming in for a while. OK so fair enough, but I felt so small saying yes I only do freelance work and it's sporadic. It was met with a 'mmmmmmmmmmmmmmm but you don't have any regular work? are you looking for a job?'. That IS my job!!!!

At least they warn me about taking money out, except they got it wrong this time - I had already paid the missed DD and they were going to try and take it out again, it seemed to fluster them a bit. So if they charge me they will be in trouuuubbblllleeee.

Argh, feels awful to be a poor church mouse. Maybe I should just jack it all in and get a regular job, spend all my daylight hours in an office :( blargh!

[Crocus]

Don't worry so much Oola, it will work out eventually.

[Katelb]

I can identify with your problem Oola,years back,we were in the same boat and every bank in the country seemed to be after our blood! but after an almighty struggle,we made it and have now ,thankfully, come out the other side.Hang on in there if you can and don't get too disheartened,you will make it ,I know you will.
Just a thought,but you said yesterday I think,that English was a good subject for you,both language and literature,is there any chance you could do private tuition to those lesser mortals who struggle with the subject in their school work? I am sure if you advertised in your area,you might be surprised at the outcomeif you haven't already been down that road.

[Pippa]

Stick with it Oola, have read your blog and love what you are doing. Perhaps a little temp. work up to Christmas would be OK but don't give up on your dream, everyone who is self-emp. go through rough patches, it will come together I'm sure.