Quite simply the worst customer service I have ever experienced.
The staff (when you can get through to the call centre - 45 minutes is my quickest time) are incredibly inflexible, 'the computer says no' is the stock resonse, they are not willing to listen to individual needs and simply repeat stock answers.
The cheque clearance timescale with A&L is shockingly long, longer than any other high street bank (du to the fact that they are not a clearing bank like other high street banks), as an example I deposited a cheque on a tuesday morning and they did not release the funds until wednesday of the following week (6 working days!), when I asked if it would be possible to increase my overdraft (from £250 to £300) for a temporary period until the cheque (£950) cleared I was told 'no', the explanation? ' the computer wont allow it' could I appeal this or ask for a manager to look at my request? 'no', why?, 'the computer wont allow it'.
Getting to speak to an advisor on the phone (for my account is on-line and therefore I cannot deal with anyone in branch) is ridiculous, 45 minutes is my shortest wait (with no acknowledgement or apology regarding the wait when I eventually got through). I was told that I should consider ringing up at a different time of the day as I was calling over lunch time and a lot of staff were away on their lunch breaks! SORRY?!? WHAT?!? maybe A&L should consider INCREASING staffing levels when they know it is a busy time of the day rather than DECREASING them, maybe they should consider that I also have a lunch break and it happens to be the only time I can call them.....MAYBE THEY SHOULD CONSIDER THEIR CUSTOMERS NEEDS!
But, worst of all, the 'banking hotline'. In principle a great idea, in practice? An absolute nightmare.
A phone, in branch, free of charge, a 'hotline' (their words) to the callcentre. What could go wrong?
WELL
Firstly, it's not a hotline, it exactly the same wait and queue as if you called from anywhere else, so I get to sit in the branch for 45 minutes + rather than at home (where I could have a cup of tea of something).
Secondly, what IDIOT put the phone IN THE MIDDLE OF THE BRANCH?!? yes, that's right, not in a room by itself, not in one of their sectioned off little booths, not WITH ANY PRIVACY whatsoever!.
Yes, IN THE MIDDLE OF THE BRANCH, with people walking past you, queing around you, holding conversations within 2 feet of you! dare I say, being able to hear everything you're discussing?
I was asked my name, address,date of birth, password, credit card no and balance on this hotline, with at least 15 people within easy listening distance of me - Am I the only one that thinks this is a potential security risk? would I be the only one who would be reluctant to discuss their private financial matters in front of a bank full of people?
The lack of privacy is throughout the entire branch (I've only been to 1 so I admit I cant speak for all branches), I have been at the customer service desk in the Newcastle upon Tyne branch and been able to hear conversations about consolidation loans, mortgages etc going in in booths within 5 feet.......
I've been left waiting at the customer service desk for 10 minutes + before on several occassions, not even when it's busy.
The account itself maybe good but the customer service is TERRIBLE, not recommended in any way whatsoever.
Oh and I've been waiting for a phone pin reminder for the last 2 months, I've only asked them for it 5 times......wonder when that will arrive, maybe soon considering they just changed my address at the 4th time of asking (pity they still havent changed my wifes name - then again we only asked for that to be done in May.......)
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hi welcome to ciao well done on this review i am also a banker with them on line and agree there useless i am a ms have been for over a year and they still call me mrs and have not changed my details
Sep 22nd, 2008
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