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Morning Star ryanbrendonlove wrote in customers_suck
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I started working for a bank here in the UK 2 months ago. There are many things our wonderful customers do that make me want to cry:

Yes, I understand that our interest rates on savings are low. However, staring at me, whinging about how ridiculous they are or telling me repeatedly that "X has far better rates!", won't change a thing. Believe me, I have no control over the rates we pay and even if I did, I sure as hell wouldn't raise them for moaners like you. Btw, if you can get such better rates elsewhere, be my guest.

We work on an appointment basis for most things short of depositing/withdrawing money. So, gentleman who came in to open a new account, I apologise but we're fully booked today and there's nothing we can do for you short of booking an appointment for a later date. No, our branch in town is fully booked too. Shouting at me that you've been a customer of [bank] for 20 years isn't going to make me pull an advisor out of my ass. Screw you. The people who have actually made appointments have probably been customers of ours for a long time too. Not to mention, if this was so vitally important, why have you waited till the last concievable second to sort it out?

Fuck you, lady who left her debit card at home when she came out shopping. Without your card, and with ID, we can give you £50 from your account. For people who's cards have been stolen, or in exceptional circumstances, management can do more at their discretion. However, you just didn't check if you had your card with you before you came out. Not really our problem, to be honest. Snapping at me that our branch in town does more is not going to help. I can't control what they do, and this is our bank policy. Telling me to go fuck myself and storming out was real classy.

Also, it isn't our responsibility to manage your account for you. You go overdrawn, you pay the fees. No, we're not going to personally tell you every time you go overdrawn. Take some responsibility!

xx_hb_uk_xx

2012-12-10 08:49 pm (UTC) (Link)

Gotta love the people that complain about the policies!!

My favourite question from customers has to be 'when did that become policy' and when you tell them over a year ago, they call you a liar!!

I think we work for the same company. Isn't it an awesome place to work?!

ryanbrendonlove

2012-12-10 09:20 pm (UTC) (Link)

Ugh the bane of my life is when we merged with another bank and went through migration. A lot of our policies changed as we're owned by another company, but you get people who've been customers for umpty million years who just don't fucking get it.

I'm the blue part of the biggest banking group in the UK. I genuinely love the job, just... some people!

xx_hb_uk_xx

2012-12-10 09:28 pm (UTC) (Link)

I was reminising with one of my customers today about the good old days when there wasn't 50million forms for one simple thing! Most of my customers are regulars so they were warned that things were changing.

Yep, I work for the same blue company. Luckily I rarely see customers because I work business cash, but that still doesn't save me from peoples stupidity!!

silvers_shadows

2012-12-10 08:51 pm (UTC) (Link)

Wait, WITH ID but no card the limit is £50? Yeah, sorry that's a crappy policy imo. Not that she should have treated you badly over it in any way.

said_by_me

2012-12-10 09:02 pm (UTC) (Link)

Agreed. I also think the lack of notification for being overdrawn, if that includes the first one and the requirement for an appt to open an account are bad policies too. I don't think any employee deserves that treatment though either.

ryanbrendonlove

2012-12-10 09:16 pm (UTC) (Link)

We only have 3 advisors in the store with the ability to open accounts, and they are almost always fully booked. We don't require that you have an appointment, but we cannot open an account for you if there's physically no one to do it; hence the appointments being made. As for being overdrawn, we have multiple channels allowing customers to check their balances 24/7, and it isn't our job to hold people's hands through managing their money. We're always happy to look at ways of managing overdrafts and prevent it where possible, but cannot tell every single customer when they become overdrawn. A certain part of it has to be personal responsibility.

leaf_kunoichi

2012-12-10 09:37 pm (UTC) (Link)

I can't tell you how many times I have wanted to tell someone "You want a warning when you are about to be overdrawn on your account? Try using the register we give you, a pencil and paper, excel, the free online account manager, a calculator, an abacus, or any of the many ways you can use to do the math or hire a personal accountant."

renishas

2012-12-11 12:01 am (UTC) (Link)

Guess what! There's an app for that!

leaf_kunoichi

2012-12-11 12:02 am (UTC) (Link)

Oh, I have been tempted to say that especially when they are playing with their phones while freaking out about it.

l_o_lostshadows

2012-12-11 02:28 am (UTC) (Link)

Or you can contact your bank and get them to remove the ability to overdraw the account. Your debit card won't go through? There's your warning!

darknessabounds

2012-12-11 02:08 pm (UTC) (Link)

If your bank does that. BoA here told my brother they d no way of doing that. He got the idea bc after BoA ticked me off and moved to a CU, the CU asked me if I wanted my card set up to decline if I didn't have the funds.

Why did he want them to do that at BoA? He overdrew, our mother was listed on both our seperate accts, they took money from my acct to cover his overdraw and claimed my mother as the link. Except they took it from my savings, which she wasn't on, based on our shared name on the checking acct.

robertr4836

2012-12-13 05:50 pm (UTC) (Link)

How long ago did he try? I'm not sure but I think some Federal laws were passed a year or two ago that basically force banks to provide that option now.

Actually just looked it up. As of August 15th 2010 banks are no longer allowed to force customers to have overdraft protection and the fees that go along with it. By law they have to let you opt out and your card will be declined if you have insufficient funds.

said_by_me

2012-12-10 11:11 pm (UTC) (Link)

I don't think it is the banks responsibility to "hold their hand" however I also don't see an email, text or snail mail letter is holding their hand. It's a notification, nothing more. Most banks, at least in the US already do this through automated systems.

hotclaws

2012-12-11 12:19 am (UTC) (Link)

Even if you do this,it won't stop some people being careless with their accounts.

desikitteh

2012-12-11 02:58 am (UTC) (Link)

true, but it'd be a massive help to people who's accounts are overdrawn by honest mistake or a screwed up direct debit - double billing etc. i know i can set a notification in my net banking to let me know if my account goes over a certain value so i'm guessing i could do the same for under a certain value.

snuck

2012-12-12 05:29 am (UTC) (Link)

While it might be 'nice' I'm with the OP. If you have a cheque book you shouldn't write cheques if there isn't money in the account, likewise you shouldn't be using other cashless systems if you don't have the money - and it's the account holders responsibility (as is always clearly written in the account terms and conditions).

Banks like the fees they make from customers who don't manage their funds correctly though - it's a huge profit maker. In Australia generally cards will decline if there are insufficient funds, rather than slapping you with fees. You have to request and be credit checked and authorised by the bank before you can have an overdraft facility added to an account and most people just get a credit card instead.

desikitteh

2012-12-12 07:43 am (UTC) (Link)

actually between paypal & my bank i had a overdraft facility on one of my accounts that i didn't want... with the joys of being hit by fees when paypal screwed up the payment source - or i did on a couple of occasions. my bank did waive the fees for me, though. (i was polite when i called, though!) ended up having to take the account off my paypal. got sick of it.

kathminchin

2012-12-10 09:21 pm (UTC) (Link)

I think that lack of notification is more "the bank doesn't call you *personally* and warn you the moment there's a transaction that will take you overdrawn."

I know my (UK) bank tells me if I get overdrawn as in I get a letter; but that's more telling me I have done so rather than warning me I'm about to.

zaulankris

2012-12-10 11:46 pm (UTC) (Link)

IAWTC.

I'm not a bank expert so I don't know the names for all these things, but when we set up a new account for our small business we told them we did not want that service that allows us to spend more money than what's in the account for an extra fee because we don't find it useful-- we can just use another card, it's no big deal. They added it anyway, probably because they knew they could sucker a few bucks from us before we noticed. And that's exactly what happened. Having a notification system would have avoided this.

ryanbrendonlove

2012-12-10 09:18 pm (UTC) (Link)

Part of the agreement to open a card account with us is to look after the card and use it for all transactions. This is explained to everyone opening a card account with us, and is one of the core policies of our business. Yes, it's extremely frustrating when you're obviously you as proved by your ID, but unfortunately it's the way we operate.

silvers_shadows

2012-12-10 09:20 pm (UTC) (Link)

Okay, slightly less sucky policy if it's part of the account agreement to use it for counter transactions!

Edit because agreement really doesn't have three "e"s.

Edited at 2012-12-10 09:20 pm (UTC)

rainbowxgeek

2012-12-10 10:49 pm (UTC) (Link)

"Edit because agreement really doesn't have three "e"s."

LOL Sure it does. Just not in a row ;-)

silvers_shadows

2012-12-10 10:50 pm (UTC) (Link)

*facedesk* That. I meant that! I need sleep >.>

rainbowxgeek

2012-12-11 12:12 am (UTC) (Link)

LOL It's okay. I do that a lot.

hotclaws

2012-12-11 12:20 am (UTC) (Link)

You mean sleeep.

robertr4836

2012-12-13 05:52 pm (UTC) (Link)

No, I think they meant sleepe.

(Deleted comment)

chibikaijuu

2012-12-11 12:23 am (UTC) (Link)

If I provide my account number and a photo ID at my bank, I can withdraw as much money as I wish, with or without my card. That's... sort of what the teller window is for.

jessicamariek

2012-12-10 09:11 pm (UTC) (Link)

From one bank monkey to another, I feel your pain. Do you get the "I've been banking here for mumble-ty years, how DARE you ask for my ID!" ones too, or is that an American annoyance?

And ugh, I feel you re: taking responsibility for your own money. It's not MY fault you didn't listen when we told you "The funds from your deposit will be available on Thursday" and went out and charged everything right after you deposited them on Tuesday afternoon. It's not my fault you "thought" your direct deposit would go in three days earlier than it did, it's not my fault your check to the DMV posted earlier than you thought it would, it's not my fault you can't balance your goddamn checkbook! GROW UP AND STOP EXPECTING SOMEONE ELSE TO MANAGE YOUR MONEY.

Whew. Didn't mean to hijack your rant there. That's been building for a few weeks. :)

ryanbrendonlove

2012-12-10 09:22 pm (UTC) (Link)

God it makes me mad. I've never been overdrawn once in the ~8 years I've had a current account, because I fucking take care of what I'm doing with my account. We're seriously not here to mother you.

jessicamariek

2012-12-10 09:47 pm (UTC) (Link)

The only time I've ever gone overdrawn was when my student loan company effed up and took their usual auto-debit (which I only took because I get an interest rate reduction for it) after I'd applied and been approved for a forebearance. Other than that? In the black.

My customers, though? "Ummmm I need to deposit this $20 bill in my checking account because I can't math, dropped a 1 in my ledger and am now ten bucks overdrawn." Yep, and that'll be $40 overdrawn after Ye Olde Fee. Got another twenty? *facepalm* These people!

labhaoise

2012-12-10 09:33 pm (UTC) (Link)

ot but i just downloaded this game onto my vita. i love love it do much

jessicamariek

2012-12-10 09:49 pm (UTC) (Link)

You have good taste. Quistis is sorta my favorite playable character in that game - the kind of woman I'd like to have a drink and bitch about boys and coworkers with. :) See icon for the other FF lady I'd like to go drinking with - especially if she was the one mixing said drinks. :D

yazz_flute

2012-12-10 10:49 pm (UTC) (Link)

I hate the "I've been banking here for eleventy bajillion years! You don't need my ID!"

Dude! You may have been banking here for eleventy bajillion years, but I've only worked in this office for 1. And half the time it turns out they do all their banking at another office. How would I know you if it's the first time you've ever set foot in this offic?

jessicamariek

2012-12-11 12:52 am (UTC) (Link)

Sometimes I think they're convinced we're a hive mind of some sort. That because one person in one branch knows them by name, every other employee of every other branch that company has should know them as well. Even if it's in another city. Even if it's in another state. (Yep, I've seen it. I couldn't make this up. *headdesk*)

charuby

2012-12-10 09:46 pm (UTC) (Link)

I fucking HATE it when people bitch and moan because they've done something wrong/forgotton something, and it's NOT their fault, it's YOURS! Even worse when they swear at you.

laura_anne

2012-12-10 09:50 pm (UTC) (Link)

As an ex-employee of, um, let's call them AntStew, have a big old bucket of word and validation.
Customers who expect you to micromanage their money for them and fix their screw ups are the worst. Um, no, bank staff do not get paid enough to do that for you, if that's what you want, try somewhere a little higher end with a personal finance manager.

leefa_lou

2012-12-10 10:02 pm (UTC) (Link)

I may have asked my husband to get cash out of an ATM for me on the weekend, and he may have given me the cash and not my debit card along with it. I may also have a physio appointment this afternoon, not enough cash on hand and my card still with my husband. That is our bad, not the banks. Luckily we don't seem to have a limit on cash able to be taken out from a branch without a card and only ID. But even if there was, I would be apologising to the teller for being an idiot and being the instigator of my own bad luck. How is it your fault she left her card at home and has to deal with the consequences? Isn't being a responsible adult being able to deal with consequences? I have no idea how some people survive in civilised society.

snuck

2012-12-12 05:36 am (UTC) (Link)

There is generally a limit in Oz on withdrawls - usually so that the bank can have enough cash on hand, but no so much that it's worth holding them up. So if you want more than about $5k out you should ring and make an appointment/let them know so it's there. But you can take as much as you like indeed...

That said every cash transaction over $5k is recorded and ID must be shown blah blah as part of the Anti terrorism and Crime legislation - to stop money laundering basically. Most people don't have visibility of this because it's completely irrelevant to normal every day business, but it doesn't mean you *can't* get money, it just means it's going to be recorded.

leefa_lou

2012-12-12 05:54 am (UTC) (Link)

I think the most I have ever taken out is $200 to get my hair done after a similar lack of getting my card back from the husband man...lol. I do have a limit on my card though, I can't spend more than $1500 a day. I would love to have as much that I could take out $5k, actually even having that much would be nice to begin with! Can't say I disagree with the tracking of large withdrawals, makes sense.

purple_bug

2012-12-10 10:08 pm (UTC) (Link)

Oh, the interest rates. Argh. I hate interest rates, especially on ISAs. I used to work for the big red UK bank that likes to build giant bridges out of lego. I did ISAs for one season, and I thoroughly hated them by the end of it. "Why are the rates so low? There's this little thing called the economy, and something else called a recession. Look them up."

bekscilla

2012-12-10 11:45 pm (UTC) (Link)

And I bet they'd complain just as much about their mortgage interest rates being too high. It's one or the other, you can't have low interest rates for your mortgage and high ones for savings stuff. It's still the interest rate!

alcina2

2012-12-10 10:32 pm (UTC) (Link)

Couldn't the annoyed lady just have written a cheque out to 'cash'? I remember I used to do that all the time. If you write a cheque to 'self' you have to sign it and show ID, but if it's 'cash'you don't... I was told that by an employee of a UK bank, when I forgot my card once, and did it for ages instead of using the ATM so I had a written record on the cheque stub.

squidger

2012-12-11 03:54 am (UTC) (Link)

If it's allowed, that's assuming she had her checkbook. I'm not sure how many people actually carry theirs around anymore.

rainbowxgeek

2012-12-10 10:44 pm (UTC) (Link)

""X has *better prices/rates/selection/etc*"

"I understand that. But we are Y, not X"




marianlibrarian

2012-12-11 08:09 pm (UTC) (Link)

The only time I've ever had overdraw trouble was when I was with a certain godawful bank that is now out of business/bought out by my current bank. I was in college at the time and living right down to the last cent so I would obsessively check my account balance every day before buying anything. They had a bad habit of not posting charges until almost a week after the charges were made, then claiming it was the vendors and not the bank. I called bullshit. I had two bank accounts at the time (due to my original bank where my parents would put money having no branches where my college/current job was located) and I could make two transactions at the same vendor on the same DAY and one would post immediately, while failbank wouldn't post it for a week+.

HOWEVER, other than that I've never had any problems with online banking. There's even phone apps for that now. I don't understand how people can't keep track of their finances.

brigittefires

2012-12-15 01:51 am (UTC) (Link)

I have issues with a credit union account, where they take debits out immediately regardless of the time they happen, but deposits that are "available immediately" don't "post" for days, sometimes even a week or two. I can check my bank balance on Friday, transfer money from savings to checking (or my mom can send me money from her account, which is more often) and see the deposit in my online checking immediately (and still see it on Saturday). Then I go shopping on Sunday, and get hit with an overdraft fee, and THE FEE doesn't even bring my balance below $0. They claim that my online balance is always accurate with what I have to spend, assuming there are no pending charges, but that if the deposit is shown then that money is available. Yet repeatedly, they overdraft my account, and finally (after the third time this happened) that deposits that happen after 3pm on Friday are not available until Monday morning.

I deposited $100 cash on the first of the month, checked online banking, did not use the account until I "overdrafted" with a $20 transaction on the 13th. Because despite the deposit showing in online checking as having been received AND posted on the first, they say it hadn't posted yet by the 13th, and IN THE SAME BREATH that CSRep suggested that in the future, before I make any purchases, I check my bank account balance in online checking to be sure deposits have cleared. That was pretty much my last straw, I don't use them for anything anymore, the account sits at $0, and will be closing my account as soon as I get my auto loan paid off.