Permanent TSB Customer Un-Service!

Discussion in 'Banking, credit cards, etc' started by aido71, May 19, 2017.

  1. aido71

    aido71 Frequent Poster

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    This is more of a rant really but also to highlight what imho is how far some Banks have gone from anything that resembles customer service.

    Basic background is I am Treasurer of a voluntary committee within an organisation. The accounts are with PTSB (my own personal Banking is elsewhere) and have been for many years (I am in SITU for 2yrs). 2 accounts with considerable amounts as quite a lot in and out and also a lot of fundraising. Anyhow Statements are sent out each quarter to the office of the organisation and the secretary sends them on to me etc. I am currently getting accounts in order and noted I had not received a statement since January. The office have no record of receiving it (and these ladies very diligent with these things). So I strolled in to my local branch to request a copy to be told they cant do anything and directed me to a phone to contact Customer Service. I then spoke with some chap who told me a re-issue costs €2.50 and he nor anyone else had the discretion to waive this. If I wanted to take this further I had to lodge a formal complaint which would be assessed by the complaints department! So although this not my money and only 2.50 I thought this was ridiculous but went ahead and filed a complaint. Today I received a letter outlining that my complaint had been looked into and as the original had been sent PTSB could not be held responsible for An Posts failings and as such my claim for a refund was being denied! I then received a call from a lady in to ascertain that I was satisfied with their "prompt" investigation into my complaint and that as a valued customer I was happy that this had been thoroughly dealt with! To say I was bemused was an understatement and although she sympathised with me stated that PTSB again could not be held responsible and the charge stands. Although it is not my money and a miniscule amount I informed the lady I was going to close all accounts and move to a different bank as I failed to understand any of their reasoning (this is the first time any request for anything has been made to them). Is it just me or is this bureaucracy gone mad? What a ferocious waste of time on a simple matter. Incidentally I asked a friend who is a manager in another bank and they thought this was hilarious and said that although rules everywhere have been tightened up there still exists some discretion albeit further up the food chain. Anyhow that my rant! And still 2.50 poorer!
     
  2. aido71

    aido71 Frequent Poster

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    93
    Oops just noticed I made a faux pas! The chap on the phone said "neither he nor anyone else had discretion"
     
  3. CiaranT

    CiaranT .

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    4,547
    There are administration costs in reissuing statements, that were already posted, and are also available free online. €2.50 seems like a fair price to me.
     
  4. aido71

    aido71 Frequent Poster

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    93
    I appreciate admin costs; my point really is related to being at a point where customer service is non-existent and my amusement at the time and effort put into "investigating my complaint". Ironically this cost is far more than 2.50...in fact the cost of postage,stationary etc they used would be greater! Academic really but guess am lamenting that we have arrived at this point in business whereby losing a customer over such a thing means nothing to a corporation....Having been in business a long time I hope I still retain some personnel touch without pandering to every whinge.....Been pretty successful to date and don't plan to change!
     
  5. ardmacha

    ardmacha Frequent Poster

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    233
    Two observations. Is the statement in fact available online in an appropriate format?
    Secondly, if they do not come up with the goods, put in a request under data protection for all correspondence over the last 5 years, to identify how this complaint was escalated etc. They can charge you €6 for this, but it would be easier for them just to help you.
     
  6. mathepac

    mathepac Frequent Poster

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    6,327
    And ask for proof of posting and ask if they can produce evidence over the years to prove statements and other correspondences were posted.
     
  7. delfio

    delfio Frequent Poster

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    90
    Yerra sure ask them to call round for a cup of tea to discuss the topic while you are at it :cool:
     
  8. aido71

    aido71 Frequent Poster

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    93
    Lol! :)I can get the statement online but as these accounts get audited I need to include the original statements. I could do as suggested and ask for proof but in reality probably wont be bothered as not worth my time/effort. Have found them onerous to deal with anyway (all simple things but everything seems to be an effort and big deal to them) and really this is just the final straw to make me go elsewhere. Bigger problems in the world but this was just to highlight my frustration at the way some things are done nowadays!!
     
  9. GlenGlasker

    GlenGlasker Registered User

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    11
    You could ask for proof it entered the postal system and I suspect they'd give you the 2.50 back at that point - or maybe compromise with 1.25 as they can't prove they posted it and you can't prove you didn't receive it. I'm on the committee of several voluntary orgs and if it's any consolation the other banks are a nightmare to deal with too!