I just wanted to reclaim points due on my Credit Card loyalty scheme. Simple? Yes, maybe. Easy? Not with ‘XYZ Bank – Reward Scheme’.
No obvious link on the XYZ Home Page to their Reward Scheme dept. Tried their Search function. Had a quick look at FAQs. Still no obvious solution or phone number.
I had two simple questions: 1. How many points do I have? Can I claim them for Dunnes Stores vouchers? Simple? Yes …
I selected their on-line ‘Chat’ service. .. was ‘answered’ quickly by Kevin. He gave me an 1890 number to call. I called it, listened to the normal filler info re calls may be recorded etc. Simon came on and went through the 3 security questions, and then he listened to my question and said he would transfer me to the Reward Scheme dept. It rang and rang and rang…. I gave up.
I went back to the Chat function. This time I got Matt. Also a quick response. But Matt said all he could do was give me a link to the web page. I wasn’t overjoyed with that option. He gave me another phone number.
I rang. Went through all the security stuff again. Then got to talk to a lady called Elmo, Eva or maybe Ella (she had a strong UK regional accent – more of which anon). What delight – she was able to answer my questions and fulfil my request for vouchers. On the ‘accent’ issue it took her four attempts to get across the simple phrase “for in store use only”. I love regional accents – but those with them must remember to speak a bit more slowly – particularly when talking with Customers from outside their region. However to be fair to Elmo/Eva/Ella she did sort out my issue. Success? – Well not quite.
She asked for my address. When I gave it she said it did not match her records … which gave my address from over 4 years ago. ‘Strange’ I said, as I have been getting all correspondence from XYZ and their Credit Card people to the new address for over 4 years. “Can you change the address now? I asked naively. She said I would have to change the address details with their CC dept – I said that was ‘Strange’ since they obviously have the correct address already. She transferred me.
Through all the Security palaver again. Emma, this time. She was rather surprised with my explanation of why I was talking to her. “We have your correct address” she said. “I KNOW” I said. “But your Reward Scheme people don’t and they say you’ve got to change it”. She put me on hold to talk to her Reward Scheme people (I assume). She came back on and said it was all sorted. I wonder.
Oh I forgot to mention the ‘online survey’ that popped up – asking me to rate their ‘Chat’ service and people. Give me strength.
On the positive side I sent the above tale to XYZ Bank in an email and they acknowledged, apologised and compensated me with extra Rewards points!
Serious question: how much confidence would this give you in any organisation, never mind one that is supposed to be Customer Service driven, efficient, effective… a financial service provider?
Final thoughts – have you:
- Tried to contact your own organisation by phone?
- When you don’t have a specific extension number?
- Listened to the variety of options?
- Found none that suited?
- Got through to a human being – to find they’re from another Continent?
- Been transferred numerous times?
- Had to answer the ‘security questions’ multiple times?
- Realised that 1890 numbers cost you money even if you have a package that covers ‘all calls’?
So how do you think YOUR Customers feel?