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NS&I apologises for customer service

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yorkshirelad1
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NS&I apologises for customer service

#379542

Postby yorkshirelad1 » January 22nd, 2021, 9:08 am

NS&I boss apologises for customer service amid rise in withdrawals
https://www.theguardian.com/business/2021/jan/22/nsi-boss-apologises-for-customer-service-amid-rise-in-withdrawals

NS&I boss apologises to savers for poor customer service but warns them to expect long waiting times to continue until spring
https://www.thisismoney.co.uk/money/saving/article-9172037/NS-boss-apologises-savers-customer-service-meltdown.html

Adamski
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Re: NS&I apologises for customer service

#379544

Postby Adamski » January 22nd, 2021, 9:13 am

Feel sorry for the older folks cancelling by phone. I found it easy to take money out online.

Obvious it would cause mass withdrawals by taking rates to from 1% to 0.1%. Hair Kari by the management of NS&I.

paulnumbers
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Re: NS&I apologises for customer service

#379565

Postby paulnumbers » January 22nd, 2021, 10:39 am

yorkshirelad1 wrote:NS&I boss apologises for customer service amid rise in withdrawals
https://www.theguardian.com/business/2021/jan/22/nsi-boss-apologises-for-customer-service-amid-rise-in-withdrawals

NS&I boss apologises to savers for poor customer service but warns them to expect long waiting times to continue until spring
https://www.thisismoney.co.uk/money/saving/article-9172037/NS-boss-apologises-savers-customer-service-meltdown.html


Any time you call a bank, and their recorded message is "Our customer service staff will not accept abusive or threatening behavior on the phone call" , you know something has gone badly wrong.

dealtn
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Re: NS&I apologises for customer service

#379575

Postby dealtn » January 22nd, 2021, 11:12 am

Adamski wrote:Feel sorry for the older folks cancelling by phone. I found it easy to take money out online.

Obvious it would cause mass withdrawals by taking rates to from 1% to 0.1%. Hair Kari by the management of NS&I.


Agree it was obvious, and therefore must have been so to management also, in which case it was planned. Doesn't excuse poor customer service though. Not sure what you mean by Hair Kari (sic) in that context.

richlist
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Re: NS&I apologises for customer service

#379578

Postby richlist » January 22nd, 2021, 11:21 am

Entirely understandable given the circumstances.

* Drop in interest rates.
* Pandemic giving rise to changes in working arrangements.
* Staff off sick, isolating or caring for others.
* Increase in workload.

Result = chaos or slower response depending on how you look at it.


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