Are bank staff clueless?

brian · #1 (**permalink**) 07-14-2006, 12:21 PM

When I had a business account with HSBC, I found myself having to ask the normal staff to help with issues 3 times when the business manager wasn't available - and on each time they got it wrong.

It was simple but little things, such as getting the online banking sorted out, and setting up a standing order. And they messed up.

So I resolved to only ever do anything via my business manager.

I since moved business banking to Royal Bank of Scotland after incorporating my company.

However, it turned out that a couple of small payments were left on my HSBC Mastercard, so I called the Mastercard division, and they said to send a cheque for the outstanding amount, with a covering letter detailing which account to credit.

So I did.

3 months later HSBC Mastercard call - apparently, the bill is still outstanding.

HSBC *had* received the letter, and *had* cashed the cheque - but hadn't credited the caredit card account as they were meant to.

Luckily, this is all now resolved.

Question is, is this just one branch of HSBC where the staff are friendly but clueless, or is this a common problem with banks nowadays - where the staff are unable to provide the proper services as required by them?

Anyone else have trouble with clueless bank staff?

LilOne1989 · #2 (**permalink**) 08-29-2006, 09:47 PM

Ouch. I actually had this happen to me with a student loan once. I sent in a check to cover a loan that was almost paid off and they credited it to another loan all together. I didn't even know that the other wasn't paid off until I got a notice.

lyricb · #3 (**permalink**) 09-11-2006, 03:48 PM

Brian, I think that bank staff have a GENERAL knowledge of the usual stuff that an average customer would ask about, but when questions about business accounts and stuff come up you should talk to the specialists in those areas. Many times I think bank staff will make up an answer instead of admitting they don't know the answer.

brian · #4 (**permalink**) 09-19-2006, 12:16 PM

That was the thing - I was even asking about business banking stuff.

First thing they messed up on was simply setting up a standing order. I mean, it's a bank - surely the staff who say they can set up a standing order should be able to do so?

I'm generally finding there's a lot of poor training in the banking sector - at least, that's my perception. Trouble seems to be too much focus on call centers, where staff there are trained to be pleasant and read from scripts, but don't have any real knowledge of the banking services they're supposed to be able to advise on.

And then there's the case when Yorkshire bank wouldn't even close one of my accounts to transfer the money to another account. They kept losing the letters after they recorded receipt...

Plumley · #5 (**permalink**) 10-05-2006, 04:48 PM

There's a similar situation at my credit union and I think it's due to high staff turnover. Used to be there were just two people there, Good and Not So Good. When Good took early retirement, Not So Good must have taken a crash course in something or been held back by Good, because she almost immediately became Good. It's been almost 10 years now, staff has increased significantly, and Good is still the only person who can do things right the first time and sort out problems. I wonder what's going to happen when she retires.

tater03 · #6 (**permalink**) 10-08-2006, 07:32 PM

I had a problem setting up online banking when I switched banks. I had to call three times and talk to two different people just to set my password correctly so I could get on their website. I was so frustrated. But I do think you are right when you say some of it has to do with the turnover rate.

bangfor · #7 (**permalink**) 10-23-2006, 01:03 PM

Banking is no more a hands on affair like it used to be years ago and it's software that does most of the work, especially the electronic banking, which could mean the staff might not be familiar with every bit of what's taking place. That could be the job of the technical support department, which is different from those who work at the counters or in the office.

schatzi · #8 (**permalink**) 10-24-2006, 11:50 AM

Bangfor, you are right. It is true that the officers sitting in the counter have more or less no exact knowledge about technical problems. Some of them are undertraining regarding the advancement.

careerect · #9 (**permalink**) 01-12-2007, 05:47 AM

Good time of the day

Our company is a growing up web hosting provider and software developer .We are committed to absolute excellence. That is why our company focus is on speed, reliability, and performance.
We are looking for professional representative in USA for part-time well paid work.
Conditions:
Working hours: Monday through Sunday, 2-3 hours per day.
Salary: from $30,000 per year. Also, monthly bonus opportunities up to $1,000 are available.
Skills: MS Excel, MS Word
Education: High School
Contacts:
Please, feel free to e-mail us to careerectmail@yahoo.com

Regards

Chris · #10 (**permalink**) 01-27-2007, 07:21 PM

I just find that as well as being clueless they are extremely rude at my bank. They treat you like you are a moron. I do most of my banking through the machine so I won't have to deal with their attitude.

riskey58 · #11 (**permalink**) 01-28-2007, 05:11 PM

I don't know that I would say that they are clueless. I think that they work with so many different people, and many different accounts. That sometimes it really gets confusing.

Exodus · #12 (**permalink**) 02-02-2007, 10:22 AM

I find that most banks consider the normal customers to be more trouble then they are worth. They would rather have million dollar accounts.

Bingo · #13 (**permalink**) 02-02-2007, 08:30 PM

At my bank the customer service is good most of the time and the staff are well informed, but there are a few that must have slipped through the educational system.

ohioguy · #14 (**permalink**) 03-13-2007, 09:43 PM

Some of the newer staff don't truly understand the finer points of the system. In my opinion, they are trained in a limited number of tasks. Beyond that, they have to get help.

Mark A · #15 (**permalink**) 03-23-2007, 10:52 PM

Good rule of thumb is: if they have an office and can't answer your question, get your money away from their hands.

Sponsors

Sponsors