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I have been a customer of Lloyds TSB since the 90’s. Back in the good old days we had a branch manager to whom we go and talk to about our cashflow problems, investments, Oom Stralie’s lumbago and enjoy a cup of tea and a biscuit with him or her.
It was fabulous to leave the bank knowing that that human in that building, a respected memeber in your community, had heard you, had advised you and had also tried to save you interest fees and secured your loyalty to the institution he or she worked for.
Why do I moan?
Well today we have Regional Account Managers instead of a Bank Manager. No more loyalty to me ergo screw them and I will be looking to close all my business with LloydsTSB ASAP
What is a Regional Account manager?
Dunno. Only spoke to one in the decade since this species replaced the Bank Manager.
What do they do?
Dunno but I heard that they call at my branch maybe 3 or 4 times a month. Maybe.
Well can I call my branch?
Yes but only ‘cos I retained the telephone number in my old filofax from years ago. If you did not know any better, you have to call a call centre. Yes, you have to call a 0800 number to discuss your financial affairs with someone who does not live nearby. In fact I think there are either oceans or continents between me and the person who answered the 0800 number that I dialled.
What do you think about that?
I don’t know who the fatcat board of directors at Lloyds TSB are trying to fool or foist costs onto but I do know that they get a kickback on the calls you make to the Indian call centre and the other 0800 numbers you are forced to call if you want to complain or discuss your finances or even to make an appointment to speak to a human Regional Manager. Am surprised they are not humanoids. Mmm maybe they are!
Why do they keep sending demand letters enclosing a blank Direct Debit mandate when I have a standing order setup (to 3 times the value they want paid every month), to pay each month? I dunno. Maybe they don’t know how to review account details on a screen and translate a negative value into one of two things - a payment or a credit!
I could go on and on about the total deterioration of the bank/customer relationship but time zone depending, I know you need to go to sleep or make supper or breakfast. I cannot believe that at a time when we need that human touch, Lloyds TSB still alienate me even further. We pay through the nose in fees to feed the millions in net profits LloydsTSB make each year and all we get is ultrashite service.
They probably think that I should feel grateful for the fact that they allow me to bank with them.
1 comment so far ↓
You are probably not wrong in thinking that there are oceans apart between you and that call centre. I know for a fact that Barclays bank has a call centre operating from here in South Africa. Well, at least, they did a few years ago, not sure if it’s still in operation. The call centre people used to work strange hours too.
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