I just want to talk to a human

I received a letter from my bank this morning. They appeared to be under the misapprehension I earn a fair salary, and they wanted to let me know my account would be changing from “current account” to “bank account”.

Yes, you read that correctly. A “bank account”. From a current account. A current account will change to being a bank account. I’m now almost confused as my bank appears to be.

What benefit this change would be to me was not immediately apparent. I would seem to retain the same services I already use, plus access to a high interest savings account, and some app to let me get real time balances and statements on my phone.

Great. That’s impressive.

There’s a phone number I could call to let the bank know I might not want this fantastic upgrade to my account. They called it an upgrade, yet it doesn’t seem to be any different to the account I already own, save they expect me to maintain the supposedly high level of income that prompted the original change. Some chance of that.

I picked up the phone, and immediately hit the problem that I don’t use phone banking and don’t recall the last time I had to set up a security number, or even what that number might have been. Of course, I got through the early bits about sort codes, account numbers and dates of birth, but stalled at the security number. There was no option to bypass the automated system to talk to a human being.

I hung up in disgust. I tried to find out if I could sort this out through my internet banking, but there’s not a clue about the impending upgrade there. Back on the blower.

This time, because I earlier punched incorrect numbers in at the security number stage in a failed attempt to attract the attention of a real human being, I was told the number I can’t remember was locked “for my security”. I was transferred to—a human being!

Why, for the love of Bob, couldn’t I do that from the top of the pyramid?

Anyway, we began the process of sorting things out. Hang on, I’m to be transferred where to do what? I don’t want a security number. I don’t do phone banking. I began to rant. I just wanted to deal with this impending change, not set up a system I will never use. I do use the internet banking occasionally, but mostly I smile and pass the time of day with real human beings in my local bank branch. I just wanted to talk to someone to stop this account change, please.

On hold—having been warned not to hang up while on hold. Rubbish music. Obviously some discussion was going on wherever on the planet the phone system is currently operated from about this annoyed (and annoying) customer.

The minutes ticked by.  Ice ages came and went. God got older.

Finally, I was passed on to a lovely chirpy Scottish lady, who dealt with my issue in about ten seconds. I’ve been on the bloody phone for nearly ten minutes, for crying out loud! It’s been costing me money!

Anyway, it’s all sorted now. I am writing it up to lower my blood pressure. All this frustration because I choose not to use phone banking, and therefore don’t have some stupid security number. Is it beyond the realms of reality for the system to let a caller choose to speak to a human being from the start? Really?

One thought on “I just want to talk to a human

  1. I spent the morning trying to sort out er in doors e-mail account. Been trying for days to sort out where someone had mess about with her e-mail and this morning eventually spoke to someone called Hugh in Glasgow, very helpful chap, so I am pleased with myself and him.
    A few years ago a friend had a letter from his bank giving him an overdraft facility, oh woppee he thought?? Then a couple of years later the bank wrote again to say that as he hadn’t used this overdraft facility they were taking it away from him. Did he say bo ho? No he hadn’t wanted it in the first place.
    Glad you are all sorted, do tell me do you now have a bank account or a current account? Maybe it is a secret, maybe you don’t know either!

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