I’m sick of being messed around. Seriously. I mean, what the hell did I do to have every company I talk to feed me bullshit lines over and over?
This time, its the Post Office Credit Card and their god awful customer services who, I’m now convinced, don’t know their arse from their elbow.
I decided to get another credit card. My new(ish) job means my income is a lot healthier nowadays, so rather than pay monthly interest I figured a new credit card and a balance transfer would be the way forward. At about the same time, a guy in the Post Office handed me a flyer advertising 9 months 0% interest on purchases, balance transfers, etc on a P.O. credit card. Sounded like a good deal so I applied – I assume I was accepted because they they sent me through the letter requesting all my ID and credit expert alerted me to a credit check on my account.
Now, the one bit of ID I was struggling with was a bank statement – I’m an online banker so I use paper-free billing – save the planet and all that, eh? But thankfully one of my accounts (I have 3) still sends statements every 6 months – its not my main account, but its a current account. And seeing as the letter I received asked for…
Current Account Bank Statements detailing a minimum of 1 months transactions and dated within the last 3 months.
…and the account statement I had was for a current account, I didn’t think it would be a problem.
But no. Or at least not according to the letter I received a week later, telling me that I had sent the wrong bank statement. I called them up and was informed that I need to send through a statement for my main current account – ie, the one my wages went into. OK I admit that in hindsight this makes perfect sense, but then the letter didn’t ask me for that specifically.
This is where it begun to get messy. I pointed out that my application would likely expire before I could get a bank statement ordered and sent in, and was advised I could print one off from my online banking…
Send it to us with a cover letter explaining you don’t get paper statements and it should be fine.
Wow, how cool is that? Except I’m not as naive as I used to be (thank the equally clueless Fitness First for that). So I hung up, waited a while, and called back to ask the same question. The person I spoke to then tells me:
No, you can’t just send it in – its needs to be stamped as verified, which you can do at any of the main Post Office branches.
So I hang up. 2 stories in 24 hours has killed all confidence I had in their ability to stick to a single story, so I ring a third time:
No, we only accept originals. We can’t accept printouts.
So I decided to opt for the third response, seeing as it was the most strict and so most likely to be accepted, and so I ring and order a bank statement.
Annoyingly, my statement doesn’t arrive with the 10 days max they quoted me and a call to them confirms they have no record of my request. At least they didn’t charge me though, which was nice. I take the opportunity to phone Post Office again to confirm I’m not too late with my application, and I’m told:
No, it should be fine. Just send the documents in, I’ll make a note on your account.
As is now standard, I call them back and ask the same question:
Yes, we’ll still accept your ID. I can see a note on your account to say you’re sending them in.
The same answer twice in a row! Woo-f**king-hoo! So I ring to order another bank statement – and today, 5 days later, it arrived.
And that leads me to the friday just gone. They forgot to include the freepost envelope mentioned in the letter when they wrote to me, so I rung for the address. The girl paused for a second and tells me:
I can see you applied back in September. Its too late, we won’t be able to process your application you’ll have to wait 3 months to reapply.
I fed back to her what I’d been told by the previous customer service agents, and she said fine and that she’d just read through the notes.
Ahh, they will have said that we may still be able to accept your application. Its not definite.
Contradicting herself within a 20 seconds timeframe? That has to be some sort of record.
So now I’m done – I’ve had enough. I get off the phone, call back and ask to make a complaint. Ironically, if I’d spoken to the guy who made a note of my complaint in the first place I could have saved myself £5 on a bank statement and a lot of time. As I was listing the things I’d been told, his response to most of them begun with:
Ah, now I know thats not right, because…
You get the idea. Post Office customer services are f**king useless, blah blah. I know I’m starting to sound like a bit of a broken record but it seems every company I speak to gives me something to moan about. In all seriousness, I’m actually a hard guy to annoy – I mean, I still use Fitness First (!!) even after all the crap I went through with them – which reminds me, I have to write the final blog post in that series… :makes a note:.
So anyway, I’m just waiting on a response from whoever deals with the complaints. I don’t expect they’ll offer to process the application, but thats irrelevant because my line of thinking is: If they mess you around like that before you become a customer, what sort of nasty surprises do they have planned for you after you sign on the dotted line?
Disclaimer: Quotes may not be 100% accurate to the letter as I’m recalling them from memory and these conversations span back 2 months, but if they’re not spot on then they’re pretty damn close.