Banker couldn't help me because her kids were being dropped off to the branch.

Discussion in 'Loans & Mortgage Brokers' started by wylie, 30th Apr, 2016.

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  1. Cbrgirl

    Cbrgirl Well-Known Member

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    Awful service and she sounds very unprofessional.
     
    Cbrgirl, 1st May, 2016
    #21
  2. Marg4000

    Marg4000 Well-Known Member

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    Once I find a helpful person at the bank I get his/her business card. Then I simply email and make an appointment for any future needs. With a competent person I am rarely there for more than 15 minutes even for several matters. Works well till that person leaves the branch and the process has to start over.
    Marg
     
    Marg4000, 1st May, 2016
    #22
  3. wylie

    wylie Moderator Staff Member

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    Agree Marg. And that is what is the problem. The helpful people keep getting moved on. I've kept hold of the mobile number for someone and will call that person Tuesday. I will not be going back to this particular branch for this new account.

    This lady's business card is in the bin.
     
    wylie, 1st May, 2016
    #23
  4. teetotal

    teetotal Well-Known Member

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    Everything is KPI driven these days and hence the customer service get affected.
    Usually savings accounts are not included in their KPIs so they dont like to waste time on something that wont benefit them...
    They would love to talk about insurance, credit card, personal loan etc.
     
    teetotal, 1st May, 2016
    #24
    JameZ likes this.
  5. Joynz

    Joynz Well-Known Member

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    Yet another example of private enterpise at work!

    But the shareholders are happy, and that's what counts...
     
    Joynz, 1st May, 2016
    #25
  6. Jess Peletier

    Jess Peletier Mortgage Broker & Finance Strategy, Aus Wide! Business Member

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    It's beyond me how they expect to meet kpi's with no customer service. Perfect selling opportunity for other products while setting up a saving account. Some people are just crap at their job unfortunately.
     
    Jess Peletier, 1st May, 2016
    #26
  7. Drgonzo

    Drgonzo Well-Known Member

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    Or you could have just opened an e saver online in around five minutes?
     
    Drgonzo, 1st May, 2016
    #27
  8. HUGH72

    HUGH72 Well-Known Member

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    I have done the same in the past but unfortunately the good ones don't seem to stay around. They get promoted
     
    HUGH72, 1st May, 2016
    #28
  9. wylie

    wylie Moderator Staff Member

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    You mean with another bank? I want to be able to transfer immediately from this account to other accounts... (and that doesn't excuse the lack of service anyway).
     
    wylie, 1st May, 2016
    #29
  10. Drgonzo

    Drgonzo Well-Known Member

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    No with Westpac. I am surprised the bank was even open at 435 on a Friday afternoon.
     
    Drgonzo, 1st May, 2016
    #30
  11. 2FAST4U

    2FAST4U Well-Known Member

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    I'm currently having fairly poor service with my bank. I have a house under contract that was subject to finance with unconditional approval due by the 29th of April. On the 28th of April the lending manager sent me an email requesting a rental statement apologising for not asking for it sooner. She also said that the application was just waiting to be signed off. I tried calling her on the 29th and 30th and sent her an email but she hasn't replied to the email or answered/returned any of my calls. I was talking to a lawyer and he said that was fairly common with banks in terms of them missing their deadlines.

    The other frustration I have with banks is their opening hours. They make billion dollar profits but they have opening hours as though it's still the 1950's except they aren't even open 9-5 (most of them are 9:30-4) and you'll be lucky if they open 9-12 on a Saturday.

    Edit- Not everything can be done online!
     
    2FAST4U, 1st May, 2016
    #31
  12. JDP1

    JDP1 Well-Known Member

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    if the druie bank branches offer better customer service than this, then ..yep...we have a problem:)
     
    JDP1, 1st May, 2016
    #32
  13. datto

    datto Well-Known Member

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    That's 5 star service compared to what you get in Mt Druitt.
     
    datto, 2nd May, 2016
    #33
    JDP1 likes this.
  14. EN710

    EN710 Well-Known Member

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    Not a good enough service

    and why did she need to tell you this? Might as well say "I don't want to serve you right now" :-/
     
    EN710, 2nd May, 2016
    #34
    Adele and wylie like this.
  15. jins13

    jins13 Well-Known Member

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    My biggest biff is when the staff start using the information to ask intrusive questions such as where did you buy your properties and etc when all I want is a bank cheque or a replacement card.
     
    jins13, 2nd May, 2016
    #35
  16. wylie

    wylie Moderator Staff Member

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    LOL I just went to the complaints page for this bank and thought I'd scroll down and add my little complaint. I got sick of scrolling and gave up. That is a LOOOOOOONG page of complaints. :eek::D
     
    wylie, 2nd May, 2016
    #36
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  17. Marty McDonald

    Marty McDonald Mortgage broker Business Member

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    Its so easy to bank bash but did you consider that maybe the person you were dealing with had to leave in 20 minutes and had 10 others things to do before she left and she couldn't risk being late to pick up her kids? Maybe she was just crap and hated her job.I dunno just saying its easy to be critical when you dehumanize the experience.

    Taking away incentives and KPI's would,d go along way to fixing the culture in branches IMO but can't see that happening any time soon.
     
    Marty McDonald, 2nd May, 2016
    #37
  18. neK

    neK Well-Known Member

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    Both :p
    That's pretty poor service, not something I would stood for.

    But unfortunately, the training in the branch is done in such a manner that staff are not taught to think and a reprimanded when they do.

    Having started in a branch and worked in there through various roles over the years, there are some customer service people who are quite smart, but there are also some pretty dumb ones and can only follow sequence (and freak out at the slightest change).

    In your case it would seem that they don't think they can open an account without spending 30 mins to "get to know you" so they try and flog stuff to you (there was a whole checkbox style sheet that they had go through to open an account - the actual account opening process was less than 5 mins).

    Though part me things you weren't "assertive" enough (ie be an a-hole) and demand they open the account and cut the BS. :p

    I had my bank call me last week asking me how they could help me. First thing I blurted out was - "lower my interest rate". That's my default response to bank employees :)
     
    neK, 2nd May, 2016
    #38
  19. wylie

    wylie Moderator Staff Member

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    She said her kids were being dropped off to the branch. There were two tellers standing looking at me. Nobody else in the branch. Surely one of those three people could have opened an account in 25 minutes?

    And the branch was closing in 25 minutes. The staff have to balance and lock up, and don't walk out the door at 5pm.
     
    wylie, 2nd May, 2016
    #39
  20. wylie

    wylie Moderator Staff Member

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    My son said last night there is no way he would have walked out without kicking up a fuss. To be honest, I was sort of dumbfounded, didn't want to make a fuss (not my style) and one of the tellers I knew slightly from when she'd helped me at another branch, so I didn't want to look like a hysterical madwoman.

    But, with hindsight, I should have insisted. But if this woman stood her ground, I could't really have done much more except rant.
     
    wylie, 2nd May, 2016
    #40
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