With yes days annoyance fresh in my mind I called my private banking manager first this this morning. The number didn’t work. Arse. Still, never mind, I’d call the premier banking call centre and get the details I needed from them. In got through quickly (i always do, it’s one of the perks of the account) and the lady on the phone just wanted to verify who I was with some security questions. No problem.
Question 1: what amount was yesterday’s transactions to the apple iTunes store for? Erm… I don’t know, they roll up purchases and tend put them through in batches. Let’s try the amount on the latest email.
Question 2: When did I open the account? Erm… feck knows. Sometime this year if you’re talking about when the faffing about happened. Looking at the paperwork for the time I’m going to guess this date.
Question 3: How many accounts I have? Does that include savings accounts, current accounts, ISAs, credit cards, mortgages, joint accounts? I dunno, 5?
Question 4: What is the first line of your address. Easy, nailed that one.
Question 5: What is the airspeed velocity of a laden swallow? I don’t bloody know! African or European?!
I was duly informed that they had failed to identify who I was, couldn’t access my account, couldn’t tell me how to get hold of my private banking manager and that I would have to wait for a letter to arrive or go into my branch.
Right. Bag loaded with paperwork, passport and iPad. Let’s head to branch. Was. Not. Happy.
Got to the branch and spoke to someone on the counter. They looked confused, which is probably to be expected, and I was handed off to someone who could help. I explained the situation, showed them the letter and they straight away said that the insurance company should have been told about the account move and that it shouldn’t be a problem. “Leave it with me”, she said, either she would get it sorted or, if my private banking manager could fast track it, get him to do it. We then sorted out the contact details for my private banking manager (I had the number 1 digit out for him, this is now fixed). A few other bits and bobs were sorted out meaning the outcome was satisfactory and my ire was quenched. I would not be moving my accounts.
Subsequent to that I’ve had a call from my private banking manager to check that everything was being sorted to my satisfaction and explain what was going to be done to ensure that I got my insurance money.
What I do find slightly ironic is that if I was a normal customer, who probably needs the money to pay a rent cheque, or buy food, I would probably have to jump through no end of hoops to get this sorted. It would be annoying, but not financially catastrophic if I didn’t get this money and they bend over backward to ensure I do get it. Still, I’m not going to complain
Update: So the bank called. They’re refunding me the lost money from the insurance claim and given me a nice bit of compensation. I was actually very nicely surprised