My mum rang today 18/1/23 at 10:22, was quite shocked at how the lady spoke to her, gave little to no time to let my mum speak and give the security questions which made my mum upset and ended up crying as she was panicking so she was forced to ask me for help, when I was asking for the information she rattled it off, which I ended up telling her to slow down as even I struggled to comprehend what she was saying, they are supposed to be an over 50’s savings company but don’t know how to deal with the older generation, spoke to quickly so my mum couldn’t absorb the information she was given. The customer service people need to be trained properly/ differently to help the older generation better. Ended up going online and sorting it myself for her, was told that it couldn’t be transferred into an ISA which I had no problem in doing online, so why have a customer service centre in the first place. All they have have cause today is unnecessary stress for my aging mother. Will not be using them again unless the call centre staff are retrained appropriately.
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