I have been their customer for over 20 years. With COVID and several cancelled tickets, I started charge back process with them. 1st went fine. Then I had 2 other cancelled tickets and all hell starts there. From the link that they forgot to send me, to non working links, to non professional managers (Imran) calling me back to tell me it must be my laptop ( and I have 2 of them) - my stress level was rising up with every call. One of the managers was kind enough to provide me with the email address to send all documents and I thought it was all done. But no, I received another letter that they did not receive documents ( and I sent over 30). Then I had to spend another lunch break calling them and explaining they have everything. Then they had to investigate AGAN and I had a call back from another manager ( it seems they are advancing people who are not fit to be managers and they do not bother even to read the notes/ history before they call me back) who told me it was all good, I just have to wait and offered me £50 compensation for 13 calls ( and every call is minimum 40 minutes) for my stress and waisted time.Meanwhile, my interest free offer was ending and I was still awaiting for them to check everything so I ended up paying the interest for their mistakes. I refused her £50 and waited for the cancelled tickets to be refunded. Another 6 weeks down the line, 1 refund was issued but not the other ( this is already 3 months waiting) . I was abroad and called them yesterday and asked for someone to call me back. The manager called me today , named Tracy to tell me it was my mistake that I sent everything together for both references. This is the reason why they asked again (!) for documents. At that point I lost it as it was clear to be that she did not read anything, otherwise she would know that I went through 13 calls to send them finally documents via email as none of the links they sent were not working. She was rude, obnoxious and not fit to be a manger and she has no people skills. I called these people 15 times and they called me at least 6 times and to treat me like this? Disgusting! I will close my account with this bank as soon as I finish all this as they have the worst customer service ever. Big disappointment.
Reviewed on: 22nd December 2020
