Laughable really. I am supposedly a "private account customer" and I pay for that (not for much longer). I wrote the following to Clydesdale bank, and have been contacted today by some clown from "Virgin Money" who says that my complaint will be responded to in the next 4 to 8 weeks. Just read what I wrote, and reflect on their response! Says it all, doesn't it?
I am a private account customer acting as executor to my late father and I will need an account for September / October onwards for this purpose. I am happy to pay a reasonable fee for this safety and security.
Your "bereavement line" first of all tells me that you can't be bothered to answer because of Coronavirus, and then tries to throw me back to your website. (Which contains nothing to help me).
This is exactly the sort of clueless and infuriating lack of customer service that I have expected since you tied yourself up with the truly dreadful "Virgin" brand, and I can only say how thoroughly depressing it is to see it all starting to happen, exactly as feared. I suggest the following course of action:
1) Get rid of the Coronavirus message on your bereavement line - everyone is maddened by these excuses now and they have become the hallmark of abysmal service and a profound lack of care for customers everywhere.
2) Get that line answered promptly by a human being who sounds as though they care, not a machine - it is a bereavement line, remember?
3) Stop showing so obviously, that you are trying, with every fibre of your being, to try to prevent your customers from actually talking to anyone.
4) Show this all to someone who can make it all happen now, or these comments are going to appear all on feedback pages all over the internet.
5). Kindly have someone email me or call me to deal with my requirement.
6) Dump the Virgin brand, cut your losses, learn from the experience. It is not a good look, and pretty unpopular, having utterly wrecked our gyms, trains, flights, and now, it seems, our banks!
Yours most sincerely.
Reviewed on: 18th August 2021
