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Roger Young

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Review of the RCI Bank, Fixed Term Savings Account:

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BIG CALL MANAGEMENT PROBLEM - "We are experiencing high call volumes at the moment"

BIG CALL MANAGEMENT PROBLEM. Yesterday (Friday 4th November) I held on the phone for 35 minutes for someone to answer the phone on a query I had with opening a 1 year Fixed Deposit. I followed this up with an email dealing with the same query. No response to date so have sent a second email. 5th November). I am trying to speak to someone today (Saturday I am still holding on the phone right now. I'm growing tired of hearing - "Apologies for the delay, We're experiencing high call volumes at the moment. Please stay on the line and we'll answer your call as soon as we can". Why can' tthe much repeated message give an indication of where the caller is in the queue, as other organisation do. In this way a decision can be made by the caller as to whether it is worth holding on. Now this would be a real service to their customers. BTW have been hanging on the phone for over 41 minutes and have decided to quit.right now. Reviewed on: 5th November 2022

Reply from RCI Bank Hi Roger, head of savings here, and with bit of a long reply to all the comments but bear with me. I’m very sorry if you had a long wait time on the telephone or not being able to connect. We’ve kept some very competitively priced accounts on sale for the past two weeks up to this morning. At a time when household finances are stretched, I asked the team to give some priority to opening accounts at these rewarding rates (rather than taking the products off sale) so customers would earn a competitive return on their savings for years to come. I’m sorry this impacted your experience with us. I also regret this happened to as many people as it did- we do take onboard all feedback. Due to the sheer volume of applications, the team has been busy processing over 30k manual account openings, telephone calls, emails, and inquiries as we welcomed tens of thousands of new savers. We’re heartened that so many UK households are saving and getting a rewarding rate of interest. We’re now working through the contact backlog. If you still have an outstanding issue and would like a personal response to your query, please follow us on Facebook and send us a private message so that we can contact you directly. Please make sure it’s a private message and you don’t publish your personal information for all to see. Best wishes! Response date: 17th November 2022

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