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Jennifer Robinson

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Review of the Harpenden Building Society, Savings:

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Terrible customer service

I received a letter from Louise Wilson giving instructions, among other things, on how to sign online to give authority and instructions as to how to give 90 days notice to close the account. I rang twice to the Harpenden and spoke twice to Wendy. Subsequently I received a call from Louise. Her instructions in the letter were wrong and neither Wendy or Louise could help further. Louise has instructed me to make a complaint t to the FSA and send in her letter. I reminded Louise that there were extra complaints about speaking to Louise and Wendy today. I'm unsure what I need to do now. Help to resolve matters ASAP. Reviewed on: 31st October 2023

Reply from Harpenden Building Society Hi Jennifer, Thank you for your feedback. I understand my colleague Emma has spoken to you and your husband about your experience and has agreed what we need to do next, but I wanted to reach out to you to apologise that the standard of service you received did not meet your expectations. We have raised some of the issues you have experienced with our software provider and will work with them to improve the user experience. Thanks once again, Jon Response date: 2nd November 2023

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