———- Forwarded message ———-
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Tue, Jul 3, 2007 at 12:53 AM
Subject: Re:
To: "Williams, Yvonne (CRU)" <Yvonne.Williams@rbs.co.uk>
Hi,
I'm refering to your e-mail, and to the phone-call last week, where we agreed that I would
send you an e-mail about the problems I had mentioned in my initial e-mail.
I started writing down the dates for the phone-calls etc, after my first calls to the bank
remained unreturned.
So I'll try to explain about this chronologicaly:
First I saw your ad on the internet where it said that if one switched to RBS, one would
get a £100 switch-bonus.
I had been thinking about changing bank earlier, and since RBS is just around the block
from where I live, I thought it might be a good idea to switch.
So I went to the bank, and got an apointment for a meeting with Michelle Rigby on 19/3.
19/3:
On the meeting Rigby said that I would recieve a card and some documents about the
new account in the mail in a few days.
28/3:
Then more than a week went by, and I didn't recieve anything from the bank, so on
28/3, I called the bank, and they said that Rigby would call me back, but she didnt.
3/4:
Then I went to the bank and contacted the reception. They told me that there was
something wrong with my details, and that they needed to see more utility-bills.
(Even if I had brought quite a few utility-bills with me to the meeting on 19/3).
Since I live not far from there, I just went home and found, I think it was my council-
tax bill or water-bill.
Then I was told that Rigby would call me back on 4/4, but she didnt call.
4/4:
I called the bank again, they said Rigby would call me back.
I asked if I had got an account-number there for the new account yet, but
they said that I hadnt got an account-numer there yet.
12/4:
I went to the bank in Dale St.
I spoke with the blond girl with the long hair in the reception. (Just to describe better who
it is, it's the one that usually has got big dark circles under her eyes).
The girl said that the account was off to be opened early next week.
But I didnt hear anything from the bank this time eighter.
19/4:
I went to the bank again, and this time I spoke with the other blond girl in the reception. The one
that has a bit shorter hair. (But she has her hair plain, straight down, and dont 'arrange' it, like
the other blond girl does).
I explained to her that I was there a month earlier about the account, but that I hadnt heard anything.
She said that she would go and ask the Manager about this.
When she came back from speaking with the Manager, she said that I would be called from the
bank about this the same day (19/4) or the next day (20/4).
20/4:
But noone called from the bank.
So at closing-time on 20/4, I went to the bank again, and spoke with the girl with the longer blond hair,
(The one with the rings under the eyes, and who I think usually sits in the place in the reception thats to
the right for the customer, the place closest to Dale St.).
The girl told me that the papers where at the service-center.
The bank was closing, I wanted to complain about that noone had called me from the bank on 19/4, or 20/4,
like the blond girl with the short/plain hair had said that the Manager said on 19/4.
But the bank was closing, so I agreed with the person in the reception, that I would go back to the bank again
on 23/4, and ask to speak with the Manager.
23/4:
I didnt get to speak with the Manager, but I got to speak with a representative called Hayley.
She set me up for a new meeting with Michelle Rigby the next day.
24/4:
In the meeting Rigby told me that the application had been lost by another department, so we had to
make a new application.
I had to go home and fetch the bank-statement from the old bank, and the utility-bills again, since they
were needed again for the new application.
I explained to Rigby that I was also looking for a loan, since I quite recently had been unemployed, and
har arrears on my rent and on a couple of other bills.
Rigby said that we could have a meeting where I would get a quote for a loan, after I had recieved the
letter from the bank about the new account.
I explained to Rigby that I had agreed with the girl in the reception on 19/4, that I would complain to the
Manager, regarding that the bank didn't call me on 18/4 or 19/4, like the blond girl/woman in the reception
with the plain/short hair, had said that the Manager had said (on 18/4) that the bank would do.
I also said to Rigby that the bank (meaning her), had been supposed to call me several times, but didnt.
I asked Rigby if it would be possible to send an e-mail to the branch-manager about these things (that
the bank didnt call on 18/4 and 19/4, and (Rigby) on the times before).
But Rigby said that it wasnt possible for me to send an email about this to the Manager. (She only said
'no', when I asked if it was possible, but she didnt explain why it wasnt possible).
She looked a bit upset when I asked about sending an e-mail to the Manager, so I didnt ask more about this.
She did say (earlier in the meeting), that she had contacted the customer-care department about this, and that
they would call me regarding the complaint one of the next days.
25/4:
On 25/4 I recieved a call from the customer-care department.
I was at the gym while they called me, so I asked them if it would be possible for them to call me
back later, when I was at home, and when I had the notes that I'm writing from now available.
But the customer-care department didn't call me back.
–
Sometime between 25/4 and 11/5, I was at the bank again, and spoke with the blond girl with
the plain/short hair.
I told her that the customer-care department was supposed to call me, but didnt.
She said that she had logged this as a complaint, and that they would call me from the customer-
care department the next day.
I also went there to set up a new meeting regarding the quote for the loan, that Rigby had said
that I would get after I had got the letter from the bank about the new account.
11/5:
In the meeting about the loan, Rigby said that I couldnt get a loan, since I was self-employed,
and only had copies of e-mails to document about my work.
I asked her about the £100 switch-bonus, if I still would get the switch-bonus, even if my new
account only was a cashcard (key-card) account.
Rigby could confirm this. That it was absolutly certain that I would recieve the £100 switch-
bonus, as soon as the three direct-debits were set up on my account, even if the account
was just a 'cashcard'-type of account, and not a current-account.
I thought I'd ask this to be sure, since I thought I had read something about this in the rules
for the switch-bonus on the RBS-site.
So thats why I asked Rigby if she was absolutly certain about this, since I didn't remember
exactly what the rules said.
(I tryed to check the RBS website when I got home, to see what the rules said, but I didnt
manage to find the rules on the RBS website then, I think it must have been due to the
switch-bonus campaign-periode being finished.)
In the previous meeting (on 24/4), Rigby told me that I would get a quote for a loan as soon
as I had recieved a letter from the bank confirming that the account had been opened.
I had planned to expain in the meeting with Rigby on 11/5, about the problem with the that
the customer-care department hadnt called me like they said they would do.
I really had a quite high expectations about getting a loan to cover the arrears, since Rigby
had said in the meeting 24/4 that I would be given a quote for a loan.
So the fact that I didnt get a quote for a loan, made me a bit disapointed, and made me
think about the £100 bonus.
And after I had asked about that, it seemed on Rigby that she wanted to end the meeting,
so I was a bit embarresed, and I didn't get to ask about why the customer-care department
hadnt called.
But, as a precaution, I made sure to write down what Rigby had said about the £100 bonus
on a note, as soon as I got home.
I sent you an e-mail (from your website) about the problems (about the customer-care
department not calling etc.) some weeks before 21/5, but I didnt recieve answer to this
e-mail.
21/5:
On the 21/5, I was in your branch in Dale St. again, to deposit a cheque for £20, that I had
recieved as a refund from Scottish Power.
This was at around closing-time.
So the blond girl with the long arranged hair and the circles under her eyes, had to lock me
out of the bank by the staff-enterance.
I tryed to be nice and say that I was sorry about being late etc.
Then the girl started saying that I should get out of the house earlier.
I work as self-employed from home, so if there is much to do, then I quite often dont go out
of the house until the companies in Scandinavia (which I call to do research for my work), have
closed.
So I remember that I thought that the girl in the bank was a bit out of line starting comenting on
when I went out of the house.
I was only trying to be nice, I said sorry and tryed to tell a joke etc. (That I always use the
staff-door etc).
So I didnt think there was any need for her to be unpolite.
So thats why I decided to write a new e-mail from the RBS website when I got home from
depositing the cheque.
23/5:
On the 23/5, I called the Dale St. branch, enquiering about the £100 switch bonus.
I had set up three direct-debits on my account, and I had an arrear at the gym, which I
had promised the gym that I would pay when I recieved the bonus.
I didnt catch the name of the representative I was speaking to. He knew who Rigby
was, and by the tone he used (a bit agressive, like he was the one in charge, and
if I remember right, I think the call was transfered to him after I had spoken with
someone else, asking if I could speak with Rigby), and since he sounded like he
was maybe 30 or 40 years old, due to this, I assumed that he was one of the
managers.
(It says on my notes that the call was aournd 4.30 pm, I wrote down the time since I
didnt catch the name).
The representative said that I would recieve a letter about a week after 4/6 (when the
last of the three direct-debits was sheduled to be paid).
In the letter, it would be explained when I would recieve the £100.
(I seem to remember that he said that he thought it would take about one or two weeks
from when I recieved the letter, until I would recieve the £100).
8/6:
In the beginning of June, there was a processing-error made by the gym (which is run
by Liverpool City Council).
Ive spoken with the RBS customer-care department (Jamie), and he said that it was
a duplicate payment/processing error from the gym.
He said that the gym only had one mandate, and that they therefore only could charge
one payment a month.
I had also spoken with Lorna at the same department about this earlier.
Because when I tryed to withdraw some cash from my accout on 4/6, then it should
have been about £20 there.
But the cash-machine said that my account was overdrawn, so I called the RBS
customer support line, and spoke with Matt. He said that he thought I should have
gotten a refund on the £38 overdrawn charge from RBS, since he thought that the
two Liverpool City Council charges looked so similar on the system, that he thought a
member of the RBS staff should have picked it up.
I later spoke with Lorna from the RBS customer support department about this, but she
said that the gym/Liverpool council had to pay, because it was their fault, and the bank
was unable to refund the charge.
I tryed to call Lorna (on 0845 300 4416) and get some more details about how I should
explain to the council about what had happened, and Lorna was supposed to call me
back on 7/6 I can see from my notes, but my notes also says that she didnt call.
Thats why I called back and spoke with Jamie on 8/6.
15/6:
I hadnt recieved a letter about the £100 bonus which I was told on the phone by
the representative from the Dale St. branch on 23/5, that I would recieve about
a week after 4/6.
The Dale St. branch gave me the number to the RBS account-team.
The account-team gave me the number to the £100-team.
Then I got told that the account-type I had (key-account), wasnt eligable
for the £100 bonus.
The bonus was only for current-accounts.
I told the person from the £100-team that I had got it confirmed from the Dale
St. branch on two occations that I would still recieve the bonus even if my
account only was a cashcard (key-card) account-type.
The representative from the £100-team, agreed with me that the Dale St. branch
was obligated by what its representatives had told me, and he adviced me to
call back to the Dale St. branch.
This was Friday afternoon, so I said I'd call them back on Monday.
He said that it was possible to also call the bank on Saturday.
I said that I would call the bank eighter on Saturday or Monday.
18/6:
I called the bank on Monday again, and spoke with Paul from the customer-
services department.
I explained him about the situation, and he said that the bank would call
me back about this.
But noone called.
25/6:
I called the Dale St. branch again, reminding them that they were supposed to call me,
and the representative said that they would call me back about this the next day.
I asked what I should do if they didnt call, and we agreed that I would call back on
Wednesday if noone called me on Tuesday.
26/6:
I recieved this e-mail from you:
'from "Williams, Yvonne (CRU)" <Yvonne.Williams@rbs.co.uk> hide details Jun 26 (7 days ago)
to Erik Ribsskog <
eribsskog@gmail.com>
date Jun 26, 2007 4:30 PM
subject RE: Earlier e-mail
mailed-by rbs.co.uk
Dear Ms Ribsskog
Could you please arrange another copy of your email to be sent to me for my investigation
Regards
Yvonne Williams'
I'll forward you back that e-mail, since I dont think it should say 'Ms' as a title for me,
since Im not a woman, and Im also not sure if it should say 'Regards' or 'Yours
sincerely', when its a business e-mail.
27/6:
Noone called me on Tuesday, so I called back on 27/6 and spoke with Michael.
He said that Michelle Rigby would call me back before the end of buisness the
same day.
But she didnt.
27/6:
On 27/6, I also called the RBS customer-support line (on 0845 724 2424).
This was due to that the gym I go to suddently closed for six weeks due to refurbisment
on 25/6.
I thought six weeks was a bit long for me to not work out, so I decided to switch to another
gym in the City center.
So I didnt think I should pay the monthly direct debits to the gym, when they suddently
close for six weeks without giving their customers any information about this.
So thats why I after I'd switched to the other gym, called RBS, to cancel the gym/Liverpool
city council direct-debit from my account.
I spoke with Greg, who could inform me that there still was two direct-debits registered on
my account from Liverpool City Council.
Both direct-debits had the same reference-number (LIFE 800 1561), Greg told me.
I asked him if he was absolutly sure, due to all the phone-calls I had been taking about
this in the beginning of the month.
I thought it was strange that there still should be a problem with two direct-debits from the
gym being registered on my account.
Due to the gym only having one mandate, due to me speaking with both Matt, Lorna
and Jamie from RBS about this, and I had also been speaking to council about this,
trying to get them to refund the charge.
So I think it was very strange that there still should be two direct-debits from the gym
on my account. Really, when the gym was closed for refurbishment there shouldnt
really have been any direct-debit there at all.
Anyway, I canceled both the direct-debits, and Greg adviced me to call another phone-
number, he reckoned they maybe give me an overdraft on the account (since I was having
problems with the direct-debits due to the charges from the duplicate payments/processing
errors), but they didnt, since it wasnt a current account that I had.
28/6:
I first called the branch a couple of times around 3 pm., but noone answered on 0151
236 6790.
I called back at around 3.30, and spoke with a guy which I didnt catch the name of.
I asked him if he was the same representative that I had spoken with the day before
(Michael), but he didnt answer.
He said that Michell Rigby would call me back later the same day, but she didnt.
29/6:
I called the bank again at around 2pm, and spoke with Lisa.
I asked to speak with Rigby, but Lisa said that Rigby had the day off.
I asked Lisa if she could check my contact-information, and have a look
and see if the telephone-numbers that was registered on my contact-
information was correct, since noone ever seemed to call me back from
the bank.
Lisa said that 'it was not possible for them to see the phone-numbers
on the system', I see from my notes.
She said that Rigby would call me back on Monday.
2/7:
Rigby didnt call again, so I called the branch at around 3.20 pm and got
transfered to Nicky.
I asked her first if she could have a look at the phone-numbers that were
registered on my contact-information, to see if there was some problem
with the phone-numbers.
Nicky said that my landline-number (0151.236.3298), was correctly registered,
and had been registered on my contact-information-file on 8/6.
She said that my mobile-number (0775.834.9954), first had been registered
correct.
But she said that my mobile-number had been changed on my file, to
0775.834.9554, on 27/4.
I asked her what one had to do to change the mobile-number back, and
she said one had to write a signature on a form.
I asked her if she thought it would be possible to ask Rigby to call me
back on my landline-number, and she said she thought it would be.
I asked her if was at 4.45 pm that the bank closed, and she said it was.
So we agreed that I would stay home until after 4.45 pm (it was only
about 1.5 hours), and then she would ask Rigby to call me on my
landline.
I explained to Nicky that I had been having problems with Rigby
being supposed to call me back, without calling, several times last week,
thats why I mentioned that I'd stay close to the landline-phone until
the bank closed, so that there wouldnt be any chance of the call
being missed.
But Rigby didnt call, and I made sure to stay within hearing distance of
the phone, and I also made sure not to use the phone taking any other
outbound calls during this time, and there also werent any other inbound
calls.
I made sure about this due to the earlier problems surrounding the calls
from Rigby and the bank, to make sure that she couldnt said she had
try to call, because then I would have known.
So I'm planning to contact the branch customer support manager about
this tomorrow.
–
I'm not sure if I need to summarise the complaints from this explanation.
It's quite late now, so I think I'll just contact you back about how I should
go forward with the summary of the complaints, if I dont hear from you.
I'm not sure when I should do this, since I understand that you are going
away on holiday, and also not sure if I should wait with this until you get
back again from holiday, or if I should speak with someone else about this?
I'll also forward you back the e-mail that I got from you on Tuesday last
week, since I thought it was a bit strange that I got two different answers
from you about the same e-mail, and also I thought it was a bit strange
that the email said 'Ms' as a title etc, like I explained above, so I'll forward
you back that e-mail, so that it should be possible for you to make it
clear if you are also expecting another answer from me, and because I
thought it was a bit strange with the title etc.
Hope that this is alright, please tell me how you want me to go forward
with the summarising of the complaint, and just contact me if you have
any other questions regarding the complaint/explanation.
Yours sincerely,
Erik Ribsskog
When she came back from speaki
On 6/27/07, Williams, Yvonne (CRU) <Yvonne.Williams@rbs.co.uk> wrote:
Dear Mr Ibsskog
If you would like to give me details of your complaint so I can investigate
the issues for you.
Your sincerely
Yvonne Williams
Yvonne Williams
Customer Relations Unit
The Forthstone Building
56 South Gyle Crescent
Edinburgh
EH12 9LE
Tel: 0131 550 5745
Fax: 0131 523 6551
Email: Yvonne.Williams@rbs.co.uk
abc
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