And after he was finally put through to a 'rude' and 'arrogant' operator, George Bates felt justified in making a complaint.
Taking part in a follow-up survey to monitor customer satisfaction, the 23-year-old made clear his opinion of the call centre employee - who took revenge by putting all of Mr Bates' finances on hold.
When he contacted the bank later that day, the self-employed carpenter was unable to access his account for 'security reasons'.
He then visited his local branch and was horrified to discover his identity had been swapped to that of a Ugandan divorcee ten years his senior.
Mr Bates also discovered his overdraft facility had been withdrawn and several direct debits had been cancelled - landing him with £60 in charges. More...
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