I paid off my mortgage due to having recieved an inheritance from my Grandfather. This was done at 9AM on 19th of February. I phone yesterday as funds had yet to clear (taking into account the five working daytimescale!). Today sixth day, I am told by the representative that the funds still haven't been credited to the account and it will take five working days for the overpayment to be refunded to my account. She said that I should have cancelled my direct debit (despite the letter saying not to).
I HATE to say this but I flipped. I have worked in a call centre and I amannoyed that I was reduced to this, but the service I have recieved all round (not just in this instance) from Nat West has been appalling. The staff seem scripted, robotic and some are really aggressive on the phone. I have been really overly polite and accepted what they have said but when the young lady said that to me today namely "you should have cancelled the direct debit to ensure no money went out.." followed by "your refund of overpayment of x amount is going to be refunded to you within five working days". I went nuts. I know I shouldn't have and I told her I know she was only doing her job, but I have had no end of trouble with them and really feel let down by them. Usually I am so calm and collected on the phone. As I say I used to work as a call centre operative and know how irritating it is when people start ranting and raving down the phone but she was so blaze "The accounts not settled. We're still on the fifth day and your overpayment will be refunded in five working days!!".
What can I do about this??
T
I HATE to say this but I flipped. I have worked in a call centre and I amannoyed that I was reduced to this, but the service I have recieved all round (not just in this instance) from Nat West has been appalling. The staff seem scripted, robotic and some are really aggressive on the phone. I have been really overly polite and accepted what they have said but when the young lady said that to me today namely "you should have cancelled the direct debit to ensure no money went out.." followed by "your refund of overpayment of x amount is going to be refunded to you within five working days". I went nuts. I know I shouldn't have and I told her I know she was only doing her job, but I have had no end of trouble with them and really feel let down by them. Usually I am so calm and collected on the phone. As I say I used to work as a call centre operative and know how irritating it is when people start ranting and raving down the phone but she was so blaze "The accounts not settled. We're still on the fifth day and your overpayment will be refunded in five working days!!".
What can I do about this??
T