I received another letter this morning. Sent second class post again.
"Thank you for your phone call and I am sorry that you have been so unhappy that you have felt you must contact us to complain.
As we discussed on the phone, your complaint will be allocated to a Complaints Handler for a full investigation and I have enclosed our Complaints leaflet, which explains our procedure for doing this..."
Hold on - this seems incredibly familiar... Of course. Aside from mentioning the telephone, it is exactly the same letter as the previous one. What was the point? How many copies of the Complaints leaflet do I need? Which phone call are they referring to anyway? Frustratingly, this new letter has a different reference number on it. I now have three. One from the response to my original letter, one for dealing purely with the bank charges, and now a new one pertaining to the phone call they mention.
My second complaint letter will have to be edited to include all three of them. This is incredibly annoying, because it means that I'll probably have to explain the whole damn thing every time I need to call.
Saturday, 16 June 2007
Letter #2
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2 comments:
You are having a real crappy time right now. I think you should definitely start (if you haven't already) sending your account to The Grauniad, Watchdog etc. I know from when I worked as a callcentre monkey for a company who worked for a 'well known airline' that they used to get sh**-scared when watchdog got involved and often did 180 degree turnarounds.
xxx
Well done on your blog....keep going at them! Don't let them get you down....give your local branch some grief about it too! Hope you get the money back.
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