What is going on at the Co-op Bank’s call centres?

I’m trying to pay someone £40 using telephone banking but I can’t get through to anyone

Last modified on Tue 10 Aug 2021 02.02 EDT

Can you please ask the people at the Co-operative Bank what is going on at their call centres as it is currently impossible to get through to anyone on the phone?

I have been using telephone banking with this bank for years but I have been holding on for up to an hour at a time over the last fortnight, in an attempt to pay someone £40. I am aware the bank has cut back its hours and now closes at 6pm but they just don’t answer. I am an extremely vulnerable person who, despite vaccination, is still shielding out of caution. By contrast, Sainsbury’s answers within a minute or so. If it can do so, why not the Co-op Bank? MR, Chelmsford

I have had a number of complaints along these lines from people trying to contact the bank, and the company has admitted that its call times are too long at the moment. It has blamed the “pingdemic” that has resulted in a number of staff in its call centres in the north-west of England being told to self-isolate.

“We’re doing all we can to mitigate this and improve the experience. Where possible, we are encouraging customers to use online banking or the mobile app to check balances and make transactions or alternatively visit their nearest branch,” it says, somewhat missing the point.

Someone from the bank has now called you and enabled you to make the £40 payment. It has also sent you a bunch of flowers to apologise for your experience. If you are not used to computers or confident banking online, now is probably not the time to start as it will be difficult to get support if you have problems.

We welcome letters but cannot answer individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.

Source: Read Full Article