Bank Call Centre – my mistake in calling
Call Centre Demands Mortgage Payment Vehicle.
A couple of weeks after we started our most recent mortgage I needed to check with the bank exactly how we stood in terms of making overpayments and how we could physically make them. When making these regular overpayments we needed to know how instant the access to those funds was if we ever needed to draw some back. The Bank of England rate had its initial big drop and I also wanted to know how quick the rate for our tracker mortgage would drop as that allowed even greater overpayments.
Interestingly enough the person the other end of the line took great glee in informing me that my tracker was more than likely tied to the banks standard variable rate. After suggesting they take my account details and do a lookup they grudgingly agreed that we were tied to the Bank of England base rate. However, this is the point that the call turned a little sour.
At the time of the call I was looking after the children and they began to play up. I explained that I needed to end the call as soon as I got details on how to make our overpayments. The reply I got was I needed to give details of our mortgage payment vehicles there and then before I got the information I required (we technically have an interest only mortgage but treat it as a repayment mortgage as well as our vehicles). This got my back up, as I did not see what that had to do with my query and the person could quite clearly hear screaming my end.
This resulted in me getting flustered and suggesting I call back later if they would like to discuss this further. But no, the person the other end ignored everything I said and in a monotone voice repeatedly asked me the same question over and over again, in fact about 12 times. I ended up giving the gist of the vehicles we have, getting my info and cutting the call.
I am angry with myself that I didn’t just put the phone down as I am too polite. When I phone a call centre I don’t expect that, and I don’t really see it as being in any way professional. But more than that I got the impression that this person was just not happy with the deal we have so decided to give me a hard time. What a loser!
Next time I expect to speak to a real human.
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