Online chat at bank – problems with PIN since at least November 2013
– names changed. This is really what it’s like living here:
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Jane: Hi, you’re chatting with Jane. How may I help you?
MM: How can I phone you please? I have been trying for weeks to get a pin unlocked, long story, and today yet again I was given advice which didn’t work (unlock pin only at the XBank, not at Tesco – Tesco machines don’t always work). Yet again, Pin is locked!
MM: Before Christmas they promised me a new pin in the post, but it never came.
MM: It turned out they had two different addresses, in Germany and UK, for me (but both should work)
Jane: Hi M
MM: Went to XBank this week and they cleared up the address problem and said PIN OK
MM: Hi Jane!
Jane: A couple of moments please while I read the above
Jane: Are you still getting the message pin locked when inserting the card in the reader?
MM: Yes, exactly, just now. After ‘unlocking’ it at XBank machine outside XBank in Upminster this afternoon
Jane: Okay as you are still experiencing issues I can order a new card on the account
MM: This will take weeks again, won’t it? I’ll have to wait for the new PIN etc.
Jane: Your replacement debit card will be with you in 5-7 working days.
MM: It took weeks when I first got it because no one told me I need an e-card-reader.
Jane: I am very sorry you have experienced this issue
I will do as much as I can rectify this today
MM: That sounds like the best way to go. Can I arrange a payment online, or shall I just wait?
MM: While I’m moaning, sorry about this, not your fault, I must add
MM: that in December I went to the branch and they told me the e-card-reader needs the online pin, not the card pin. This was wrong!
Jane: In the meantime you can call us so we can arrange payments out from the account for you M
MM: And today I phoned XBank, can’t find the phone number any longer, and they told me my mistake had been to unlock the pin at Tesco.
MM: I just want to make one payment, it isn
MM: isn’t urgent, but it would calm me down and I could forget about XBank for a week
Jane: So I can have the issue resolved asap
Jane: Can you please confirm your full name?
MM: MM, attorney for GRM
Jane: Would you like me to leave the current card on the account active?
MM: It’s not necessary if I can just make that one payment by phone, perhaps, or via you
MM: It isn’t my bank, just PoA for my aged brother, don’t use card much (obviously, the PIN doesn’t work!)
Jane: Okay of course you will be able to make the payment over the phone and I have left the card active so you can still use to make purchases etc
MM: Thanks, Jane – can you tell me the phone number please
Jane: Of course
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Jane: The card has been ordered to the address above
MM: Thanks very much
Jane: A pleasure to help
Jane: Are you happy that I have fully and correctly answered all of your questions today?
MM: Yes, absolutely.
Jane: Thanks for chatting with me and have a fantastic day.
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Jane: I would be grateful if you could take a moment of your time to complete the attached survey in connection with the service I have provided today.
MM: OK, I suppose it will appear