I was delighted this week when a firm annoyed me enough to be worthy of a blog post.
I was looking to open a new account with a company I already have an account with. However, I opened this a while ago and hadn’t been set up with mobile banking.
This account required me to log in – obviously not an option – so I’m greeted with a dead end. I’m registered so can’t create an account. But don’t have an account to say “I’ve forgotten my password”. Like any good old fashion crisis. I rang them.
Spoke to a helpful lady who was going to post me a temporary password in the post so I could then set myself up and move forward. This then leaves me excited about receiving a letter in the snail mail. But no. I was wrong to be excited.
I was told it would take up to 5 working days and they squeak in on day 5.
But this isn’t the end of the saga. I have two envelopes. Both of which contain identical contents. A FORM TO REQUEST A PASSWORD. I do not need a form, I need my temporary password. But again, the saga is made worse by a little note to say this form could be downloaded from the website so I could have cut out these whole 5 days.
Now isn’t the time to give up so I start to fill out the form. It asks me for either my holder or account number. But neither of these marry up to the length of the boxes available on the form. It’s either 9 or 10 for a box space of 6. Car crash. I just scribble a few relevant details on the form and post it off.
This is after adding a stamp as obviously it would be too much to offer Freepost communications. I don’t know yet how this story ends as I only posted this off a few days ago but what I do know is the next stage will be another piece of content!
I know coronavirus has thrown a curveball into how businesses operate but adding extra levels of bureaucracy to a simple task is probably a process that should be reviewed.