Dear NAB,
This is a warning that you are skating on very thin ice with me after today’s little episode at the Rosny Park branch.
Normally when I need to visit a branch it is for a purpose and today was no different, my banking needs are usually attended to by a great guy called Alan, except you seem to have replaced him and the rest of the Rosny branch team with a group of people who quite frankly should not be working in any position that involves dealing with customers.
Let me lay down the timeline of events so you can better understand why I’m annoyed with you:
Last week you announced some major changes and eventual closure of the Gold Banking product which makes it the equivalent of the Classic Banking product with the only difference being that Gold Banking comes with a Gold Card and I have to pay $10 a month for it.
This change doesn’t suit me at all so I require a move to an alternative banking package, or failing that, well I don’t know… move banks I suppose.
Thats leads me to today’s visit, purely for the reasons of discussing the above mentioned issue face to face with a ‘customer service’ representative, in actual fact I received very little service from you today.
From the minute that I arrived at the Rosny Park branch at 3:10pm I was ignored, in fairness the ‘customer service’ rep was helping another customer so I took a seat and proceeded to wait patiently for her to become available, the customer before me finished what he needed to do and left… and so did the rep, she retreated into her office and was not to be seen again.
I had been sitting there for 20 minutes at that point and decided to fire off a quick Facebook message to the social media team which was quickly responded to by ^MH, I commend NAB on this, as ^MH actually sounded like he wanted to help me.
Another 15 minutes passed and I was becoming a little more agitated by this time however I kept my cool and continued to patiently wait, however what occurred next really sent me off my rocker.
An gentleman of around walked in the doors of the branch and took a seat on the couch opposite me, he would have been sitting there no more than 2 minutes before another rep appeared and led him to her desk, from what I overheard of the conversation it was clear that this gentleman DID NOT have an appointment.
I’d had enough, it was clear that these people did not care what I was here for and must have thought that if the ignored me long enough that I would leave… guess again!
I stormed across to the other side of the branch and picked up the phone on the wall and began furiously punching in buttons to get connected to a representative, there was a short wait and then the rep on the other end patiently waited while I proceeded to tell her and the whole branch including the teller opposite me who ignored me as well and the woman sitting with the gentleman at her desk how disgusted I was with the service (or lack of) that I had received today… and I hope that everyone in the branch took in what I said, because I meant every word.
After the rep on the other end of the phone had patiently listened to my rant and sympathised with me, she had a crack at resolving my enquiry (I was offered the travel card product but that wasn’t really suitable but at least she tried, unlike the branch staff) and sent through feedback to the manager of the Rosny branch. I can’t remember her name but she was very helpful and understanding and I thank her for her efforts.
At 4:05pm I left the branch.
I’ve never felt so unwelcome and as I mentioned before, none of these new staff members should be working in any job that involves customer service, I won’t be visiting the Rosny branch again, well not while these people are working there.
Yours Sincerely,
Josh Devereux – Annoyed Customer