Comments on: the ANZ bank – an anti customer service case study http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/ hyperlocal news and reviews about Melbourne's first suburb: Fitzroy 3065 Fri, 12 Mar 2010 21:23:05 +1100 http://wordpress.org/?v=2.9.1 hourly 1 By: brian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-27446 brian Wed, 09 Dec 2009 06:50:29 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-27446 ANZ is a member of the Financial Ombudsman Service - make a complain through them at http://www.fos.org.au/. ANZ is a member of the Financial Ombudsman Service – make a complain through them at http://www.fos.org.au/.

Like or Dislike: Thumb up 3 Thumb down 0

]]> By: Leon http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-27444 Leon Wed, 09 Dec 2009 06:14:22 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-27444 http://grab.by/14E9 I worked some days at a creative agency to earn some cash for Xmas. Today ANZ empited my account leaving me with .58c – due to an old credit card debt. I'd organised with ANZ's financial hardship department to pay back at least $5 per month if I could afford it, I couldn't. No lawyer will return my calls, I've been to a branch and asked for my money back, I've called twice to their legal team who don't care know they've acquired their money back. Merry Christmas ANZ. http://grab.by/14E9

I worked some days at a creative agency to earn some cash for Xmas. Today ANZ empited my account leaving me with .58c – due to an old credit card debt.

I’d organised with ANZ’s financial hardship department to pay back at least $5 per month if I could afford it, I couldn’t.

No lawyer will return my calls, I’ve been to a branch and asked for my money back, I’ve called twice to their legal team who don’t care know they’ve acquired their money back.

Merry Christmas ANZ.

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: brian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-26885 brian Wed, 23 Sep 2009 07:59:15 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-26885 Agreed, the worst feeling is when they are stubborn and refuse to acknowledge their obvious mistakes. I hate all banks because of this, and I have had accounts with most of the Australian banks over the years. Trust = 0. Agreed, the worst feeling is when they are stubborn and refuse to acknowledge their obvious mistakes. I hate all banks because of this, and I have had accounts with most of the Australian banks over the years. Trust = 0.

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: susan http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-26884 susan Wed, 23 Sep 2009 07:46:31 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-26884 Monday 21 Sep 2009, ANZ transferred $102,500 to my solicitors trust a/c. Teller was given BOLD PRINTED Account details on solicitors letterhead which I made teller check TWICE! Tuesday arrives but money does not. Check receipt....idiot has left out a dugit off the a/c no.!@#$%^ I fear our life savings have disappeared and we will suffer legal action because we no longer have enough funds to settle land purchase this Fri. Attempt to ring branch-no answer- drive 30 km to bank and meet with what appears to be indifference to me, as a person who is highly distressed at a situation caused by negligence & incompetence. Person "in charge" has no idea how to fix...tries to contact her manager at another branch and other depts. without success...talk is of several days to complete several processes to find missing money. I insist loudly that I will not be leaving branch without my money. I rang our solicitor who advised that there was no reason why they could not restore my money and sort their end later. Manager then decided he would resolve issue "now"-he had to hold while I spoke to solicitor. After to & fro, officer decided to tell me that because digit was omitted, the remaing a/c no. would probably be invalid so it had probably not arrived in someone's account. NAB officer rang about hour later- they had the money and ensured it went to correct account. My email to branch & ANZ complaints demanding apology for my unwarranted distress was met with some success. I got $35 refund in fess and $30 for travel costs. I had paid the fees for "service" from 2 seperate ANZ officers, both of whom made errors. The manager had fixed the first error on Monday then the teller managed to stuff up her bit. This is just the last in a long line of bank stuff ups over many years. Always one is left with the feeling that we had no right to complain. It was THEIR ERROR!@#$%^&*()_ Without my really angry behaviour, I doubt any money would have been found before settlement. It is unfair to be placed in that situation. Monday 21 Sep 2009, ANZ transferred $102,500 to my solicitors trust a/c.
Teller was given BOLD PRINTED Account details on solicitors letterhead which I made teller check TWICE!

Tuesday arrives but money does not. Check receipt….idiot has left out a dugit off the a/c no.!@#$%^

I fear our life savings have disappeared and we will suffer legal action because we no longer have enough funds to settle land purchase this Fri.

Attempt to ring branch-no answer- drive 30 km to bank and meet with what appears to be indifference to me, as a person who is highly distressed at a situation caused by negligence & incompetence. Person “in charge” has no idea how to fix…tries to contact her manager at another branch and other depts. without success…talk is of several days to complete several processes to find missing money.

I insist loudly that I will not be leaving branch without my money. I rang our solicitor who advised that there was no reason why they could not restore my money and sort their end later. Manager then decided he would resolve issue “now”-he had to hold while I spoke to solicitor.

After to & fro, officer decided to tell me that because digit was omitted, the remaing a/c no. would probably be invalid so it had probably not arrived in someone’s account.

NAB officer rang about hour later- they had the money and ensured it went to correct account.

My email to branch & ANZ complaints demanding apology for my unwarranted distress was met with some success. I got $35 refund in fess and $30 for travel costs.

I had paid the fees for “service” from 2 seperate ANZ officers, both of whom made errors. The manager had fixed the first error on Monday then the teller managed to stuff up her bit.

This is just the last in a long line of bank stuff ups over many years. Always one is left with the feeling that we had no right to complain. It was THEIR ERROR!@#$%^&*()_

Without my really angry behaviour, I doubt any money would have been found before settlement. It is unfair to be placed in that situation.

Like or Dislike: Thumb up 2 Thumb down 0

]]> By: Ihateanz http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-26854 Ihateanz Fri, 18 Sep 2009 16:08:13 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-26854 I agree. ANZ sucks. Regards, I agree. ANZ sucks.

Regards,

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: betty slocombe http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-26279 betty slocombe Sun, 26 Jul 2009 23:03:14 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-26279 Commercial banks now exist only to provide profits to their shareholders. Any factors which militate against this are discounted, such as time consuming and expensive things like service and training. I often think that if banks, utilities, and so on had to pay a levy according to the amount of stress and anger they generate in society because of call centre angst and bureaucratic stonewalling, their profits would be threatened and they might change tack. Commercial banks now exist only to provide profits to their shareholders. Any factors which militate against this are discounted, such as time consuming and expensive things like service and training. I often think that if banks, utilities, and so on had to pay a levy according to the amount of stress and anger they generate in society because of call centre angst and bureaucratic stonewalling, their profits would be threatened and they might change tack.

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: josie http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-26249 josie Fri, 24 Jul 2009 15:46:50 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-26249 All the major banks such as NAB, CAB, and ANZ tend to have the worst customer service. They seem not to equip their customer service staff with some training. The most basic training is when there is problem, acknowledge it; instead, they pathetically say it's not their problem and make no effort to help customers fix the problem. Very very poor attitude! The HR must be of the same material. I saw one manager who defiantly defended her staff' mistake and blamed the customer instead. Tsk tsk tsk... All the major banks such as NAB, CAB, and ANZ tend to have the worst customer service. They seem not to equip their customer service staff with some training. The most basic training is when there is problem, acknowledge it; instead, they pathetically say it’s not their problem and make no effort to help customers fix the problem. Very very poor attitude! The HR must be of the same material. I saw one manager who defiantly defended her staff’ mistake and blamed the customer instead. Tsk tsk tsk…

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: brian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-25195 brian Fri, 15 May 2009 13:27:01 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-25195 How many bank shares do you own? Just doing your job is the default excuse for mediocrity. Customers pay fees to receive services, yet banks and other service providers seem to want to take fees without providing services. Not good enough. How many bank shares do you own? Just doing your job is the default excuse for mediocrity. Customers pay fees to receive services, yet banks and other service providers seem to want to take fees without providing services. Not good enough.

Like or Dislike: Thumb up 2 Thumb down 0

]]> By: anon anon http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-25194 anon anon Fri, 15 May 2009 10:01:32 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-25194 have you ever considered that the people who work for these organisations are controlled by management and guidelines and are simply doing their job? if banks are so terrible then hide your money under your mattress and stop whinging have you ever considered that the people who work for these organisations are controlled by management and guidelines and are simply doing their job? if banks are so terrible then hide your money under your mattress and stop whinging

Like or Dislike: Thumb up 0 Thumb down 3

]]> By: Pat http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23371 Pat Wed, 07 Jan 2009 03:28:20 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23371 @ the second cam: I once deposited money into my CBA account, the amount that went in was $50 under what i gave, the bank refused to give it back to me until i told them to close my account of $267.80 (no debts, no homeloan). the $50 then appeared. not having a go, your post just reminded me of the situation @ the second cam: I once deposited money into my CBA account, the amount that went in was $50 under what i gave, the bank refused to give it back to me until i told them to close my account of $267.80 (no debts, no homeloan). the $50 then appeared.

not having a go, your post just reminded me of the situation

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: Glob http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23357 Glob Tue, 06 Jan 2009 00:53:14 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23357 Don't worry - they are all the same - it takes NAB 10 pieces of paper to roll over a term deposit and it is all incomprehensible. My solution has been to find someone on the counter staff at my branch who is customer focused and who returns calls and deals with the incomprehensible system. She evens rings treasury and gets me a higher interest rate on renewing a deposit and I am not telling anyone who she is. Don’t worry – they are all the same – it takes NAB 10 pieces of paper to roll over a term deposit and it is all incomprehensible.
My solution has been to find someone on the counter staff at my branch who is customer focused and who returns calls and deals with the incomprehensible system. She evens rings treasury and gets me a higher interest rate on renewing a deposit and I am not telling anyone who she is.

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: brian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23311 brian Mon, 05 Jan 2009 12:21:28 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23311 Thanks! Agreed re HSBC - I have an account with them too. You're taking a chance with TPG - their customer service is poor based on experience and also what is said at Whirlpool. Good luck! Thanks! Agreed re HSBC – I have an account with them too. You’re taking a chance with TPG – their customer service is poor based on experience and also what is said at Whirlpool. Good luck!

Like or Dislike: Thumb up 0 Thumb down 0

]]> By: tian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23309 tian Mon, 05 Jan 2009 11:38:09 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23309 go with HSBC, they've the best customer service. and a fee-free savings account just dealt with incompetent idiots from TPG and Australian Air Express who was in charge of my modem delivery .. dont they know the customer is always right :p like your blog btw! go with HSBC, they’ve the best customer service.

and a fee-free savings account

just dealt with incompetent idiots from TPG and Australian Air Express who was in charge of my modem delivery .. dont they know the customer is always right :p

like your blog btw!

Like or Dislike: Thumb up 1 Thumb down 0

]]> By: brian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23304 brian Mon, 05 Jan 2009 09:42:28 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23304 I've changed banks several times in my life due to repeated errors and, more importantly, the respective banks' refusal to admit their mistakes and fix them. Westpac once decided to stop my supposedly automatic payments from my savings account to my VISA, leaving me stranded in Italy with no money (apart from traveller's cheques I had to wait until business hours to cash) in the era before mobile phones and the internet. They lost my business just before I got a home loan. ANZ started off trying hard to provide good service but lately they have become indifferent. If they underestimate my financial worth that is their problem. I’ve changed banks several times in my life due to repeated errors and, more importantly, the respective banks’ refusal to admit their mistakes and fix them. Westpac once decided to stop my supposedly automatic payments from my savings account to my VISA, leaving me stranded in Italy with no money (apart from traveller’s cheques I had to wait until business hours to cash) in the era before mobile phones and the internet. They lost my business just before I got a home loan. ANZ started off trying hard to provide good service but lately they have become indifferent. If they underestimate my financial worth that is their problem.

Like or Dislike: Thumb up 2 Thumb down 0

]]> By: I am a different Cam to the last Cam... http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23295 I am a different Cam to the last Cam... Mon, 05 Jan 2009 08:43:03 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23295 Seems to me the point is more this: what are you going to do? Change to an equivalent service provider? 16bn of sector wide profit doesn't suggest efficiency. Also, I have no idea of your financial position, but unless you are moderately well off they may lose nothing if you do choose to switch banks. Until you get to the mid-range, customers can be a break even proposition unless they are bad at paying off debts or get a home loan. Seems to me the point is more this: what are you going to do? Change to an equivalent service provider? 16bn of sector wide profit doesn’t suggest efficiency. Also, I have no idea of your financial position, but unless you are moderately well off they may lose nothing if you do choose to switch banks. Until you get to the mid-range, customers can be a break even proposition unless they are bad at paying off debts or get a home loan.

Like or Dislike: Thumb up 0 Thumb down 2

]]> By: brian http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23269 brian Mon, 05 Jan 2009 03:18:21 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23269 Actually I started politely, but I think you miss the point. I pay them to provide me with a service. If they are too lazy or stupid to earn their fees then they will lose my business. Do you like having your time wasted? Actually I started politely, but I think you miss the point. I pay them to provide me with a service. If they are too lazy or stupid to earn their fees then they will lose my business. Do you like having your time wasted?

Like or Dislike: Thumb up 2 Thumb down 1

]]> By: cam http://indolentdandy.net/fitzroyalty/2009/01/05/the-anz-bank-an-anti-customer-service-case-study/#comment-23267 cam Mon, 05 Jan 2009 02:03:35 +0000 http://indolentdandy.net/fitzroyalty/?p=3636#comment-23267 If your foot stomping rant here is any indication of the manner in which you approached the various people you spoke with, then I'm not surprised that no-one wanted to help you. Grow some manners and then try approaching customer service people again. Your time is not important than theirs. If your foot stomping rant here is any indication of the manner in which you approached the various people you spoke with, then I’m not surprised that no-one wanted to help you.
Grow some manners and then try approaching customer service people again. Your time is not important than theirs.

Like or Dislike: Thumb up 1 Thumb down 3

]]>