Portman Update

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Remember that gruelling one and a half hour session my wife and I endured in the office of Portman trying to get some sense and redress from them?
Well, Donna Smith, Mortgage processing unit claims to have investigated our complaint. Unbelievably, in what she makes clear is her final letter, she says that although Katy Barnes recalls our visit,
“There is no record of the conversations that took place there”.
No record!! My wife and I saw Katy Barnes take notes. She also claimed to make two phone calls to head office. She then made one phone call to me with many promises of action.
Portman may have no records, but I do. So does BT. Every call is logged.

Donna Smith invites us to take our matter to the financial ombudsman.
He will have many questions. Uppermost will be “Don’t you think your record taking and keeping of records leaves a lot to be desired?

Abbey Guilty Of Hounding Customers

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Sign up to Abbey, tick the boxes that say you don’t want to be contacted with information about new products – and still get weekly phone calls from their call centres day and night.
I have had 6 such calls in as many weeks.
I have now been told I have to phone a special number to get all this stopped. Its called the “Customer satisfaction line”. Don’t you just love it?

I have taken to tape recording all phone calls and face to face interviews with everyone as what the representative says to you when in selling mode is often false and misleading. Unless you yourself have a record of what took place you don`t have any comeback whatsoever.
Its just your word against theirs. And these days the customer is looked upon as always wrong.