I don’t know if it’s the pandemic but it seems every company I deal with is still using it as an excuse not to do things.
We have fewer staff they say, neglecting to be honest about the fact that their staff are working from home. Or shirking at home. Or lurking at home. But if they’re at home and working then why can’t simple administrative tasks get done.
Why can’t they send me the information I require?. Why can’t they email it to me?. They have my email address and we are corresponding by email but no, they insist it will be sent via snail mail. And then I wait six weeks for something I need today, only to find it never actually arrives.
Then they say they’ve sent it. And something does arrive, ten days later. And then it’s not what you need. And do you start again and get the same silence. They even ignored my complaint about them despite promising to respond within five working days. Or shirking, or lurking days.
On four occasions I have provided them with my death benefit nominee!. On four occasions, and yet where a name should be in my statement I see just a blank space because according to them they don’t know who it is. Four times! By letter, email and by witnessed form. I have even asked them and they have confirmed her name but then the statement arrives and she’s mysteriously vanished again.
The service is shockingly bad. No wonder the reviews are so awful these days. Customer service is not for the customer and can barely be called a service!. It just seems to be a dereliction of duty; an abandonment of the cause.
And we are the ones that suffer. It’s simply not good enough and heads should roll, but of course they won’t because the pandemic has become the great excuse, the reason why standards have slipped and service has deteriorated.
And that’s great isn’t it?.