Grovelling bank meets with abused client
By Chanice HenryA major bank has been forced to hold an apologetic meeting with a client who received unprovoked abuse from a staff member
A major bank has been forced to hold an apologetic meeting with a client who received unprovoked abuse from a staff member.
A Regional Director from Natwest met with victim Nathan Eames yesterday, after a member of staff refered to him as a K**b.
Nathan, an client who had recently been refused finance, faced abuse from a Natwest Business Specialist recently when he picked up voicemails.
A Business Specialist based at a Salisbury branch left a message on Nathan’s phone in regards to feedback he gave on the company’s business banking.
After being unsuccessful in putting the phone down properly the Specialist and a set of colleagues begin to mock Nathan and his feedback responses that complained of lack of access to finance.
The specialist that called Nathan expressed she was relieved he didn’t answer the phone and then referred to him as a K**b.
It has been reported that Nathan originally contacted Natwest in regards to a short-term business loan but was denied of access to the finance.
When responding to B&C in a statement Natwest said: “We apologise unreservedly to Mr Eames. This is not the behaviour we expect from our people and we are currently investigating this incident, dealing directly with the members of staff involved.”
Natwest points out that while the following reasoning doesn’t justify the behaviour the comments were not made directly to the customer, they were made after the member of staff believed that the outbound call had been terminated.
Keywords: major, bank, finance, natwest, abused, bankrupt, client, lender, high street, borrower, ex-bankrupt, voicemail
Source: Bridging & Commercial — https://bridgingandcommercial.co.uk/grovelling-bank-meets-with-abused-client