How we in the West are accepting worsening 'customer care' under the pretence of efficiency.

A number of things that have happened to me over the past few months that has made me realise just how bad customer service is developing in the Western World, or at least in the UK. The extended use of automated telephone systems and off-shore support are not improving our lives but improving the bottom line for businesses that are rushing to remove themselves from dealing with their customers face to face. I don't remember where I heard about this quote but here goes; 'how do you explain the urgency of a broken down central heating system to someone who lives in the tropics?' No matter how much training on accents and way of life you give off-shore staff, there will always be the cultural differences even if you do change their names.

The biggest culprits are the big businesses that always claim that their customers are important to them. Be honest, how many times have you listened six or more option on an automated telephone system and not knowing which option will lead you to speaking to a human being? I have been caught so many times by 3's system that I am loathe to phone them at any point even to pay a bill.

My recent identity fraud saga (you can read about it here on this blog) is a case in point. More examples? Well after the issues with the identity fraud, MBNA Europe decided to cut the credit limit on my credit card. No warning just reduced my limit to the point that I could not use the credit. Luckily, that time, I noticed before embarrassing myself in public. A phone call and discussion revealed it had something to do the warnings on my credit reference files and after explaining the problems, the limit was restored. A few weeks later, in preparing for my holiday, I made a large payment on the card. A day later, I did embarrass myself by attempting to use the card. This time they were even less helpful than the last time and I was basically told to take it or lump it. I lumped it and closed the account.

I decided to rely on the trusted Capital One card, after all I have been a good customer for years even though they failed to update my details and determine that I should have a larger credit limit. Anyway, I prepare them for the two large transactions that will be appearing on the card one of which will be paid in Brazil where I would be using the card further for 10 days. Two emails later and one large card payment later, I am assured that everything will be fine in Brazil. I should have known. I had to phone them, from Brazil on my UK mobile phone to let the transaction for my accommodation through. Despite my obvious displeasure, the customer service rep made it out to be my fault. I am eventually assured that all will be well for the rest of the visit. Yeah right! A few days later I pop in to get some cash - coming up to dinner (tea) time in Brazil and I get denied. Out comes the phone and customer services inform me that I need to talk to the authorisation department who have all now gone home. After all, how dare I phone after 7pm UK time! No amount of shouting was moving this customer services chap, I could starve in Rio for all he cared. A call, via an automated calling service obviously, in the morning got me my access to cash back without a word of apology. In fact, I had to answer some 10 'security' questions before they would unlock the card. I resolved that Capital One will be lucky to smell any more money out of me.

On my return to the UK, I got a text message form O2 informing me that since my usage for the month was high, they may have to reduce my services. To avoid this, I needed to phone the customer care stipulated on my bill. Unfortunately, ,I do not get a bill so I had no idea what number to phone. Considering that I had a number of texts from them warning me about 'roaming' charges, you would assume someone would be two and two together. Sure enough, a few hours later, I was carrying a brick around in my pocket. My question is simple, why didn't they phone me instead of sending a text, after all I was going to talk to someone if I phoned customer care? In fact, that someone could have looked at the last transactions, noticed the 5 or so roaming texts sent and determine that the user of the phone was obviously been on holiday abroad which would explain the higher level of usage and saved us all a ton of bother. As the meerkat says 'Simplezzz…'

It was no surprise when today I received a junk mail message from 'checkmyfile', yes them from the identity fraud saga, informing me that customers are no longer staying loyal to their credit card companies especially now that these companies have seen it fit to increase their rate, to quote 'The average APR now stands at 18.8%, the highest level since 1998.' No sh*t, Sherlock! Guess what? I am one of them. I have decided that I will vote with my feet. I will no longer tolerate giving my money to businesses that obviously wish to skin me at the same time raising my blood pressure to dangerous levels. I do not need the stress; I am on a journey to find some contentment.

May you find the balance.

[First published on my Talking2Myself blog on specified date]