How Much Venom?

[Loztastic]

Since september, I have been persuing a dodgy credit-card transaction, trying to get £100 or so refunded to me

anyway, i have been using a particular law to get the bank to deal with it, that requires them to resolve the matter in x many days, unless they need extra information from me

i got a letter today - posted on their final day to resolve the complaint saying, guess what - they need extra information

information that, given how long it is since i made my complaint, i won't be able to obtain

now, they have messed me about through the entire process (sending our incorrect forms, giving me fob-off dates, explaining the process wrong, passing me to the wrong people), so i'm switching to a different bank, lock-stock-and-barrel - two credit cards (both paid off in full each month), two savings accounts and my main current account (which is always in credit), all going to their main competator

obviously, i need to write to them to say "i am unable to provide the information you have requested, because you have made it impossile for me to comply with your process, so i no longer feel i can trust you as my bank, despite having been your customer since my grandmother opened me a savings account with you back when i was five, *mumble* years ago"

how much venom should i put into said letter - i like the phrase "the trust that is required to exist between a bank and its customer is no longer present"

[Kirth Gersen]

Loztastic wrote:

how much venom should i put into said letter - i like the phrase "the trust that is required to exist between a bank and its customer is no longer present"

I'd put zero venom. A bald statement of fact, "Because Bank X has demonstrated that it does not offer the requested service, I am changing to Bank Y instead" will hit them a lot harder than any amount of venom could.

[DoveArrow]

I don't think it really matters, because all you're going to get back is a letter that goes something like,

Your Bank wrote:

Dear Customer ID# 2047289

We are sorry that you experienced [Insert Generic Problem] with our bank. Please realize that your money is important to us, and we will do whatever we can to make sure that we can squeeze every last drop out of you.

Sincerely,

Bernard Madoff

[Orthos]

Kirth Gersen wrote:

Loztastic wrote:

how much venom should i put into said letter - i like the phrase "the trust that is required to exist between a bank and its customer is no longer present"

I'd put zero venom. A bald statement of fact, "Because Bank X has demonstrated that it does not offer the requested service, I am changing to Bank Y instead" will hit them a lot harder than any amount of venom could.

Yup, that about does it. Be polite, be cordial, be direct. Tell them exactly what the problem is and how you intend to solve it.

[Loztastic]

Orthos wrote:

Yup, that about does it. Be polite, be cordial, be direct. Tell them exactly what the problem is and how you intend to solve it.

I intend to solve it by never banking with them ever again

when i made my complaint back in september, i said something like

"in the *mumble* years i have banked with you, this is the first time I have made a complaint requiring swift resolution. it would be unfortunate if your handling of the situation soured our long-standing professional relationship"

I have no brand loyalty, and most of my "big" services i work on a principle of one complaint, then switch!

[Orthos]

Loztastic wrote:

Orthos wrote:

Yup, that about does it. Be polite, be cordial, be direct. Tell them exactly what the problem is and how you intend to solve it.

I intend to solve it by never banking with them ever again

....

I have no brand loyalty, and most of my "big" services i work on a principle of one complaint, then switch!

Sounds like you have it worked out then. :) You've given them more than enough chances and they seem uninterested in working things out.

[Prince That Howls]

Loztastic wrote:

how much venom should i put into said letter

Take KG's suggestion with the letter. Then take that letter and put it in a box full of spiders. should they survive the spider venom they will be pleasantly surprised by your professionalism.