On the 5th of August 2008 I logged onto my Bank of Queensland account, via the Internet, to transfer some funds and do some BPAY(tm) accounts. My previous logon was about 5 days earlier.
So I put in my customer number and password and next I get a set of Terms & Conditions to read, the document is dated 8th of July 2008. At the bottom of this document I get an “accept” or a “decline” box, to click on. So I print out the document and discover 23 pages of the usual sort of stuff that bank’s put in these kinds of documents. Not wanting to read it there and then....I decide to “decline” for the time being.
Well, no guesses for what happens next.......I am immediately “logged off” by the site, for not accepting the T & C’s.
No warning of this change of T&C’s had been given by the bank previously, even though the document was dated over 3 weeks earlier.
Whilst the bank is entitled to make whatever changes it deems to its T & C’s when it wants to.......its their very poor method of delivery that is the problem, not to mention their even poorer attitude, when dealing with me as a customer., about it.
Expecting me to read a whole 23 pages of T & C diatribe, BEFORE I could continue to do the work with my account at that login time, is nothing but standover tactics. They should have simply added the changes to the current T & C’s as of the 8th of July 2008 and include the full 23 page document as well.
So I call their customer support number to complain about the situation and am told, there is no one right now, to speak with me. So I ask to be put through to my Branch Manager and I am then told my Branch does not have a Manager right now!
6th August 2008
I spend the morning running around town, physically paying my BPAY(tm) accounts and transfer funds etc and prepare for a 5 day road trip away. Late that afternoon I get a voice mail msg on my mobile and its a person from the bank calling wanting to know whats going on. Since its after hours I can’t call so I thought I will deal with it when I get back from my trip.
13th August 2008
I call the Bank to see what’s happening and am told that a Customer Relations person will call, which they did. So, I reiterated my complaint about the method of delivering the T & C’s and I was told basically, thats how the bank does it. I stated that my “other” bank treats me a little better than that, they just put a bulletin screen up, after “log on” and simply say “by accessing this site, you agree to our Terms & Conditions” no boxes to click “accept” or “decline” and the changes are shown.
I ask to take it further and request to speak with a Department Manager, that request was declined, as the “Customer Relations Manager” was out of state. I was then told that he would contact me, on return to his office about the middle of the following week, I was happy with that.
22nd August 2008
I have not heard from the “Customer Relations Manager” So I call the original “Customer Relations” person that I was dealing with (helps to remember names!) He was unavailable and I was asked to leave a voice mail, which I did. After no return call for 4 hours, I called back and was again told he was unavailable and then asked by the person I was speaking with...what was my problem. So, I repeat my complaint and stress that I would like to hear from someone of authority on the matter, as I felt I was being fobbed off. I asked that maybe the best solution was to simply draw out my significant savings and take my business, elsewhere.
Suddenly, the “unavailable” person, became available! He told me that the “Customer Relations Manager” has sent me a letter, I asked what was in it and was told “don’t know”
27th August 2008
Today the letter arrives, no guesses what it says!