Very amused

I wasn’t amused at all last week after an appointment with NatWest. So what did I do? Of, course! I’m German! I write a letter of complaint. Actually, really, I did. I was so displeased I decided to take the time and put into words what had happened and why I thought it just shouldn’t work like that. Obviously, me being a stupid student (or that’s what some people make me feel like), I wasn’t that confident that it would make a difference.

But ha!

Here we are.

Today, round 11:50am I went to NatWest and gave them my letter of complaint. Know what? A mere 30 minutes later I got a phone call, them apologizing, telling me some charges were refunded to my account, stressing they would talk with the person I had the appointment with, and expressing the hope I wouldn’t leave the bank. Talk about efficiency! I actually hadn’t requested a refund, but it was clear I thought the fees were unrightful. And, yes, of course I had written if things weren’t sorted out, I’d leave the bank. What do you think, I’m stupid? ;)

Now this made me think. First, it pays off to complain if you think it’s adequate. The letter wasn’t just me whining and saying “Life isn’t fair”, I tried to give them as many facts as possible and tried to be as objective as possible. True, in the end I added my expectency to a bank, just to be sure they know what I think. :)

Second, I’ll have to rethink whether I’ll leave the bank. The apology and refund, and especially the fast response make a difference, but still - there’s been a few things happening that just shouldn’t. And seriously, do I always have to complain before something changes? Setting up a new account is a hassle, though, so I haven’t quite decided yet.

In any case, NatWest made a wise decision to respond quickly. Even if I take my accounts to a different bank, at least I won’t be railing against them anymore (as much as before…).